Summary
Overview
Work History
Education
Skills
Timeline
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Sharolyn Dickerson

Kansas City,KS

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Shutterfly
03.2020 - Current
  • Provides general customer support, which includes answering all incoming customer calls regarding order status, order process, package and price clarification, special services, retakes, reorders, refunds, and telephone orders
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

CSR

Patient Account Services
08.2016 - 03.2020
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Maintained and managed data entry requirements by following data program techniques and procedures
  • Assisted the departments by updating over 500-1,000 clients information using both Excel and WIS effectively
  • Provide detailed and accurate accounts of customer calls for prevention of future audit issues that consistently meet supervisor expectations

Customer Service Representative

West Park Communications
02.2013 - 07.2016
  • Consistently generated additional revenues utilizing though product knowledge and friendly sales techniques to up-sell product specials and complementary items
  • Exceeded customer expectations by following –up on promises to resolve issues
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Assistant Trainer

T-Mobile USA
11.2005 - 12.2012
  • Communicated information clearly and accurately
  • Committed to the assistance and support of others while maintaining a cheerful and helpful attitude
  • Built rapport with customers through effective and precise communication
  • Answered dealer inquiries concerning products, policies, and waiving activation fees
  • Answered inbound calls and assisted customers with inquiries pertaining to account
  • Handled large call volume while maintaining accuracy, efficiency, and a positive friendly attitude
  • Troubleshoot over mobile equipment with customer to resolve any product issues and also worked closely with Asurion (Insurance Carrier) to file claim with customer, if replacement was needed.
  • Collaborated with fellow trainers to develop innovative teaching methods, fostering an environment of continuous learning and growth.
  • Filed, organized and archived training materials to support future training sessions.

Education

High School Diploma -

Turner High School
Kansas City, KS

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Training delivery
  • Performance Assessment
  • Data Entry
  • Microsoft Excel
  • Payment Processing
  • Microsoft Outlook
  • Microsoft PowerPoint

Timeline

Customer Service Representative

Shutterfly
03.2020 - Current

CSR

Patient Account Services
08.2016 - 03.2020

Customer Service Representative

West Park Communications
02.2013 - 07.2016

Assistant Trainer

T-Mobile USA
11.2005 - 12.2012

High School Diploma -

Turner High School

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Sharolyn Dickerson