Sharolyn Luevano
Customer Service Advocate
Orange,United States
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
31
31
years of professional experience
Work History
Customer Service Advocate
Piper Jordan
Las Vegas, NV
11.2021 - 10.2023
- Learned and maintained in-depth understanding of Stanford Hospital's Leave of Absence policy. Maintained initial contact to employees through email with information on their new leave of absence. New claims averaged 125 per week. Stanford Hospital had over 10,000 employees.
- Human Resources support managing new claims outreaches, leave of absence denials and accommodations.
- Promoted superior experience by addressing inquiries swiftly, and demonstrating empathy.
- Built loyal client relations by providing top-notch service and account information. Being the sole advocate for Stanford due to my advocacy they renewed their contract into 2025.
- My role with Stanford as HR support liaison to address their low employee engagement on claims. Employees needed clear pathways of initial instructions navigating their leave of absence.
- Collaborated with Stanford managers daily to keep current on leave denials and to assist in addressing unauthorized time off of employees. New denials notifications were averaging 25 day.
- I monitored detailed numbers weekly to Human Resources of supervisors that didn't respond initially regarding the unauthorized leave of absence denial. Weekly reports were sent tracking monthly numbers of unresponsive managers.
- Employees whose denials were eligible for an accommodation for their health were contacted by me through phone and email sending their accommodation instructions.
- Helped large volumes of customers during open enrollment taking detailed intake notes with a positive attitude and focus on customer satisfaction.
Customer Service Representative
PADI
Rancho Santa Margarita , CA
01.1993 - 06.2020
- Delivered 27 years of exceptional customer service to every customer by leveraging extensive knowledge of PADI's products, services and creating welcoming positive experiences.
- Communicated with customers to assess and address individual needs, providing timely and quality support via Zendesk, phone and email follow ups.
- Built long-term, loyal customer relations providing top-notch service by processing an average of 1,500 certifications for Master Scuba Divers, an average of 2,000 diver liability insurance policies as well as 3,000 Member Forum entries per year.
- Answered an average of 300 Zendesk tickets and 550 emails a month, addressing customer inquiries, solving problems and providing product information.
- Shipped diver and pro level fulfillment kits daily.
- Logged daily order fulfillment totals, resolved tickets totals and completed email totals into the department's KPI tracking spreadsheet that measured daily quotas.
- As back-up receptionist, directed incoming calls to internal personnel and departments, routing to best qualified department and managed will call pick ups.
- Cross trained colleagues as back-ups for receptionist, diver and pro kit order fulfillment processing and shipping.
- Liaised with regional training consultants, marketing and management teams for develop solutions and accomplish shared objectives helping drive high customer retention.
- Worked with Customer Service Supervisor to streamline existing processes, communicate roadblocks and offered solutions as needed.
- Implemented "Thankful Thursday" team appreciation day where each team member wrote Thank You cards to their colleague.
- Assisted with monthly potluck lunches to improve team morale and camaraderie.
Education
La Quinta High School
Westminster, CASkills
Multi-line phone talent
Professional telephone demeanor
Creative problem solving
Report preparation
Good listening skills
Complaint resolution
Staff education and cross training
Recordkeeping strengths
Service standard compliance
Administrative support
Order fulfillment
Timeline
Customer Service Advocate
Piper Jordan
11.2021 - 10.2023
Customer Service Representative
PADI
01.1993 - 06.2020
La Quinta High School