Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHARON A. TAYLOR

Homestead

Summary

Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.

Overview

6
6
years of professional experience

Work History

Remote Customer Service Agent

HSN
West Chester, PA
02.2024 - 07.2024
  • Guided customers through order placement and return/exchange procedures, ensuring a seamless shopping experience.
  • Maintained 97% quality scores, effectively managing average handling time and maximizing upsell potential.
  • Assisted customers in managing payments for easy pays and configuring auto delivery options to enhance convenience.

Remote Customer Service Voice Agent

Chewy
01.2023 - 01.2023
  • Provide Top Notch customer service to pet parents and vet clinics via inbound calls.
  • Assist customers and explain accurate process in placing prescription orders or vet diet items.
  • High CSAT, Compliance and WOW request scores.

Remote Inbound Customer Service Agent

Arise
01.2022 - 01.2022
  • Provide highest level of customer service to customers via inbound calls.
  • Achieved 98% CSAT (Customer satisfaction) goal for each quarter.
  • Assist customers with new account setup, shipping status and return status.

Remote Call Center Agent

Live Ops
01.2019 - 01.2020
  • Provide exceptional customer service to customers via inbound and outbound calls
  • Handle customer complaints and track packages
  • Guide customers in product selection and processing orders.

Education

Correspondence Course -

Oxford University
Oxford, United Kingdom
01.1988

High School Diploma - undefined

Titchfield High School
Port Antonio, Jamaica
01.1981

Skills

  • Strategic issue identification
  • Strong verbal and written communication
  • Proficient in MS Office Suite
  • KPI analysis (AHT, QA, CSAT)
  • Knowledge management articles
  • Call center experience
  • Empathetic and genuine
  • Active listening
  • Relationship building
  • De-escalation techniques
  • Call flow maximization
  • Order placement
  • Delivery tracking
  • Returns processing

Timeline

Remote Customer Service Agent

HSN
02.2024 - 07.2024

Remote Customer Service Voice Agent

Chewy
01.2023 - 01.2023

Remote Inbound Customer Service Agent

Arise
01.2022 - 01.2022

Remote Call Center Agent

Live Ops
01.2019 - 01.2020

High School Diploma - undefined

Titchfield High School

Correspondence Course -

Oxford University