Hi, I’m
Sharon Bessicks
Customer Service Representative Lead
Phoenix,AZ
Summary
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
10
years of professional experience
3
years of post-secondary education
Work History
Modivcare Inc.Phoenix, Arizona
Customer Service Lead
05.2014 - 10.2023
Job overview
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
All About PeoplePhoenix, Arizona
Contract Center Specialist
12.2013 - 04.2014
Job overview
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Strengthened communication skills through regular interactions with others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Paid attention to detail while completing assignments.
- Sought out extra training opportunities to enhance customer relationship management abilities.
IPacesettersMesa, Arizona
Outbound/Call Center Agent, Inbound Sales
05.2013 - 11.2013
Job overview
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
Education
Strayer UniversityNewark, DE
Bachelor of Arts from Business
01.2010 - 12.2011
Strayer UniversityNewark, DE
Associate of Arts from Business
04.2008 - 12.2010
Skills
- Escalated Calls Management
- Quality Assurance
- Call Center Software
- Information Updates
- Professional Relationship
- Team Meetings
- Customer Feedback
- Special Assignments
- Staff Monitoring
- Employee Development
- Status updates
- Coaching and mentoring
- Training development aptitude
References
Per request
Timeline
Customer Service Lead
Modivcare Inc.
05.2014 - 10.2023
Contract Center Specialist
All About People
12.2013 - 04.2014
Outbound/Call Center Agent, Inbound Sales
IPacesetters
05.2013 - 11.2013
Strayer University
Bachelor of Arts from Business
01.2010 - 12.2011
Strayer University
Associate of Arts from Business
04.2008 - 12.2010
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