Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sharon Burke

Fairfield,OH

Summary


Corporate Accounts- paper and packaging.

Automotive Accounts- paper, packaging, facility supplies.

National Accounts- paper and packaging

Motivated Customer Service Team Lead with 30 years of industry experience, who thrives in fast-paced environments. Works independently, with minimal supervision, and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,

Overview

31
31
years of professional experience

Work History

CUSTOMER SERVICE /CUSTOMER SERVICE TEAM LEAD

VERITIV CORPORATION
FAIRFIEL , OHIO
08.1991 - Current
  • Coached new team members on service techniques and provided scoring through quality assurance program and training.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing. Backed up Customer Service Mangers in absence or vacations.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Managed more than 50 accounts in Paper, Packaging and Facility Supply industry.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Handled day-to-day customer contact via phones, faxes and emails.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Initiated up-sell techniques to increase sales, boosting sales or alternative offerings.

OUTSIDE SALES / DESIGN PRINT ADVERTISING

MIDDLESBORO DAILY NEWS
MIDDLESBORO , KY
01.1991 - 06.1991
  • Established new accounts through cold calling and personal visits to potential customers.
  • Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Contacted new and existing customers to discuss ways to meet needs through specific products and services.
  • Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
  • Built strong client rapport to establish diversified network of connections.
  • Identified prospective customers by using business directories and following leads from existing clients.

Education

High School Diploma -

Woodhaven High School
Flat Rock, MI

CERTIFICATE - BUSINESS EDUCATION

WILMA BOYD CAREER SCHOOL
PITTSGBURG PA.
06.1982

Skills

  • Upbeat and Positive Personality
  • Customer Retention Strategies
  • POS Systems and Ordering Platforms
  • Customer Account Management
  • Customer Data Confidentiality
  • Upselling Products and Services
  • Data Entry and Maintenance
  • Creative Problem Solving
  • Verbal and Written Communication
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Responding to Difficult Customers
  • Salesforce CRM
  • Call Volume and Quality Metrics
  • Inventory Management
  • Inter-Department Collaboration
  • Strong Analytical and Problem Solving Skills
  • Excellent Attention to Detail
  • Establishing and Maintaining Customer Relationships
  • Computer Proficiency
  • Time Management
  • Cultural Awareness and Sensitivity
  • Promoting Brand and Company Identity
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure

Timeline

CUSTOMER SERVICE /CUSTOMER SERVICE TEAM LEAD

VERITIV CORPORATION
08.1991 - Current

OUTSIDE SALES / DESIGN PRINT ADVERTISING

MIDDLESBORO DAILY NEWS
01.1991 - 06.1991

High School Diploma -

Woodhaven High School

CERTIFICATE - BUSINESS EDUCATION

WILMA BOYD CAREER SCHOOL

Similar Profiles

CREATE PROFILE
Sharon Burke