Sharon Conway
Summary
Adept at managing high-stress situations and resolving conflicts, I leveraged my critical thinking and active listening skills at Unifi and the San Luis Obispo County Sheriff's office to enhance customer loyalty and community safety. My expertise in complaint resolution and investigative techniques led to increased customer satisfaction and successful case resolutions, showcasing my ability to deliver under pressure.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
35
35
years of professional experience
Work History
Customer Service Representative
Unifi
11.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Detective
San Luis Obispo County Sheriff
04.1990 - 03.2018
- Prioritized multiple active cases efficiently by continually reassessing urgency levels based on emerging factors such as public safety concerns or new leads.
- Maintained confidentiality of sensitive information while sharing vital intelligence with appropriate colleagues for effective case resolution.
- Interviewed suspects and witnesses using skilled interrogation techniques for gathering crucial information related to investigations.
- Gathered facts from interviews of suspects, witnesses, and complainants.
- Wrote detailed reports outlining case findings for internal files and legal purposes.
- Participated in court hearings to provide written reports, evidence and verbal testimonies.
- Preserved evidence for court hearings and checked integrity of individual pieces.
- Developed strong relationships with local, state, and federal law enforcement agencies for collaborative efforts in solving high-profile cases.
- Delivered calm, professional testimony to support case evidence, establish timelines, and offer law enforcement expertise.
- Kept meticulous and detailed records of each case to avoid causing any problems with prosecution.
- Investigated complaints brought by members of community by conducting interviews and compiling evidence.
- Enhanced community safety by conducting thorough investigations, leading to the arrest and prosecution of criminals.
- Coordinated crime scene searches methodically for comprehensive evidence collection ensuring no critical elements are missed.
- Identified witnesses and collected statements to gather information and pursue remedies for violations of legal standards.
- Solved complex cases by utilizing advanced investigative techniques and collaborating with fellow detectives.
Education
Associate of Arts - General Studies
American Public University
Online05-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Complaint resolution
- Professional telephone demeanor
- Customer satisfaction measurement
Timeline
Customer Service Representative
Unifi
11.2021 - Current
Detective
San Luis Obispo County Sheriff
04.1990 - 03.2018
Associate of Arts - General Studies
American Public University
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