Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Sharon Degen

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

KeyBank
07.1997 - 09.2000
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted available products and services to customers during service, account management, and order calls.

Customer Service Representative

M & T Bank
07.1992 - 01.1997
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted available products and services to customers during service, account management, and order calls.

Customer Service Associate

Sears Credit Center
09.1989 - 06.1992
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Informed customers about special promotions and provided detailed information for various products.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided product and service recommendations to guide customers on products to meet varying needs.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Bachelor of Science - Child Care

Medaille College
Buffalo, NY
05.1996

Associate of Science - Alcohol Abuse Counseling

Erie Community College
Buffalo, NY
05.1992

Skills

  • Data Entry
  • Call Management
  • Complaint Resolution
  • Appointment Scheduling
  • Product Knowledge
  • Professional Telephone Demeanor
  • Customer Relations
  • Problem-Solving Abilities
  • Customer Service
  • Active Listening

Additional Information

  • Volunteered at the Humane Society of Charles County during the summers at day camps assisting the teachers with the kids.
  • Assisted with my daughter's Kindergarten class as a teacher's helper.
  • Assisted at my children's Elementary School for numerous years doing their book fair.
  • Assisted my three daughters Girl Scout Troops over the years by being Cookie Mom, Assistant troop leader, planning of badge requirements and end of the year travel plans.
  • Help assist my husband in running my daughter's soccer team with planning snack schedules, ordering trophies, and making team party plans.

Timeline

Customer Service Representative

KeyBank
07.1997 - 09.2000

Customer Service Representative

M & T Bank
07.1992 - 01.1997

Customer Service Associate

Sears Credit Center
09.1989 - 06.1992

Bachelor of Science - Child Care

Medaille College

Associate of Science - Alcohol Abuse Counseling

Erie Community College

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Sharon Degen