Summary
Overview
Work History
Education
Skills
Timeline
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SHARON GARCIA

Orlando,FL

Summary

Highly-motivated employee with strong work ethic and desire to take on new challenges. Experienced background in high-volume customer service environments. Proven experience managing diverse teams, resolving complex customer inquiries, and fostering client relationships to boost loyalty. Strengths include problem-solving skills, team leadership abilities, and clear communication style.

Overview

8
8
years of professional experience

Work History

Lead Customer Service Agent

SP PLUS
Orlando, USA
10.2022 - Current
  • Provided excellent customer service to customers by responding promptly and efficiently to inquiries, complaints and requests.
  • Developed relationships with customers to ensure repeat business and customer satisfaction.
  • Resolved customer issues in a timely manner, escalating more complex matters to supervisors when necessary.
  • Trained new staff on customer service processes and policies.
  • In charge of inventory and lost and found items.

Manufacturing Production Associate

Clayton Homes Manufacturing
Belton, USA
09.2021 - 08.2022
  • Assisted in the assembly of parts for production machines.
  • Maintained quality standards throughout the manufacturing process.
  • Performed daily maintenance and cleaning on machinery.
  • Monitored inventory levels and restocked materials as needed.
  • Tracked production records and reported any discrepancies to management.
  • Followed safety protocols while operating equipment or handling hazardous materials.
  • Completed job orders by following instructions from supervisors or team leads.
  • Identified problems with production lines and took corrective action as needed.
  • Supported coworkers with tasks related to assembly line operations.
  • Communicated with co-workers to improve unit production.
  • Escalated manufacturing issues to management and quality assurance to identify solutions.
  • Attended training sessions to stay updated on new manufacturing technologies and processes.

Lead Call Center Customer Service Representative

Conduent State Healthcare
Killeen, USA
10.2020 - 04.2021
  • Answered incoming customer calls regarding product inquiries, orders, and complaints.
  • Provided customers with product and service information.
  • Resolved customer issues in a timely manner.
  • Maintained accurate records of customer interactions and transactions.
  • Identified potential opportunities for upselling products or services to customers.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Followed up with customers to ensure their satisfaction with the resolution of their issue.
  • Assisted customers in navigating webpages for online purchases or account setup.
  • Offered support for technical problems associated with products or services purchased by the customer.
  • Responded promptly to customer inquiries via email or chat systems.
  • Updated existing customer information as needed in company databases.
  • Documented all call information according to standard operating procedures.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Manufacturing Production Associate

Clayton Homes Manufacturing
Belton, USA
08.2019 - 07.2020
  • Assisted in the assembly of mobile homes
  • Maintained quality standards throughout the manufacturing process
  • Performed daily maintenance and cleaning on machinery and work area
  • Followed safety protocols while operating equipment or handling hazardous materials
  • Organized supplies in a safe manner according to company regulations

Customer Service Agent

Bags Inc.
Orlando, USA
12.2016 - 01.2019
  • Resolved customer complaints quickly and efficiently
  • Assisted passengers with their baggage needs, including providing information on the status of their luggage
  • Resolved customer complaints quickly and efficiently.
  • Tracked orders from placement to delivery using internal systems.
  • In charged of inventory and lost and found items in aircrafts
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses
  • Answered incoming customer calls regarding payments, bills, and updating account personal information
  • Provided customers with updates and program information
  • Resolved customer issues in a timely manner
  • Assisted customers in navigating webpages for online payments or account setup

Education

High School Diploma -

Colonial High School
Orlando, FL
05-2014

Skills

  • Bilingual
  • Calm Under Pressure
  • Dependable and Responsible
  • Team Building
  • Organization and Time Management
  • Team training and leadership
  • Call management
  • Quality control
  • Positive and friendly
  • Customer service

Timeline

Lead Customer Service Agent

SP PLUS
10.2022 - Current

Manufacturing Production Associate

Clayton Homes Manufacturing
09.2021 - 08.2022

Lead Call Center Customer Service Representative

Conduent State Healthcare
10.2020 - 04.2021

Manufacturing Production Associate

Clayton Homes Manufacturing
08.2019 - 07.2020

Customer Service Agent

Bags Inc.
12.2016 - 01.2019

High School Diploma -

Colonial High School

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SHARON GARCIA