Sharon Glozer
Hightstown,NJ
Summary
Dedicated team player looking to secure a challenging position in a growth oriented, esteemed organization that will utilize my exceptional customer service skills to drive and deliver world class service
Seasoned Retention Specialist with background in enhancing customer satisfaction and loyalty. Possess strong knowledge of customer relationship management, proven ability to build rapport and resolve complex issues effectively. Skilled at developing strategies for customer retention, contributing to team success, and consistently surpassing performance goals. Significant impact observed in previous roles through increased client retention rates and improved customer experience standards.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Retention Specialist
Service Plus
Edison, NJ
10.2018 - Current
- Receive and process incoming service requests/claim calls from customers and clients
- Assist with assignments of technicians to best match customer/technician schedule availability
- Follow up on open claims and closeout when the repair is complete
- Provide general customer service including establishing service initiation customer assistance throughout the service delivery process
- Become a point of contact for customers that need additional follow up
- Assist Team Lead with delivering non-approved claims to customers
- Provide service on multiple warranty and/or service products, including data entry and navigation of applicable claims and product systems
- Total Home Protection plans offer comprehensive protection against the high cost of repair or replacement of properly maintained major systems and appliances.
Customer Service Agent
Choice Home Warranty
Edison, NJ
01.2009 - 10.2018
- Received and processed incoming service requests/claim calls from customers and clients
- Assisted with assignments of technicians to best match customer/technician schedule availability
- Followed up on open claims and closeout when the repair was completed
- Provided general customer service including establishing service initiation and assistance to customers and clients throughout the service delivery process
- Became a point of contact for customers that need additional follow up
- Assisted Team Lead with delivering non-approved claims to customers
- Provided service on multiple warranties and/or service products, including data entry and navigation of applicable claims and product systems
- Choice Home Warranty plans offer comprehensive protection against the high cost of repair or replacement of properly maintained major systems and appliances.
Nail Technician, Customer Services
Issalon
East Windsor, NJ
01.2005 - 12.2009
- Highly trained specialist providing care for the nails and skin to keep them attractive and healthy
- Utilized my natural creativeness and artistic abilities in a dynamic and trendy industry
- Highly skilled in utilizing the latest technology to enhance the appearance of natural nails and to master the application of artificial nails
- Offered opportunities to help clients look and feel great thus improving their confidence and self-esteem
Administrative Assistant
Township of Princeton
Princeton, NJ
01.2007 - 12.2008
- Greeted visitors, and managed reception area to ensure effective telephone and mail communications both internally and externally to maintain professional image
- Handled all incoming calls and directed to the appropriate staff member
- Processed requests for office supplies, open and distributed all mail
- Supervised the maintenance of office equipment including; copier, fax machine, etc.
- Managed conference room reservations and organize all aspects for meetings
- Served as point person for organizing all large mailings
- Performed additional duties as assigned
Nail Technician, Manager
Another Look
East Windsor, NJ
01.1991 - 12.2005
- Trained, coached and upheld guest service standards with and support staff
- Accurately maintained nail technicians to maximize revenue
- Balanced books to ensure fair distribution of appointments
- Kept accurate inventory and ensured that par levels of products and supplies were maintained with minimal waste/overuse
- Remained current on new treatment trends and products, and made recommendation/changes/additions for menu
- Communicated new information; facilitated communication between management and team members
- Assisted in providing leadership and direction to all Team Members
- In the absence of salon management, assume the duties of salon manager on duty and assist in all areas of the salon operation as requested by management
- Analyzed and resolved issues, with both internal and external guests, exercising good judgment
Education
Harris Business School
Hamilton, NJSkills
- Microsoft Excel
- Word
- Outlook
- CRM
Certification
NCCT Insurance and Coding Specialist Certified
Timeline
Retention Specialist
Service Plus
10.2018 - Current
Customer Service Agent
Choice Home Warranty
01.2009 - 10.2018
Administrative Assistant
Township of Princeton
01.2007 - 12.2008
Nail Technician, Customer Services
Issalon
01.2005 - 12.2009
Nail Technician, Manager
Another Look
01.1991 - 12.2005
Harris Business School