SHARON GREEN
Rome,USA
Summary
Customer Support Representative experienced in resolving complex device and account issues through live chat and inbound support. Improved customer satisfaction and loyalty by documenting clear troubleshooting steps and providing attentive service. Focused on enhancing team performance through knowledge sharing and effective communication.
Overview
13
13
years of professional experience
Work History
CHAT SUPPORT REPRESENTATIVE
Coosa Valley Financial Group
Rome, GA
01.2018 - 04.2018
- Responded to live customer chats using company CRM, resolving account questions during each session.
- Managed simultaneous chat conversations while prioritizing urgent issues to maintain consistent response times.
- Calmed frustrated customers via empathetic language, converting complaints into documented follow-up actions.
- Maintained up-to-date knowledge of product features and functions, enhancing customer assistance and satisfaction.
- Resolved escalated customer complaints in an efficient manner.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Fostered positive customer relationships through effective communication and personalized support.
- Utilized knowledge base articles and other resources to identify solutions for customers.
- Collaborated with team members to improve chat response protocols and guidelines.
- Managed seasonal workload in temporary role, ensuring seamless customer support during peak periods.
- Monitored call queues, emails and chats for incoming tickets.
- Documented customer interactions accurately in the ticketing system for future reference.
- Assisted customers in navigating the website and troubleshooting issues with products or services.
- Work from home position taking live chat messages from customers and making sure all inquiries were answered.
INBOUND TECHNICAL SUPPORT AGENT
Kelly Connect/Apple
Rome, GA
12.2016 - 04.2017
- Documented call notes and troubleshooting steps in CRM, providing clear timestamps and reproducible steps for future reference.
- Guided callers through step-by-step iOS and macOS restores over phone, restoring device functionality.
- Coached customers on warranty and repair options, enhancing understanding and acceptance of recommended service pathways.
- Arranged repair appointments with Apple Repair locations to facilitate customer service.
- Pursued continuous learning to maintain expertise in Apple products and services, ensuring informed customer support.
- Maintained up-to-date knowledge of company products, services, policies, procedures, and regulations.
- Managed multiple tasks simultaneously while providing excellent customer service.
- Trained customers on how to properly use their software applications and hardware components.
GENERAL MANAGER OF FOOD SERVICE
Hardee's
Rome, GA
04.2011 - 06.2013
- Managed daily operations including ordering supplies and managing budgets.
- Managed daily operations including ordering supplies, managing budgets, resolving issues as they arise.
- Managed profit goals against budget and prior year, keeping controllable costs within budget.
- Created weekly schedules to optimize staffing and maximize labor costs.
- Managed staff scheduling and training for optimal workforce performance.
- Created weekly sales and labor spreadsheet in Excel to optimize staffing based on sales patterns.
- Trained and supervised staff members in all aspects of restaurant operations.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
- Collaborated with marketing to execute promotional campaigns and enhance customer engagement.
- Monitored and maintained inventory levels to ensure cost-effectiveness and reduce waste.
- Reduced food waste by implementing FIFO stock rotation and daily temperature checks, cutting spoilage.
- Established and enforced health and safety protocols to ensure food handling compliance.
- Led team meetings to communicate goals, updates, and operational standards.
- Designed a short onboarding curriculum and shadow shifts that accelerated new hire readiness for peak hours.
- Trained and supervised staff in restaurant operations to enhance service quality and operational efficiency.
- Monitored daily financial transactions and prepared weekly reports for management review.
- Performed administrative tasks including payroll processing, budgeting activities.
- Ensured compliance with all local health codes, sanitation regulations, and company policies.
- Managed inventory levels ensuring that adequate supplies are available at all times while minimizing waste.
GENERAL MANAGER
Pirates Cove Adventure Golf
Helen, GA
04.2005 - 03.2011
- Directed daily clubhouse operations, scheduled staff shifts, and reduced overtime by improving shift coverage.
- Coordinated local event bookings and group outings, increasing weekday bookings and repeat group business.
- Produced weekly sales and attendance reports for owners, identifying slow periods and recommending targeted promotions to enhance revenue.
- Resolved guest complaints regarding play or facility conditions, issuing refunds or comp vouchers to ensure customer satisfaction.
- Coordinated local event bookings and group outings, boosting weekday bookings and fostering repeat business through personalized service.
- Managed point-of-sale transactions using POS system, reconciling cash drawers and correcting discrepancies daily.
- Documented incidents and submitted accident claims to ensure proper reporting.
Education
ASSOCIATE - BUSINESS
Shorter University
Rome, GeorgiaSkills
- Live chat support
- CRM software
- Call center experience
- Technical troubleshooting
- Customer service management
- Issue and complaint resolution
- Conflict resolution
- Complaint resolution
- Customer relations
- Customer needs assessment
- Customer feedback analysis
- Customer satisfaction assessment
- Service upselling
- Up-selling techniques
- Performance tracking
- Call documentation accuracy
- Documentation accuracy
- Attention to detail
- Multitasking
- Time management
- Stress management
- Adaptability
- Adaptability and flexibility
- Professionalism
- Teamwork and collaboration
- Collaboration support
- Communication skills
- Problem solving
- Decision-making
- Concentration
- Fast typing
- MS office
- Computer skills
- Policies and procedures adherence
- Empathy display
- Persuasion skills
- Continuous improvement
- Account support
- Customer relations
- Customer needs assessment
- Collaborative support
Timeline
CHAT SUPPORT REPRESENTATIVE
Coosa Valley Financial Group
01.2018 - 04.2018
INBOUND TECHNICAL SUPPORT AGENT
Kelly Connect/Apple
12.2016 - 04.2017
GENERAL MANAGER OF FOOD SERVICE
Hardee's
04.2011 - 06.2013
GENERAL MANAGER
Pirates Cove Adventure Golf
04.2005 - 03.2011
ASSOCIATE - BUSINESS
Shorter University