Sharon Hillie
Newton,MS
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Direct Interactions, Inc.
Seattle, WA
01.2023 - Current
- Process unemployment insurance claims
- Answer incoming calls via computer software and assist customers
- Research information in databases to resolve customer issues
- Maintain composure in escalated situations
- Operate accurately and efficiently in a fast-paced environment
- Handle multiple responsibilities at one time
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Work From Home Customer Service Representative
Alorica
Newton, MS
07.2021 - 11.2022
- Answering general questions on customers' accounts
- Handling online orders and credit card transactions while navigating through dual monitors
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Making outbound calls to help bring delinquent accounts current
- Starting, stopping, and transferring electrical services
- Providing policy and service information
- Greeting and assisting customers with a warm and professional attitude
- Scheduling client appointments
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered a constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Data Processor/Enumerator
U.S. Census Bureau
08.2020 - 11.2020
- Conducted door-to-door Interviews with U.S
- Families
- Processed documents for U.S
- Residents
- Sorted documents for U.S
- Residents
- Identified data errors and discrepancies and implemented swift corrections.
Customer Service Representative
iQor/Asurion
Meridian, MS
05.2011 - 04.2020
- Performed data entry for shipments, and provided customers with information on orders
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Updated and documented customer accounts
- Scheduled in-house service appointments
- Provided policy and service information
- Provided over-the-phone customer service while engaging and building rapport with customers
- Troubleshoot company equipment errors
- Resolved customer complaints and issued refunds when necessary
- Responded to claim inquiries
- Handled online orders and credit card payment transactions
- Worked at an inbound call center
- Ability to navigate through multiple computer screens
- Greeted customers
- Ability to de-escalate situations with irate customers
- Trained new hires ready to start on the production floor
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Seamstress/Framer
La-Z-Boy
Newton, MS
07.1999 - 06.2007
- Built furniture frames using multiple high-power tools on production floor while working as a team
- Sew upholstery material onto furniture
Education
High school diploma -
Newton High School
01.1999
Skills
- Communication and Call Center (10 years)
- Active listener
- Order fulfillment
- Multitasker
- Computer and Typing skills (10 years)
- Manufacturing Experience (8 years)
- Door-to-Door Experience
- Teamwork (10 years)
- Problem Resolution
- De-Escalation Techniques
- Customer Service
- Telephone Etiquette
- Call Centers
- Good Communication Skills
- CRM Software
- Inbound and Outbound Calling
- Technical Support
- Shipping procedures understanding
- Professional telephone demeanor
Certification
CPR, 06/01/20, 06/01/22
Accomplishments
- Customer Service Representative of the Month awards
- Voice of the Customer (VOC) awards
- Quality Performance awards
- Perfect Attendance awards
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It’s easier to ask forgiveness than it is to get permission.
Grace Hopper
Timeline
Customer Service Specialist
Direct Interactions, Inc.
01.2023 - Current
Work From Home Customer Service Representative
Alorica
07.2021 - 11.2022
Data Processor/Enumerator
U.S. Census Bureau
08.2020 - 11.2020
Customer Service Representative
iQor/Asurion
05.2011 - 04.2020
Seamstress/Framer
La-Z-Boy
07.1999 - 06.2007
High school diploma -
Newton High School