Sharon Howell
Winder,GA
Summary
A self-motivated, dependable, and experienced Quality Assurance Specialist with over 30 years of extensive customer service, account management, and team leadership expertise. Demonstrated ability to lead effectively and mentor teams of specialists, ensuring excellence in quality monitoring across various communication channels (phone, chat, email), issue identification and resolution, comprehensive process improvements, and detailed performance reporting. Known for exceptional written and oral communication skills, fostering professional and collaborative relationships with internal departments, field personnel, and customers alike. Passionate about driving customer satisfaction, operational efficiency, and continuous organizational improvement. Seeking to contribute proven leadership and quality assurance expertise within a dynamic, growth-oriented environment.
Overview
21
21
years of professional experience
Work History
Regional Customer Team Lead
Saia LTL Freight
05.2024 - 06.2025
- Monitored CUIC dashboards to track real-time performance and service metrics
- Reviewed calls and emails for assigned Regional Coordinators (RCs) and Customer Service Representatives to ensure quality and compliance
- Assessed QA calibration scores and collaborated with QA Specialists to align evaluation standards
- Evaluated productivity metrics and provided individualized coaching to drive improvement
- Conducted side-by-side sessions to mentor and develop team members
- Identified and resolved escalated customer concerns via CRM review and case pulling
- Utilized the Growth & Development Opportunities Smartsheet for targeted coaching and skill-building
- Supported onboarding and training efforts for new hires to ensure seamless integration
- Participated in candidate interviews and evaluation processes as needed
- Led team office meetings and facilitated open forums for feedback and updates
- Provided Webex support and monitored the Graduates Nest to ensure continuous learning
- Analyzed performance metrics to identify areas for improvement and optimize team effectiveness.
- Maintained and updated the Lead Agenda Smartsheet weekly to support team alignment
- Conducted monthly huddles to promote team engagement, alignment, and performance transparency
Quality Assurance Specialist
Saia
08.2016 - 05.2024
- Conducted quality monitoring of customer communications to ensure service excellence and consistency
- Utilized quality monitoring data management systems to compile, track, and analyze performance at the individual CSR level
- Delivered targeted training and coaching to Customer Service Representatives (CSRs) based on performance evaluations
- Maintained and updated spreadsheets and performance dashboards to provide management with real-time insights
- Handled escalated calls to support CSRs in resolving complex customer issues
- Mentored new Customer Service Representatives, guiding them through onboarding and performance expectations
- Handled inbound calls, emails in a professional manner with empathy and compassion
- Presented findings and recommendations to management, influencing strategic decisions related to quality improvements
- Worked remotely from March 2020 to May 2024
Customized Account Representative
Saia LTL Freight
01.2005 - 08.2016
- Coordinated with internal departments to resolve service issues and enhance customer satisfaction
- Communicated with stakeholders to
- customers received required services
- Daily tracking to ensure on time delivery
- Recognized for consistently meeting performance benchmarks and contributing to a positive team environment
- Developed and maintained strong relationships with clients, fostering loyalty and retention.
- Analyzed account performance metrics to identify trends and recommend improvements
- Managed customer accounts to ensure satisfaction and retention through effective communication and problem solving
- Held other positions within the organization, including Customized floater, XA representative
Customer Service Representative
Saia LTL Freight
04.2004 - 01.2005
- Resolved customer inquiries efficiently, ensuring satisfaction and loyalty.
- Responded to customer inquiries via telephone, email and chat.
- Managed escalated issues with professionalism, restoring customer trust effectively.
- Developed streamlined processes for handling high-volume calls, improving response time.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website, improving overall user experience
Education
Associate of Arts - Religious Studies
Beulah Heights University
Atlanta, GA01.2014
Skills
- AS400 Systems
- Microsoft Outlook
- Microsoft Office Suite
- Cisco Interaction Manager (CIM)
- Customer Relationship Management (CRM) Platforms
- Written and Oral Communication Excellence
- Fast and Accurate Typing Skills
- Data Entry Proficiency
- Strong Problem-Solving Abilities
- Quality Monitoring and Call Auditing
- Service Issue Identification and Resolution
- Performance Reporting and Metrics Analysis
- Customer Communication and Conflict Resolution
- Cross-Functional Team Collaboration
- Customer focus
- Process and Workflow Improvement Initiatives
- Attention to Detail and Accuracy
- Conflict resolution
- Coaching and mentoring
Timeline
Regional Customer Team Lead
Saia LTL Freight
05.2024 - 06.2025
Quality Assurance Specialist
Saia
08.2016 - 05.2024
Customized Account Representative
Saia LTL Freight
01.2005 - 08.2016
Customer Service Representative
Saia LTL Freight
04.2004 - 01.2005
Associate of Arts - Religious Studies
Beulah Heights University
Membership Professional Affiliations
Ordained Minister, St. John Baptist Church
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