Sharon Lennon
Naples
Summary
Proficient in delivering exceptional customer support while resolving inquiries and complaints efficiently. Recognized for empathy and relationship-building skills, contributing to increased customer loyalty and retention.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Kelly Roofing
Naples, FL
05.2020 - Current
- Provided exceptional customer support through phone, email, and in-person interactions.
- Resolved customer inquiries and issues efficiently, ensuring satisfaction and retention.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted 600 plus homeowners in navigating the insurance claims process following two major storm events.
- Guided customers through every single stage of the roofing and insurance process explaining documentation requirements, claim status, and project timelines.
- Maintained accurate customer records, insurance documentation, and job files using CRM.
Retail Merchandiser
Hallmark
Naples, FL
09.2019 - 05.2023
- Stock and replenish Hallmark greeting cards, gift wrap, ornaments, and related merchandise.
- Execute planograms and seasonal resets according to company standards.
- Maintain clean, organized, and visually appealing displays.
- Update pricing, promotional signage, and product labels accurately.
- Build positive relationships with store management and team members.
- Complete merchandising assignments efficiently while meeting deadlines.
- Serviced Publix (2 locations), Walgreens, Barnes and Noble.
Home Educator
Classical Conversations
Naples, FL
09.2007 - 08.2019
- Created new strategies implemented lesson plans across multiple subjects.
- Managed daily schedules, academic goals, and long-term educational planning.
- Assessed student progress and adapted instruction to meet learning needs.
- Taught critical thinking, communication, and problem-solving skills.
- Organized educational field trips, extracurricular activities, and community learning opportunities.
- Maintained detailed academic records and progress reports.
- Balanced multiple priorities while managing a structured learning environment.
- Directed weekly campus operations for students, families, and tutors.
- Recruited, trained, and mentored tutors to ensure high-quality program delivery.
- Built strong relationships with homeschool families through ongoing communication and support.
- Managed enrollment, registration, and campus logistics.
- Planned orientation sessions, family events, and informational meetings.
- Collaborated with local leadership to achieve community growth and retention goals.
- Maintained accurate records and ensured compliance with program expectations.
- Fostered a welcoming, atmosphere focused on academic excellence and community.
Education
Bachelor of Science - Elementary Education
University of Central Florida
Orlando, FL06-1988
Skills
- Customer service
- Issue resolution
- Customer relations
- Call center experience
- Data entry
- Active listening
- Critical thinking
- Relationship building
Timeline
Customer Service Representative
Kelly Roofing
05.2020 - Current
Retail Merchandiser
Hallmark
09.2019 - 05.2023
Home Educator
Classical Conversations
09.2007 - 08.2019
Bachelor of Science - Elementary Education
University of Central Florida