Sharon Madison, III
Douglasville,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Contact Representative (OA)
Social Security Administration (OHO)
Atlanta, GA
04.2008 - Current
- Assist clients with inquiries regarding Social Security benefits and services, and programs,
- Adapte communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Provide accurate information to facilitate benefit applications and claims
- Maintain Personal Identifiable Information (PII) confidentiality while handling sensitive personal information
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Mentor Team representatives, fostering a collaborative environment and sharing best practices for customer service.
- Identify and resolve discrepancies and errors in customer accounts.
- Manage a very high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Maintain detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Participate in regular professional development opportunities to enhance skills and stay current on industry trends.
- Proactively identify potential areas of improvement within the contact center's operations, offering suggestions and helping to implement changes that led to enhanced customer experiences.
- Transcribe verbatim court proceedings, ensuring accuracy and completeness of legal documentation.
- Contribute to a positive courtroom atmosphere through respectful interactions with all involved parties and exhibiting professional demeanor at all times.
- Maintain up-to-date knowledge of legal terminology, enabling accurate transcription of complex proceedings without compromising the quality of information captured.
Education
Some College (No Degree) - Criminal Justice
Mercer University
Macon, GASome College (No Degree) - Criminal Justice
South University Savannah
GAHigh School Diploma -
West Jefferson Sr. High
Harvey, LA05.1988
Skills
- Attention to detail
- Assertiveness
- AWS, CHIP, IMAIN, PCOM systems expert
- Calm and professional under pressure
- Customer service excellence
- Data entry proficiency
- Interpersonal skills
- Multitasking Abilities
- Problem-solving skills
- Quality assurance optimization
Timeline
Contact Representative (OA)
Social Security Administration (OHO)
04.2008 - Current
Some College (No Degree) - Criminal Justice
Mercer University
Some College (No Degree) - Criminal Justice
South University Savannah
High School Diploma -
West Jefferson Sr. High