Sharon Reese
Riverdale
Summary
Customer service professional with solid background in managing customer interactions and ensuring satisfaction. Known for reliability and adaptability, consistently achieving positive outcomes. Excel at conflict resolution and effective communication, fostering collaborative team environment.
Overview
18
18
years of professional experience
Work History
Remote Customer Service Advisor
Concentrix
01.2024 - Current
- Assisted customer service representatives to defuse escalated issues and worked directly with customers to support resolution
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions
- Provided attentive and personable service to guests in telephone, email and chat inquiries
- Answered telephone inquiries related to customer applications, accounts, subscriptions, or requests
- Managed customer calls efficiently in fast-paced call center environment
- Answered inbound calls to handle various concerns, set appointments and close sales
- Assisted customers in navigating company website or application during support interactions
Police Officer
Clark Atlanta University
04.2023 - 09.2023
- Employed industry-standard interviewing and listening skills when talking to complainants and witnesses
- Wrote routine reports detailing criminal investigations and supporting evidence
- Handled domestic disputes tactfully, de-escalating tensions while providing appropriate support to affected individuals.
- Reacted and responded quickly and effectively to emergency and non-emergency situations
- Established strong rapport with students and teachers using active listening and professional communication skills
- Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
Custom Protection Officer, Armed
G4S Secure Solutions
12.2017 - 09.2018
- Provide security for detainees that are hospitalized at UF Shands Health, shift logs, and produced daily reports outlining security activities and specific incidents
- Supervised and directed detainees' movement during various activities on and off campus
- Applied effective communication and interpersonal skills when interacting with all levels of personnel and the public
Diplomatic Armed Security Officer
Inter-Con Security Systems Inc
06.2007 - 09.2015
- A member of a team of security professionals at the State Department Bureau of Diplomatic Security, responsible for protecting the Secretary of State, high-ranking foreign dignitaries officials, and classified information, also assigned to a special task when the President comes for business
- Performed a range of law enforcement duties
- Worked at the command center monitoring the technical security system, dispatch personnel response to emergencies, and coordination with the Watch Commander
- Conducted risk assessments to identify and mitigate potential threats.
- Provided excellent customer service while maintaining security standards.
Education
Project Manager Certification -
George Mason University
Fairfax, VAAssociate of Arts - Business Management
Northern Virginia Community College
Manassas, VAHigh School Diploma - undefined
Bay Ridge High School
Brooklyn, NYSkills
- Dispatch
- Microsoft Office
- De-escalated complaints using specialized communication techniques
- Telephone Etiquette
- Electronic surveillance
- Written Communication
- Live Chat Support
- Access control procedures
- Addressed concerns and complaints and resolved issues promptly
- Effective Communication
- Data collection
Timeline
Remote Customer Service Advisor
Concentrix
01.2024 - Current
Police Officer
Clark Atlanta University
04.2023 - 09.2023
Custom Protection Officer, Armed
G4S Secure Solutions
12.2017 - 09.2018
Diplomatic Armed Security Officer
Inter-Con Security Systems Inc
06.2007 - 09.2015
Associate of Arts - Business Management
Northern Virginia Community College
High School Diploma - undefined
Bay Ridge High School
Project Manager Certification -
George Mason University
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