Sharon Saulsbury
Rochester,NY
Summary
Dedicated technical support customer service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure handling emergency alarm call backs, adapting to new situations and challenges to best enhance the organizational brand. Experienced customer service with over 10 years of experience . Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of tasks and training at all levels. Motivated to learn, grow and excel. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Technical Support Department
ADT Security Services
Rochester, NY
01.2015 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Submitted service tickets for equipment maintenance requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and security software.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Handled 60 to 70 calls per day to address customer inquiries and concerns
Private Care Coordinator
Private Home Duty
ROCHESTER, United States
02.2014 - 01.2015
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Supported patient care excellence via planning and interpretation of programs.
- Completed resident assessments in accordance with current regulations and guidelines.
- Enhanced application of nursing and medical practices in alignment with laws and regulations.
- Handled 50 calls per day to address customer inquiries and concerns
Senior Residence Manager
Cerebral Palsy Of Rochester, New York
Rochester, NY
02.2006 - 02.2014
- Promoted positive relations between residents and staff.
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Enforced policies and safety standards through building and room rounds.
- Supported personal needs of residents dealing with diverse conditions.
- Facilitated floor meetings to discuss concerns, review complaints and convey information about policy changes.
- Strategized to improve resident care and satisfaction and held weekly meetings with directors to advocate for resident needs.
- Provided swift and knowledgeable emergency support in line with campus crisis protocols.
- Created plans and communicated deadlines to complete projects on time
- Proved successful working within tight deadlines and fast-paced atmosphere
- Participated in team-building activities to enhance working relationships
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Saved 78% of budget by implementing cost-saving initiatives that addressed long-standing problems
- Monitored company inventory to keep stock levels and databases updated
Residential Manager
Continuing Developmental Services
Rochester, NY
03.2006 - 02.2008
- Devised and implemented patient and resident care plans, programs, policies and procedures.
- Interviewed and assessed average of 50 incoming residents per week.
- Screened and reviewed resident applications by completing credit and criminal background checks and verifying employment and previous rental history.
- Coordinated vendors such as carpet cleaners, tilers, cable suppliers and satellite and phone service providers.
- Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
- Collected, recorded and deposited monthly rents from over 100 tenants.
- Conducted property move-ins, move-outs and walk-through inspections over 10 years.
- Reported and documented maintenance requests and scheduled appropriate services.
- Fostered community relationships to improve resident satisfaction through office hours, monthly meetings, and 24/7 emergency on call.
- Used multiple software programs listed however not limited to secured software, microsoft, quickbooks, and ledgers to maintain resident database of personal information, repairs and lease agreements.
- Managed, scheduled and determined workload for multiple group homes-member property management team.
- Conducted inspections of medicaid billing, HUD Housing programs, OPWW- New York State Office for People With Disabilities guidelines, property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
- Delivered emergency 24-hour on-call service for tenants on building issues.
Case Manager
: Buffalo Federation Of Neighborhood Centers
Buffalo, NY
01.1996 - 03.2006
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
- Referred families to shelters, legal resources and educational programs.
- Conducted community workshops to promote different programs and educate public on available services.
- Developed and implemented variety of innovative policies and strategies to promote client self-sufficiency.
- Coordinated individual referrals to obtain community services, advocated for client needs and resolved roadblocks.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs
- Evaluated IEP for compliance with state and federal requirements regulations and rectified non-compliance issues immediately
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems
- Managed caseload of 27 to 30 recently released from incarceration, rehabilitation centers, and psychiatric center to provide comprehensive, community-based care .
- Worked with team of judges, attorneys, probation officers, local police department, Psychiatrist, and dependency counselors to develop and build skills necessary for individuals on case load to live independently in community.
Education
Bachelor of Science - Science Education
SUNY Buffalo State
Buffalo, NYSkills
- Hardware Upgrades
- Issue and Resolution Tracking
- Development Documentation
- Software Evaluation
- Call Center Operations
- Technical Troubleshooting
- Hardware and Software Repair
- Resolving Problems and Incidents
- Software Diagnosis
- Service Schedule Coordination
- Troubleshooting Network Issues
- Organizational Skills
- Customer Support Needs Assessment
Accomplishments
- Increased number of resolved job tickets by 20% over previous year.
- Recipient of individual and departmental awards for providing stellar client service.
- Supervised team of 200 staff members.
- Collaborated with team of 12 in the development of Lean Six Sigma Project to reduce overall cost reduction for 20 year budge.
- Documented and resolved a departmental issue of rapid turn around of women recently released from long term incarceration, psychiatric center, and rehabilitation center. Which led to crafting, and facilitating, the first Woman's Support Group - Woman of Excellence Maturity and New Beginnings. We are fearfully and Wonderfully Made.
Timeline
Technical Support Department
ADT Security Services
01.2015 - Current
Private Care Coordinator
Private Home Duty
02.2014 - 01.2015
Residential Manager
Continuing Developmental Services
03.2006 - 02.2008
Senior Residence Manager
Cerebral Palsy Of Rochester, New York
02.2006 - 02.2014
Case Manager
: Buffalo Federation Of Neighborhood Centers
01.1996 - 03.2006
Bachelor of Science - Science Education
SUNY Buffalo State