Sharon Tuominen
Raleigh,NC
Summary
Focused client support specialist promoting several years' expertise working for organizations. Courteous and cordial with a desire to take on challenges at a new company.
Overview
7
7
years of professional experience
Work History
Client Support Specialist
Western & Southern Life
Cary, NC
08.2021 - 12.2024
- Documented all customer interactions in the company's database system.
- Maintained customer accounts and updated account information as needed.
- Initiated and monitored death claims.
- Assisted other departments with resolving any outstanding client issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Performed data entry tasks for client records management.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delivered exceptional client experience and encouraged repeat business.
- Collected deposits or payments and arranged for billing.
- Handled multiple chat sessions simultaneously while providing excellent support to clients.
- Developed training materials for new team members related to customer service processes.
- Worked effectively in team environments to make the workplace more productive.
Office Associate
Food Lion
Raleigh, NC
05.2018 - 07.2021
- Managed the service desk and front end
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interacted with customers regularly to ensure their needs were met.
- Monitored employee productivity to provide constructive feedback and coaching.
- Assisted customers with lottery, money order, and Western Union transactions
- Counted cash and balanced safe
- Back up cashier as needed
- Answered telephone inquiries from customers and vendors regarding office operations.
- Maintained front desk to provide positive first impression.
- Verified the accuracy of cash drawer contents at beginning and end of shift.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
Education
Bachelor of Science - Geological Sciences
East Carolina University
Greenville, NC07.2017
Master of Science - Geological Sciences
Ohio University
Athens, OHSkills
- Administrative and office support
- Resourcefulness
- Data entry accuracy
- Professional demeanor
- Problem resolution aptitude
- MS office
- Transaction processing
- Recordkeeping strengths
- Customer needs assessments
Timeline
Client Support Specialist
Western & Southern Life
08.2021 - 12.2024
Office Associate
Food Lion
05.2018 - 07.2021
Bachelor of Science - Geological Sciences
East Carolina University
Master of Science - Geological Sciences
Ohio University
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