Sharon Williams
Stone Mountain,GA
Summary
- With over 15 years of customer service experience, I have developed a deep understanding of empathy, compassion, and patience when dealing with upset or irritated customers. My reliability, commitment, and ability to work well in a team setting have been honed through extensive call center experience. Eager to contribute to a customer-focused team. Successful in identifying relationships and developing effective solutions for business problems. Demonstrates strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
- Equipped with strong problem-solving abilities, willingness to learn, and excellent communicate
Overview
16
16
years of professional experience
Work History
AI Trainer
Remotasks
06.2023 - 05.2024
- Help train the AI with various projects from companies to develop their online platform. Managed time efficiently to complete all tasks within deadlines.
Member Specialist
Sam's Club
06.2021 - 11.2022
- Assist members with their purchases Available to assist if they are having issues with prices or removal of items.
- Check members' receipts before leaving the facility to guarantee no missing items.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Customer Care CC0S1
Jackson Hewitt Tax Services
12.2020 - 04.2021
- Take inbound calls from clients who have their taxes prepared or schedule appointments on their behalf
- Helped clients navigate and understand how their taxes were prepared and why the amount differed from what they expected
- Handle disputes or complaints regarding the way they were treated at the location
- Send a complaint report to the Area Manager so they can contact the location and handle the situation.
- Managed approximately 40 to 50 incoming calls per shift until the queue was clear.
Trainer- Instacart Shopper
Instacart
01.2018 - 03.2021
- Personal Shopper for customers around the Metro Atlanta area
- Trainer for new hires and Trainer for new Trainers
- My duties include Giving support and training to our team of shoppers to help them achieve their goals of meeting the metrics based on their speed and accuracy
- Giving them the tools to ensure that they are giving quality service to the customers
- When new hires come aboard specific processing procedures and one-to-one coaching are given to them
- Encourage them that we are one team, one unit
- Help them become familiar with the store they will be working out of
- Show them there are resources available to them and encourage them to use them
- Let them know we represent Instacart from their appearance to where we stage the customers' orders
- Informed them that we are in Publix, and we must be respectful in every respect while we are there
- Unsuitable behavior is not tolerated
- Let the new hires and trainers know that I am always available if they have any questions, concerns or need assistance
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by 50 %.
In-Store Shopper
Instacart
12.2017 - 03.2021
- Received orders from the Instacart platform and shopped for customers.
- Handled over 50 orders per week with 100% customer satisfaction once received.
- Maintained high satisfaction ratings by completing orders quickly and making good customer selections.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick-up.
- Reviewed customer orders closely to locate desired items and checked the app regularly to identify changes.
- Demonstrated speed and accuracy in order item selection.
- Selected best-quality perishable items such as meat and produce.
- Memorized store layouts and planograms to fulfill orders using the shortest, most efficient route.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
Client Services Rep II
Quest Diagnostics
06.2008 - 08.2017
- Collaborated with Specialized Labs to resolve complex client and patient issues quickly and efficiently.
- Handle all customer contacts received by telephone, in writing, and person
- Troubleshoot inquiries
- Follow-up with customers on issues that cannot be resolved immediately
- Receive more complex customer issues and resolve them to ensure satisfaction
- Make outbound calls to clients to resolve the test in question or call them to inform them of the test not performed
- Developed customized solutions for clients and patients, addressing their unique requirements and preferences.
Education
B.A - Criminal Justice/ Forensic Science
Kaplan University
Davenport, IA05.2011
Skills
- Order Entry
- Help Desk
- Microsoft Office
- Teamwork
- Problem-solving
- Flexibility
- Reliability
- Teamwork and collaboration
Accomplishments
- Documented and resolved which led to positive results.
- Achieved results through effectively helping with task.
Timeline
AI Trainer
Remotasks
06.2023 - 05.2024
Member Specialist
Sam's Club
06.2021 - 11.2022
Customer Care CC0S1
Jackson Hewitt Tax Services
12.2020 - 04.2021
Trainer- Instacart Shopper
Instacart
01.2018 - 03.2021
In-Store Shopper
Instacart
12.2017 - 03.2021
Client Services Rep II
Quest Diagnostics
06.2008 - 08.2017
B.A - Criminal Justice/ Forensic Science
Kaplan University
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