Summary
Work History
Education
Skills
Timeline
AssistantManager
Sharonda Harris

Sharonda Harris

Kansas City,KS

Summary

Dynamic communications professional with extensive experience at St. Mary's Hospital for Children, excelling in operating switchboards and delivering exceptional customer service. Recognized for enhancing interdepartmental communication and training new staff, while effectively managing emergency calls with a calm demeanor. Proven ability to resolve conflicts and ensure accurate information flow.

Work History

Customer Associate

Maritz Inc
12.2012 - 11.2018
  • Assisted in maintaining store cleanliness, contributing to a pleasant shopping environment.
  • Resolved customer issues efficiently, resulting in positive feedback and increased loyalty.
  • Assisted with price verifications and implemented adjustments for discounts or promotions.
  • Stretching beyond assigned duties when needed for smooth business operations.

Customer Service Representative

Victorian Trading Company
03.2012 - 11.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Communications/PBX Operator

St. Mary's Hospital for Children
05.2023 - Current
  • Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
  • Trained and mentored new PBX operations employees.
  • Enhanced communication between departments by promptly transferring calls and providing accurate information.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
  • Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
  • Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
  • Provided exceptional customer service through polite and professional interactions with all callers.
  • Organized voicemail systems and message retrieval processes, enabling team members to access important information quickly.
  • Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
  • Received incoming calls and paged individuals and departments over PA system.

Call Center Medical Operator

Baptist Health Medical Center
12.2018 - 11.2022
  • Accurately documented all operational data, ensuring up-to-date records for review and analysis.
  • Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
  • Provided on-the-job training to newly hired workers and team members.
  • Managed crisis communication situations, protecting company reputation and minimizing negative impact on stakeholders.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Flemming Foods

Shipping Clerk
01.1997 - 03.2017
  • Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
  • Trained and mentored new PBX operations employees.
  • Enhanced communication between departments by promptly transferring calls and providing accurate information.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
  • Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
  • Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
  • Provided exceptional customer service through polite and professional interactions with all callers.
  • Organized voicemail systems and message retrieval processes, enabling team members to access important information quickly.
  • Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
  • Received incoming calls and paged individuals and departments over PA system.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

F.L. Schalgle High School
Kansas City, KS
05.1983

Skills

  • Operating switchboards
  • Telephone operations
  • Answering questions
  • Strong telephone etiquette
  • Work prioritization
  • Call monitoring
  • Excellent verbal communication skills
  • Call routing
  • Making appointments
  • Switchboard operation
  • Coordinating reservations
  • Message taking
  • Typing skills of number WPM
  • Managing phone systems
  • Excellent phone demeanor
  • Computer skills
  • Typing skills
  • Greeting customers
  • Flexible schedule
  • Telecommunications
  • Emergency response
  • Clerical support
  • Emergency call support
  • Call follow-up
  • Time management
  • Problem-solving
  • Scheduling appointments
  • Quality assurance
  • Professional demeanor

Timeline

Communications/PBX Operator

St. Mary's Hospital for Children
05.2023 - Current

Call Center Medical Operator

Baptist Health Medical Center
12.2018 - 11.2022

Customer Associate

Maritz Inc
12.2012 - 11.2018

Customer Service Representative

Victorian Trading Company
03.2012 - 11.2018

Flemming Foods

Shipping Clerk
01.1997 - 03.2017

F.L. Schalgle High School

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Sharonda Harris