Summary
Overview
Work History
Education
Skills
Timeline
19

Sharonika Ward

Florissant,MO

Summary

Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.

Overview

11
11
years of professional experience

Work History

Service Advocate II

Farmers Group, Inc.
08.2023 - Current
  • Handle inbound calls from licensed agents needing assistance with their current and former policyholders' insurance accounts (i.e. auto, home, renters)
  • Analyze, clarify & resolve intermediate policy and account related questions
  • Review problems and communicate with appropriate dept/personnel to obtain information when necessary
  • Refer agents to appropriate departments or personnel to resolve issues promptly
  • Educate agents by explaining complex details in easy-to-understand terminology
  • Document detail notes in CRM system to track agent interactions and/or updates to service requests
  • Resolve agent inquiries, issues and complaints by providing insightful solutions
  • Update customer accounts to assist agents having issues
  • Remain calm, composed and polite to deescalate aggressive agent behavior
  • Provided key information to supervisors regarding customer issues and the agents complaints
  • Remaining up to date with underwriting guidelines and policy processing
  • Staying consistent with online training courses within the company to keep up with state guidelines, system updates & product knowledge

Licensed Customer Service Representative

Concentrix
06.2013 - 02.2023
  • Handled inbound calls to assist customers with various concerns, questions or technical matters (3rd party staffing company with contracts under different companies; in-office then went remote in 2020)
  • Obtained Property & Casualty License to sell insurance to existing customers
  • Handled outbound calls to parents and/or guardians to make sure important tasks were completed to enroll children into virtual learning
  • Engaged with customers on multiple communication platforms
  • Navigated multiple systems on dual monitors to assist customers
  • Clarified customer issues and determined root cause of technical problems to resolve product or service issues for a well-known cable company
  • Updated account information to maintain customer records.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

High School Diploma -

Job Corps
Kansas City, MO
08.2004

Skills

  • Innovative
  • Positive Attitude
  • Relationship Building
  • Active Listening
  • Strategic Thinking
  • Product Knowledge
  • Attention to Detail
  • Problem Solving
  • Good Telephone Etiquette
  • Verbal Communication
  • Conflict Resolution
  • Critical Thinking
  • Document Review
  • Problem-Solving
  • Organized and Detail-Oriented
  • Technical Proficiency
  • Proficient PC Skills with Microsoft Office (Word, Outlook & Teams)
  • CRM Software, VoIP technology, and multi-line phone operation
  • Multitasking; navigating multiple applications/programs at once on multiple screens

Timeline

Service Advocate II

Farmers Group, Inc.
08.2023 - Current

Licensed Customer Service Representative

Concentrix
06.2013 - 02.2023

High School Diploma -

Job Corps

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Sharonika Ward