SharonMarie Heang
Douglasville ,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
Lead Contact Representative
Social Security Administration Office Of Hearings
04.2008 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge for Title II and Title XVI and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved critical issues over phone with customers daily.
- Followed up with customers about resolved issues and completed Action and Action to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
- Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
Education
Ph.D - Forensic Psychology
Mercer University
Macon, GAUniversity of New Orleans
New Orleans, LAMaster Of Criminal Justice - Criminology
South University
Savannah, GASkills
- Calm and Professional Under Pressure
- Taxes Understanding
- Customer Retention Strategies
- Upbeat and Positive Personality
- Professional Relationships
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Organizational Systems
- Needs Assessment
- Corrective Actions
- Interpretation and Translation Services
- Data Entry and Maintenance
- Customer Contact
- Efficient and Detail-Oriented
- Information Updates
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Customer Satisfaction
Affiliations
- Toastmasters
- Rotary International
- Alpha Kappa Alpha
Certification
- Certified ABA Paralegal
Languages
Spanish
Professional Working
Khmer
Limited Working
Tagalog
Elementary
Timeline
Lead Contact Representative
Social Security Administration Office Of Hearings
04.2008 - Current
Ph.D - Forensic Psychology
Mercer University
University of New Orleans
Master Of Criminal Justice - Criminology
South University
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