Sharon Y. McCormick
Mesa,AZ
Summary
Sharon Y. McCormick here, and I have experience in Human Resources, Training, Management, Customer Service, Hiring, Finance, Quality Coaching, QA (Quality Assurance), and Safety & Security. With my experience, I have been instrumental in meeting and exceeding the targeted goals of companies by recruiting, hiring, and training domestic and overseas agents. I have mastered how to manage people and how to help them achieve their full potential. I know and understand that teamwork is key, and it starts with a strong leader. I am someone who will support and guide people to success. I am a leader who is very passionate, personable, dependable, dedicated, loyal, friendly, a team player, very outgoing, and easy to get along with; yet strong, self-confident, and firm. I also know how to and can make difficult decisions. I know my value, and with my experience, I would be a benefit and an asset to Amazon One Medical.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Centralize Support Specialist
Amazon
02.2025 - Current
- Provide C I CARE to all patients.
- Handle patient's inquiries
- Navigate the healthcare system (1Life)
- Answer inbound as well as make outbound calls.
- Triage patients
- Schedule and cancel appointments
- Schedule physician to physician consultations
- Message inquiries from patients and those involved in their care.
- Navigate through multiple systems including but not limited to (Max, 1Life, Slack)
- Collaborate with providers and other operations team members to complete urgent tasks.
- Leverage problem-solving skills
- Document routing (review and file medical documents and correspondences)
- Document, Input and update insurance information
- Request and submit referrals / orders
One Medical Assignment
TEKsystems
10.2024 - 02.2025
- Provide C I CARE to all patients.
- Handle patient's inquiries
- Navigate the healthcare system (1Life)
- Answer inbound as well as make outbound calls.
- Triage patients
- Schedule and cancel appointments
- Schedule physician to physician consultations
- Message inquiries from patients and those involved in their care.
- Navigate through multiple systems including but not limited to (Max, 1Life, Slack)
- Collaborate with providers and other operations team members to complete urgent tasks.
- Leverage problem-solving skills
- Document, Input and update insurance information
- Request and submit referrals / orders
Safety & Security– Operations Agent
IntouchCX Hyundai
02.2023 - 10.2024
- Initial point of contact for inbound ACN and SOS calls
- Dispatch EMS (police and or ambulance)
- Dispatch RSA (roadside assistance)
- Contact ICE if needed (contact person for customer or the person the customer request to be contacted)
- Handle Orphan emails
- Provide excellent team work on service to our customers
Work at home customer service representative
IntouchCX – Hyundai
11.2023 - 02.2024
- First point of contact for inbound customer support calls
- Activate and deactivate Bluelink (car service connection) subscriptions
- Resolved Bluelink activation and deactivation issues
- Assist and resolve activate subscription issues and concerns
- Educated customer on Bluelink packages
- Upsell Bluelink packages
- Reset Bluelink passwords and security codes
- Create tickets to resolve (VIN clearance, vehicle connection issues, payment and refund issues)
- Schedule dealership appointments for maintenance and service
- Respond to emails and chats (Hubspot, Google, Zendesk, Microsoft, Telegram & Tawk)
Hiring Manager
Customer Service Solutions
10.2020 - 09.2023
- Screen, recruit, interview and hire new applicants, ensure orientation and onboarding process, initiate background checks.
- Manage and develop new and existing policies, concepts and methodologies. Plan, lead, direct, develop, and coordinate existing policies.
- Create schedules to meet call volume
- Create, advertise and post job available
- Enter and process new agents into the system
- Collaborate and support colleagues within the business to meet the companies forecast
- Collaborate and support colleagues to resolve challenging issues and concerns related to employees and contractors.
- Collaborate and support new clients with their campaigns
- Train and develop new agents
- Manage Quality Assurance (QA) department
- Research and Development of new systems and campaigns
Training Manager
Customer Service Solutions
08.2018 - 10.2020
- Access training needs
- Developed and delivered training programs and concepts to enhance employees' knowledge, skills, and abilities
- Created, develop, and implemented training material
- Trained agents and staff on all CRM systems
- Trained agents and staff on all chats
- Trained agents and staff on effective communication, listening, and knowledge base skills
- Trained agents and staff on scripts for client products and campaigns to follow
- Helped agents and staff identify their strengths and areas of improvement.
- Provided tools and resources for success
- Provided coaching, mentorship, and guidance to all employees and staff
- Evaluated training program effectiveness
Manager
Customer Service Solutions
05.2017 - 08.2018
- Ensure contractors understand their contracted responsibilities and assigned task.
- Monitor contractor’s productivity, provide constructive feedback through quality assurance and coaching.
- Set goals and expectations for meeting all metrics, deadline and performance in line with the company’s plan and vision.
- Train – Construct and implement training programs for customer support contractors. Provide updates and details on old and new campaigns. Instruct and inform contractors on systems, policies and procedures. Develop team skills in areas of (customer support, communication, campaigns and performance).
- Handle and resolve escalated calls as well as handle overflow calls in the Que.
Independent Contractor
Customer Service Solutions
12.2016 - 05.2017
- Remote Customer Service Agent
- Serve as first point of contact and resource for customer’s concerns and issues.
- Follow prepared scripts, drops and rebuttals.
- Assist in updating account information and policy explanation.
- Ensure that all pertinent information is gathered and entered accurately.
- Respond to information request initiated by customers utilizing a variety of systems.
- Provide information to customers and work with associates /departments to resolve any outstanding questions or concerns.
- Process transactions such as: payments, orders or refunds.
Owner
Hartfield House of Care
03.2009 - 06.2016
- Provide in home care, assistance and support to adults with developmental disabilities
- Provide emotional support, healthy living and a safe home environment
- Provide transportation to and from all necessary appointments
- Monitored and prepared client’s medication
- Monitor and help manage finances
- Prepare and submit daily, weekly and monthly documentations
Employing Broker (Owner)
4 Hearts Realty
04.2008 - 06.2016
- Manage the daily operations of business reports
- Accounting & book keeping
- Property closing (home owners/builders), title companies and mortgage lenders
- Prospect for new customers through networking, referrals, and MLS (multiple listing service)
- Set and maintain the required number of appointments to meet/exceed sales goals
- Manage customer complaints, concerns and satisfaction
- Consulting – (rental, contracts, real estate resources)
Senior Supervisor
Sprint Communications
04.2000 - 02.2009
- Managed a team of 15– 30 representatives, motivated, trained and developed team to reach daily, weekly and monthly goals
- Managed 15 - 20 work at home representatives daily
- Managed and monitored employees vacation and sick time available
- Managed and monitored employees available time and timesheets
- Managed, created and submitted all annual performance reviews for team
- Implemented rewards and certificate system (to help motivate team into reaching their highest potential)
- Support level 1 supervisors by supporting and assisting them with meeting their team’s targeted goals
- Traveled throughout United States as well as Overseas to assist out sourced call centers in meeting, performing and implementing the goals and expectations of Sprint
- Interviewed, trained and hired new employees. Assisted in updating and restructuring the interviewing tools for the Human Resource Department new hire process
Education
Certified Unit Coordinator -
Augusta Technical Institute
Licensed Real Estate Broker - undefined
Jones Real Estate College
Certified Train the Trainer Diploma - undefined
Certified - undefined
Arizona Notary Public
Skills
- Customer service
- Remote support
- Support services
- Management
- Leadership
- Project management
- Planning
- Delegation
- Coaching
- Negotiating
- Empathy
- Interpersonal skills
- Communication
- Problem solving
- Coordinating
- Organization
- Conflict resolution
- Strategic thinking
- Public speaking
- Networking/outreach
- Collaboration
- Execution
- Decision making
- Innovation
Certification
Management, Coaching, Training, Motivation, CPR, Medication assistance, Mental & Physical Adult Disability Behaviors
Timeline
Centralize Support Specialist
Amazon
02.2025 - Current
One Medical Assignment
TEKsystems
10.2024 - 02.2025
Work at home customer service representative
IntouchCX – Hyundai
11.2023 - 02.2024
Safety & Security– Operations Agent
IntouchCX Hyundai
02.2023 - 10.2024
Hiring Manager
Customer Service Solutions
10.2020 - 09.2023
Training Manager
Customer Service Solutions
08.2018 - 10.2020
Manager
Customer Service Solutions
05.2017 - 08.2018
Independent Contractor
Customer Service Solutions
12.2016 - 05.2017
Owner
Hartfield House of Care
03.2009 - 06.2016
Employing Broker (Owner)
4 Hearts Realty
04.2008 - 06.2016
Senior Supervisor
Sprint Communications
04.2000 - 02.2009
Licensed Real Estate Broker - undefined
Jones Real Estate College
Certified Train the Trainer Diploma - undefined
Certified - undefined
Arizona Notary Public
Certified Unit Coordinator -
Augusta Technical Institute
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