Sharyn Padula
Selden,NY
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Organized with experience completing projects by leveraging top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions.
Proven multitasking abilities and committed to maintaining professional relationships to increase profitability and drive business results.
Overview
25
25
years of professional experience
Work History
Customer Service Specialist
Apple, Inc.
Selden, NY
03.2014 - 06.2022
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Logged call information and solutions provided into internal database.
- Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Recorded product or service failure complaints and notified appropriate departments.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Customer Service Representative
1-800-flowers.com
Selden, NY
01.2009 - 10.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Chat Host Manager
America Online
Selden, NY
04.2002 - 12.2008
- Liaised with senior management to attract, develop and retain staff.
- Leveraged technology and social media to better reach and communicate with guests.
- Interacted with guests to obtain positive or negative feedback and constructively apply information.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Coordinated staff schedules, rotations and breaks.
- Helped market casino to target groups to bring in business and sustain continued profits.
Data Entry Clerk
Masciale And Assiciates
Coram, NY
05.2001 - 12.2005
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Sorted documents and maintained organized filing process.
- Organized, sorted and checked input data against original documents.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Obtained scanned records and uploaded into database.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Reviewed completed work for compliance with regulations.
- Established new protocols for data sourcing, entry and updating protocols for Number employees to follow.
Education
Psychology And Behavioral Sciences
Argosy University
Phoenix, AZ03.2011
Flushing High School
Flushing, NY06.1985
Skills
- Data Entry and Maintenance
- Customer Order Management
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Effective Written and Verbal Communication
- Issue and Complaint Resolution
- Order and Refund Processing
- Call Documentation
- Customer Service and Assistance
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Responding to Difficult Customers
- Microsoft PowerPoint
- Team-Building Exercises
- High-Volume Call Environments
- Credit Card Applications
- Creative Solutions
- Team Meetings
- Policy and Procedure Adherence
- Technology Features
- Reading Comprehension
- AVAYA Aura
- Proficiency in Microsoft Office and G Suite
- Online Chat
- Communications Strategies
- Excellent Attention to Detail
- Establishing and Maintaining Customer Relationships
- Patient and Empathetic
- Corrective Action Planning
- Cultural Awareness
- First-Tier Technical Support
- Special Projects
- Livechat Messaging
- Correspondence Writing
- Administrative and Office Support
- Complex Product Knowledge
- Document and Records Management
- Computer Proficiency
- Billing Adjustments and Refunds
- Inbound and Outbound Calling
- Legal Standards
- Call Volume and Quality Metrics
- Accurate Recordkeeping
- Proactive Self-Starter
Timeline
Customer Service Specialist
Apple, Inc.
03.2014 - 06.2022
Customer Service Representative
1-800-flowers.com
01.2009 - 10.2014
Chat Host Manager
America Online
04.2002 - 12.2008
Data Entry Clerk
Masciale And Assiciates
05.2001 - 12.2005
Psychology And Behavioral Sciences
Argosy University
Flushing High School
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