Sharon Armprester
Memphis,TN
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Devoted to giving every customer a positive and memorable experience. Looking for a new role where hard work and dedication will be highly valued.
Overview
26
26
years of professional experience
Work History
Product Support Representative
Jack Henry & Associates
Remote, Remote
10.2022 - Current
- Respond promptly to customer inquiries within established service level agreements.
- Identify trends in customer feedback which are used by the development team to enhance existing products and services or develop new ones.
- Maintain records of all customer interactions using a CRM system.
- Increase customer satisfaction ratings 30% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Monitor customer complaints and escalate unresolved cases to upper management.
- Prevent key account losses by researching discrepancies and correcting problems.
- Assist with troubleshooting customer inquiries and resolve product related issues.
- Review and process customer payments in accordance with company policy.
- Answer 80+ calls per shift to assist with customer questions and concerns.
- Assist customers via telephone to reorder checks and provide bank statements and account balances.
- Maintain records of customer accounts including transactions and balances.
Shift Leader
Coney Island
Memphis, TN
05.2002 - 10.2022
- Monitored inventory to keep adequate stock of food items and supplies.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Maintained thorough knowledge of health and sanitation standards and verified that food and service area fully complied.
- Assisted customers with their orders, providing product knowledge and answering questions.
- Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
- Delegated daily tasks to team members to optimize group productivity.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Managed customer service inquiries and complaints in a timely manner.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to bank.
Owner/Operator
Polished Perfection Janitorial
Memphis, TN
04.2011 - 01.2015
- Negotiated contracts with clients for products or services rendered by the company.
- Implemented successful business strategies to increase revenue and target new markets.
- Established relationships with customers through use of interpersonal, active listening and inquiry response skills.
- Delegated work to staff, setting priorities and goals.
- Managed daily operations of business, including hiring and training staff.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Planned and managed resources to consistently meet production, quality and cost goals.
Customer Service Representative
Sears Home Central
Memphis, TN
01.1998 - 12.2001
- Made appointments with interested customers according to schedule availability.
- Maintained accurate records of all conversations with customers.
- Processed and sent invoices, adjustments and credit memos to customers.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Reviewed customer payment information and ensured accuracy of data entry.
- Answered questions about company offerings with knowledgeable responses about products and services
- Received and recorded cash, checks and transfers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
Certification - Computer Software Specialist
Southwest Community College
Memphis, TN12.2020
GED -
Deneuville Learning Center
Memphis, TN01.2016
Skills
- De-Escalation Techniques
- Customer Service
- CRM Software
- Product Knowledge
- Computer Skills
- Policies and Procedures Adherence
- Customer Service Excellence
- Order and Refund Processing
- Credit Card Payment Processing
- Call Metrics
- Customer Account Management
Timeline
Product Support Representative
Jack Henry & Associates
10.2022 - Current
Owner/Operator
Polished Perfection Janitorial
04.2011 - 01.2015
Shift Leader
Coney Island
05.2002 - 10.2022
Customer Service Representative
Sears Home Central
01.1998 - 12.2001
Certification - Computer Software Specialist
Southwest Community College
GED -
Deneuville Learning Center
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