Sherdina White
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service 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 cultivating and enhancing the customer experience.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Empire Today, LLC
02.2018 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved resolution time with effective problem-solving for customer complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Temp Worker
Manpower
08.2016 - 01.2018
- Contributed positively to workplace morale by maintaining a professional and positive attitude in all temporary assignments.
- Served as a reliable team player who consistently met or exceeded expectations in all tasks assigned throughout numerous temp jobs.
- Learned semi-skilled and advanced work by shadowing experienced workers.
- Cultivated positive relationships with coworkers, fostering collaboration and teamwork in diverse work environments.
Customer Service Lead
One Call Concepts
09.2013 - 07.2016
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Audited all calls for quality assurance.
Customer Service Representative
Once Call Concepts
05.2002 - 09.2013
- Answered approximately 60-80 call in a fast paced Call Center
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Education
High School Diploma -
Arundel High School
Gambrills, MDSkills
- Problem-solving abilities
- Active Listening
- Data Entry
- Computer Proficiency
- Conflict Resolution
- Professional telephone demeanor
- Follow-up skills
- Call Management
- Documentation
Timeline
Customer Service Representative
Empire Today, LLC
02.2018 - Current
Temp Worker
Manpower
08.2016 - 01.2018
Customer Service Lead
One Call Concepts
09.2013 - 07.2016
Customer Service Representative
Once Call Concepts
05.2002 - 09.2013
High School Diploma -
Arundel High School
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