Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

SHERECE WARREN

McKinney,TX

Summary

I am seeking a position with a company that supports and encourages growth in customer service, telecommunications, retail & any other goal orientated company. Willing to relocate: Anywhere Authorized to work in the US for any employer.

Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.

Overview

9
9
years of professional experience

Work History

Remote Customer Support Specialist

SWBC - Southwest Business Corporation
02.2025 - 10.2025
  • Essential duties include the following:
  • Resolves inbound calls regarding routine financial questions, inquiries and/or problems on the status of accounts, suspicious transactions, making transfers, payments, loans, or fraud.
  • Responsible for meeting or exceeding quality expectations to ensure customer satisfaction.
  • Adheres to schedule, ensuring promptly logged into the system and available for calls.
  • Responsible for handling the calls effectively and efficiently, multi-tasking to meet the average handle time expectations of the calls.
  • Handles most complex calls with minimal assistance. Helps in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction.
  • Performs other duties/campaigns assigned by management.
  • Able to effectively multi-task.
  • Able to operate a computer and basic office equipment.
  • Able to type 40 WPM accurately.
  • Able to operate a 10-key calculator by touch.
  • Identified process improvement opportunities, enhancing overall service effectiveness.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Assisted customers with inquiries, ensuring timely and accurate responses.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.
  • Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
  • Researched and identified solutions to technical problems.

Process Associates of Deposits Savings/Apple Credit Cards Fraud Department

Genpact
01.2023 - 11.2024
  • Communicating in a professional and friendly manner with our customers Managed approximately 30 incoming calls,, chats, and email.
  • Responsible for performing all onboarding activities and managing pipeline for deposit accounts in the most expeditious manner.
  • Responsible for taking customer calls, troubleshooting, calling customers back, collaborating with team to resolve issues and assist with training employees.
  • Responsible for maintaining compliance with US Patriot Act and performing Bank Secrecy Act responsibilities in accordance with bank policies and procedures.
  • Execute day to day operations and system needs in the Deposit Operations Department The Deposit Operations Specialist performs account maintenance and reviews an array of critical, customer impacting and regulatory required items associated with deposit products including but not limited to Savings Accounts, CDs, and also Brokerage Wire, Wires, ACH and Online Banking.
  • Coordinate the development of operational workflow options for maximum efficiency.
  • Responsible for having a thorough understanding and application of all policies, procedures and regulations pertaining to the work of a Deposit Operations.
  • An also operating CD's accounts an also explaining how they works an how they locks in once you fund the account.
  • Determine action required based on established procedures to protect the Bank’s assets; work with supervisor on handling more complex cases.
  • Place appropriate hold on accounts deemed to have fraudulent activity.
  • Track and document action taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements.
  • Communicate, in a professional manner, with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred.
  • Assist in identifying and developing process enhancements to maximize efficiency of fraud detection activities as required.
  • Identify risk and prevent loss from fraud reports, referrals from fraud email box, and return items (multiple sources/platforms).
  • Make sound subjective decisions to escalate risky accounts, place and remove restrictions on accounts, secure compromised accounts.
  • Investigate risk identified through new account filters from new account opening process.
  • Review established detection system-generated alerts to identify fraudulent activity related to transactions, compromised accounts, and account openings an also do disputes on accounts.
  • Replace the customer cards when they are lost or stolen or hacked.
  • Replace the card numbers on the virtual cards.
  • Supported data analysis and reporting to drive operational improvements.
  • Assisted in process documentation to enhance team efficiency and knowledge sharing.
  • Enhanced customer loyalty programs, analyzing customer feedback for continuous improvement.
  • Conducted research to identify best practices and optimize service delivery processes.
  • Collaborated with cross-functional teams to streamline project workflows and communication.

Customer Service Representative

CMI Group
09.2021 - 11.2022
  • I provide over-the-phone account and payment support services, including maintenance, scheduling call backs for the customer. 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'
  • I also set up payment’s that comes out the account the next business day.
  • I handle credit and debit card payments on the account.
  • I also do online chatting with the customer’s and multitask their payment onto the payment.
  • When the customer chats with me I make sure I verify everything on the account before I can proceed.
  • I’m flexible communicator and good listener who can multitask to solve problems.
  • Billing
  • Representatives use patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on every customer interaction.
  • We are third party of spectrum to handle the customer’s accounts.
  • Assisted customers with inquiries, ensuring timely and accurate responses.
  • Managed customer accounts, updating information to enhance service delivery.
  • Collaborated with team members to resolve complex customer issues effectively.
  • Utilized CRM software to track and manage customer interactions efficiently.
  • Developed knowledge base articles to support self-service initiatives for clients.
  • Conducted follow-up communications to ensure customer satisfaction post-interaction.
  • Trained new staff on best practices in customer service protocols and tools.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.

Server

They Ivy of McKinney
01.2019 - 12.2020
  • Prepare tables with special attention to sanitation and order.
  • Attend to residents upon entrance.
  • Present special of the day menu and help customers select food/beverages.
  • Take and serve orders including room service.
  • Collaborate with other dining staff and nursing staff.
  • Deal with complaints or problems with a positive attitude.
  • Managed table settings and maintained cleanliness throughout dining area to enhance guest experience.
  • Provided attentive service to guests, ensuring a positive dining experience.
  • Assisted in menu presentation, highlighting daily specials and promotions.
  • Collaborated with kitchen staff to ensure timely and accurate order delivery.
  • Maintained cleanliness and organization of dining area and service stations.
  • Handled customer inquiries and resolved issues promptly and professionally.
  • Supported team members during peak hours, enhancing overall service efficiency.
  • Trained new servers on standard operating procedures and best practices.
  • Contributed to maintaining high standards of food safety and sanitation practices.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Inspected dishes and utensils for cleanliness.
  • Supported needs of 50- person wait staff who attended to specific needs of countless customers daily for restaurant with social relevancy and intentionality.

Server

Texas Landing Cattle Steak House
08.2018 - 12.2019
  • Prepare room for dining by clothing tables and setting decorations, condiments, candles, napkins, service plates and utensils.
  • Protect establishment and customers by adhering to sanitation, safety, and alcohol beverage control policies.
  • Help customers select food and beverages by presenting menu; offering cocktails; suggesting courses; explaining the chef’s specialties; identifying appropriate wines; answering food preparation questions.
  • Transmit orders to bar and kitchen by recording customers’ choices, identifying customer special dietary needs and special requests.
  • Serve orders by picking up and delivering customer choices from bar and kitchen; deliver accompaniments and condiments from service bars.
  • Obtain revenues by totaling charges; issuing bill; accepting payment; delivering bill and payment to host; returning change or credit card and signature slip to customer.
  • Perform basic cleaning tasks as needed or directed by supervisor.
  • Problem solving.
  • Provided attentive service to guests, ensuring a positive dining experience.
  • Assisted in menu presentation, highlighting daily specials and promotions.
  • Collaborated with kitchen staff to ensure timely and accurate order delivery.
  • Maintained cleanliness and organization of dining area and service stations.
  • Handled customer inquiries and resolved issues promptly and professionally.
  • Supported team members during peak hours, enhancing overall service efficiency.
  • Trained new servers on standard operating procedures and best practices.
  • Contributed to maintaining high standards of food safety and sanitation practices.
  • Served food and beverages promptly with focused attention to customer needs.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Inspected dishes and utensils for cleanliness.
  • Supported needs of 50- person wait staff who attended to specific needs of countless customers daily for restaurant with social relevancy and intentionality.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.

Servers

Applebee’s
01.2017 - 12.2019
  • Prepare room for dining by clothing tables and setting decorations, condiments, candles, napkins, service plates and utensils.
  • Protect establishment and customers by adhering to sanitation, safety, and alcohol beverage control policies.
  • Help customers select food and beverages by presenting menu; offering cocktails; suggesting courses; explaining the chef’s specialties; identifying appropriate wines; answering food preparation questions.
  • Transmit orders to bar and kitchen by recording customers’ choices, identifying customer special dietary needs and special requests.
  • Serve orders by picking up and delivering customer choices from bar and kitchen; deliver accompaniments and condiments from service bars.
  • Obtain revenues by totaling charges; issuing bill; accepting payment; delivering bill and payment to host; returning change or credit card and signature slip to customer.
  • Perform basic cleaning tasks as needed or directed by supervisor.
  • Problem solving.
  • Handling credit card payments.
  • Provided exceptional customer service, ensuring high satisfaction and repeat business.
  • Accurately recorded orders and processed payments using point-of-sale systems.
  • Maintained cleanliness and organization of dining area to enhance guest experience.
  • Collaborated with kitchen staff to ensure timely food delivery and order accuracy.
  • Assisted in training new servers on menu items and service protocols.
  • Handled customer inquiries and resolved complaints efficiently to foster positive relations.
  • Recommended menu items based on customer preferences, increasing sales opportunities.
  • Participated in team meetings to discuss service improvements and operational efficiency initiatives.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Trained new staff on menu knowledge and service protocols, raising team's overall performance.
  • Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
  • Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
  • Coordinated with kitchen staff to ensure order accuracy and timely preparation of dishes.
  • Assisted in planning and execution of special events, contributing to restaurant's reputation for hosting.
  • Ensured customer satisfaction with detailed attention to special dietary needs and preferences.
  • Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
  • Facilitated team-oriented atmosphere, assisting coworkers during rush periods to ensure smooth operations.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Managed inventory of dining supplies to prevent shortages during service.
  • Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Checked guests' identification before serving alcoholic beverages.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Inspected dishes and utensils for cleanliness.
  • Supported needs of 50- person wait staff who attended to specific needs of countless customers daily for restaurant with social relevancy and intentionality.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.

Education

High School Diploma -

Universal Academy
Irving
06.2006

Bachelor of Business Administration - Business Administration

University of Phoenix-Online Campus
Phoenix, AZ
01.2030

Skills

SAP Finance & Controlling

  • Phone answering
  • Decision making
  • B2C
  • Client email correspondence
  • Technical support
  • Sales
  • Customer retention
  • Social media management
  • Electrical troubleshooting
  • Ethernet
  • QuickBooks
  • Outbound calling
  • Escalation handling
  • Task prioritization
  • Phone communication
  • Case management
  • Accounts payable
  • Technical Proficiency
  • Analysis skills
  • Communication platforms
  • CRM system proficiency
  • Objection handling (sales technique)
  • Supervising experience
  • Financial sales
  • English
  • Equipment troubleshooting
  • Financial institution investigation experience
  • Fraud prevention and detection
  • Microsoft Office
  • Accounting
  • Phone etiquette
  • Financial services
  • Mobile devices
  • Administrative experience
  • Public relations
  • Customer inquiry handling
  • Negotiation
  • Contracts
  • Google Suite
  • Debits & credits
  • Project management software
  • Problem-solving in high-pressure situations
  • Presentation skills
  • Cross sales
  • Computer literacy
  • Managing customer accounts
  • Regulatory compliance
  • Microsoft Powerpoint
  • Credit union experience
  • File organization
  • Customer relationship management
  • Customer support experience within e-commerce industry
  • Computer operation
  • Electrical diagnostics
  • Productivity software
  • Technical troubleshooting support
  • Phone call management
  • Filing
  • Scripting
  • Live Chat
  • Electrical experience
  • Math
  • Research
  • Training & development
  • Writing skills
  • Cash handling
  • Anti-money laundering
  • Grammar Experience
  • Sales training
  • Mechanical troubleshooting
  • Microsoft Word
  • Client interaction via phone calls
  • Loan servicing
  • Change management
  • Banking product expertise
  • Typing
  • Maintaining patient confidentiality
  • Customer satisfaction improvement
  • Google Sheets
  • Escrow
  • Word processing
  • Windows
  • Multi-line phone systems
  • ACH
  • Phone inquiries
  • Help desk
  • Accounts receivable
  • Microsoft Teams
  • B2C business model
  • Customer complaint resolution
  • E-commerce
  • Medical billing
  • Business development
  • Software troubleshooting
  • Remote work experience
  • Microsoft Access
  • Account reconciliation
  • Financial compliance experience in banks
  • Retail sales
  • Customer relationship building
  • Phone triage
  • NetSuite
  • Microsoft Outlook
  • SAP
  • Office experience
  • 10 key typing
  • VPN
  • Financial data reconciliation
  • IT
  • Slack
  • Authentication
  • Lexis-Nexis
  • Microsoft Excel
  • Customer communication
  • Email support
  • CRM software
  • Inside sales
  • Hospitality
  • Customer service
  • Banking
  • Creativity
  • Leadership
  • Organization
  • Problem solving
  • Customer support
  • Problem-solving
  • Call center experience
  • Live chat support
  • Payment processing
  • Customer service excellence
  • Empathy and patience
  • Verbal and written communication
  • Customer communication and empathy

Languages

English

Timeline

Remote Customer Support Specialist

SWBC - Southwest Business Corporation
02.2025 - 10.2025

Process Associates of Deposits Savings/Apple Credit Cards Fraud Department

Genpact
01.2023 - 11.2024

Customer Service Representative

CMI Group
09.2021 - 11.2022

Server

They Ivy of McKinney
01.2019 - 12.2020

Server

Texas Landing Cattle Steak House
08.2018 - 12.2019

Servers

Applebee’s
01.2017 - 12.2019

High School Diploma -

Universal Academy

Bachelor of Business Administration - Business Administration

University of Phoenix-Online Campus

Similar Profiles

CREATE PROFILE