Sherelle Tolivert
Melbourne,FL
Summary
Experienced Call Center Customer Service Representative with 5+ years of
customer service experience in high-volume call center environments. Excellent communication skills and problem-solving abilities, consistently
delivering exceptional customer service and driving customer satisfaction. Proven track record of meeting or exceeding performance targets and resolving customer issues. Highly adaptable to changing priorities and procedures. Recognized for excellent teamwork and collaboration. Committed to providing outstanding service and promoting positive customer experiences. Adept at handling challenging situations with professionalism and empathy. Eager to bring my skills and enthusiasm to contribute to a dynamic company.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Med Solutions
1420 S Babcock St Melbourne Fl 32901
03.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Acara Solutions
1333 Gateway Dr Melbourne Fl 32901
02.2021 - 02.2023
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Certified Nursing Assistant
Kindred Hospital North Florida
765 W NASA Blvd Melbourne Fl 32901
09.2020 - 01.2021
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Contact Center Associate
OneMain Financial
1400 W New Haven Ave B, West Melbourne Fl 32904
07.2018 - 07.2020
- Supported new hires through mentorship, helping them acclimate to the contact center environment more quickly.
- Participated in ongoing training initiatives, staying up-to-date on industry trends and best practices for contact centers.
- Exceeded customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.
- Conducted outbound calls as needed for survey participation or follow-up appointments, contributing towards successful completion of company initiatives.
- Reduced average handle time with efficient call handling techniques, resulting in higher productivity.
- Balanced multiple priorities simultaneously while maintaining composure under pressure during peak call volume periods.
- Maintained strong product knowledge to provide accurate information when assisting customers with their inquiries or concerns.
- Adapted communication styles based on individual client preferences, ensuring a personalized experience for each interaction.
- Enhanced team performance by consistently meeting and exceeding contact center KPIs.
- Assisted customers with account-related issues, leading to increased loyalty and retention rates.
Customer Service Representative
Percepta
1320 S Babcock St Melbourne Fl 32901
01.2016 - 01.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Lead Recruiting Specialist/ Data Entry
David Lewis & Associates
10 Suntree Pl Melbourne Fl 32940
07.2014 - 08.2016
- Collaborated closely with HR team to align talent acquisition strategies with overall business objectives.
- Hired employees and initiated new hire paperwork process.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Supported programs by preparing worksheets, gathering communication materials, and coordinating meetings.
- Explained human resources policies, procedures, laws, standards, and regulations to each employee.
- Collaborated with hiring managers to develop accurate job descriptions and requirements for open positions.
- Tracked key dates and deadlines and maintained specific personnel lists.
- Supported management in developing and implementing personnel policies and procedures.
- Managed applicant tracking system to ensure accuracy of candidate information and optimize recruitment workflow.
- Designed training materials aimed at upskilling recruiters in the latest industry trends and best practices.
Education
Associate In Science - Nursing
Cambridge College of Healthcare & Technology
Altamonte Springs, FL12.2021
Certified Nursing Assistant Certificate - Nursing
Horizon Healthcare
Melbourne, FL09.2012
Diploma -
Melbourne High School
Melbourne, AR05.2007
Skills
Office / Administrative Skills
− Microsoft Office proficient
− Data Entry
− Type 35 WPM
− Recruiting
− Appointment setting
− Multi-line phone proficiency
− Professional phone etiquette
− Customer service-oriented
− Excellent planning / coordinating skills
− Mortgage loan processing
Retail / Sales
− Customer Service
− Cash handling
− Sales / cross selling / up-selling
𝑴𝒆𝒅𝒊𝒄𝒂𝒍 𝑺𝒌𝒊𝒍𝒍𝒔
Provide Daily care and needs, provide safety, andassist with activities of daily living, operate, and collect Blood glucose with glucometer, Document Daily Intake & Output
Manufacturing / Assembly Skills
− Assembly
− Soldering
− Quality control
− Inventory control
− Equipment maintenance
− Troubleshooting
Certification
Certified Nursing Assistant License
Florida Board of Nursing
Certificate NO: 300035 Control NO: 1909432
Basic Life Support Provider
American Heart Association
HIV/AIDS/HIPAA/OSHA/Blood bornePathogen Standards NCLEX Pending
Timeline
Customer Service Representative
Med Solutions
03.2023 - Current
Customer Service Representative
Acara Solutions
02.2021 - 02.2023
Certified Nursing Assistant
Kindred Hospital North Florida
09.2020 - 01.2021
Contact Center Associate
OneMain Financial
07.2018 - 07.2020
Customer Service Representative
Percepta
01.2016 - 01.2018
Lead Recruiting Specialist/ Data Entry
David Lewis & Associates
07.2014 - 08.2016
Associate In Science - Nursing
Cambridge College of Healthcare & Technology
Certified Nursing Assistant Certificate - Nursing
Horizon Healthcare
Diploma -
Melbourne High School