Sheri Aleman
Wichita Falls,TX
Summary
Authorized to work in the US for any employer Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Sutherland Global Call Center
07.2021 - 02.2022
- Assisted customers with handling financial needs for auto loans
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CEP database.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Devised workaround solutions for financial related issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Customer Service Representative
ResultsCX
Wichita Falls, TX
09.2020 - 05.2021
- Assisted customers with a warm and professional attitude
- Answered phone and assisted members with changes
- Maintained up-to-date knowledge of customer accounts
- Resolved payment and order disputes
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Devised workaround solutions for payment related issues.
Payroll Clerk
TxHL
06.2016 - 08.2020
- Maintained payroll information by calculating, collecting and entering data.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Verified timekeeping records and handled any discrepancies with employees.
- Processed new hire paperwork and documents.
- Researched and resolved time discrepancies.
- Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.
Medical Assistant
Northwest Family Clinic
Wichita Falls, TX
04.2018 - 05.2019
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
- Centrifuged blood samples as outlined in clinical protocols.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
- Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
- Performed bedside tests like bleeding time tests and entered results into patient charts.
- Conducted venipuncture and other CT procedures.
- Used personal protective equipment correctly to protect coworkers and patients.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
Customer Service Representative
WDS Global
Wichita Falls, TX
01.2012 - 03.2014
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered constant flow of customer calls with minimal wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided information regarding charge accounts and loyalty programs.
- Met customer call guidelines for service levels, handle time and productivity.
Relief Teacher
WFISD
Wichita Falls, TX
08.2006 - 05.2011
- Incorporated multiple types of teaching strategies into classroom.
- Promoted physical, mental and social development using classroom games and activities.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Set up visual aids, equipment and classroom displays to support teacher's lesson delivery.
- Performed staff monitoring duties such as overseeing recess, lunch and daily student intake and dismissal.
- Monitored student classroom and outdoors activities to promote student safety.
- Built and maintained effective communication and relationships with students, teachers, support staff and parents.
- Assisted in instructional processes by communicating perceptions of student progress and needs to teacher.
- Conducted small group and individual classroom activities with students based on differentiated learning needs while carrying out IEP goals.
- Alerted instructor to student behavior or issues requiring intervention.
- Helped special education teachers determine specific needs for individuals with exceptional needs.
- Oversaw class of students in absence of instructor.
- Maintained positive attitude and affirmatively communicated with each student.
Tattoo Shop Manager
Skin Art Studio
09.2005 - 03.2010
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Direct and supervise employees
- Receive payments, engage in sales, inventory-taking and performing services for customers
- Inventory stock and reorder when inventory drops to a specified level
- Work activities such as cleaning, organizing shelves, displays and selling merchandise
- Establish and Implement policy goals, objectives, and procedures for the store
- Plan and coordinate advertising sales and promotions
- Promote business with positive activities.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Education
Vernon College
Skills
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Verbal and Written Communication
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- CRM Software
- Billing Adjustments and Refunds
- Inbound and Outbound Calling
- Refunds and Returns Management
Timeline
Customer Service Representative
Sutherland Global Call Center
07.2021 - 02.2022
Customer Service Representative
ResultsCX
09.2020 - 05.2021
Medical Assistant
Northwest Family Clinic
04.2018 - 05.2019
Payroll Clerk
TxHL
06.2016 - 08.2020
Customer Service Representative
WDS Global
01.2012 - 03.2014
Relief Teacher
WFISD
08.2006 - 05.2011
Tattoo Shop Manager
Skin Art Studio
09.2005 - 03.2010
Vernon College