Sheria Harris
Decatur,GA
Summary
Experienced and reliable Customer Service Professional with over 10 years in high-volume call centers, providing excellent support and driving customer satisfaction rates above 90%. Skilled in de-escalation, CRM tools, problem-
solving, and aligning solutions with customer needs. Proven ability to build rapport and retain loyal clients in fast-paced environments.
Overview
15
15
years of professional experience
Work History
FOH Manager
Applebee's Neighborhood Grill & Bar
03.2023 - Current
- Assisted teams in improving operational processes to boost productivity. Supported the development and execution of initiatives aimed at enhancing service delivery and customer satisfaction. Guided staff in their professional growth to improve team performance. Reviewed workflow metrics to pinpoint areas needing improvement and facilitate process optimization. Encouraged employees to maintain productivity and engagement in their roles. Completed various tasks within set deadlines. Upheld a professional, organized, and safe environment for employees and customers.
- Oversaw daily front-of-house operations, ensuring high service standards and customer satisfaction.
- Trained and mentored staff on service protocols and menu knowledge to enhance performance.
- Developed and implemented strategies to improve guest experience and operational efficiency.
- Led team meetings to discuss performance goals, training needs, and best practices for service excellence.
- Enhanced communication between FOH staff members by holding daily pre-shift meetings updating on changes in menus or promotions.
- Increased repeat business by creating personalized interactions with guests and recognizing loyal customers'' preferences.
Carside Specialist/Waitress
Applebee's Neighborhood Grill & Bar
09.2022 - 03.2023
- Facilitated accurate and timely order fulfillment for carsides, enhancing customer satisfaction.
- Trained new team members on operational procedures and best practices for carsiding service.
- Monitored compliance with health and safety regulations during food handling and delivery processes.
- Analyzed customer feedback to identify areas for service improvement, driving initiatives for enhancement.
- Led shifts in absence of management, overseeing team performance and maintaining high service standards.
- Provided superior guest experiences with quick response times on phone calls, ensuring that all inquiries were addressed promptly.
Customer Service Representative
Ciox Health
03.2017 - 09.2022
- Assisted in organizing and documenting patient data to create effective care plans. Educated patients and families on diagnoses, treatment options, and preventive care tailored to individual health needs. Collaborated with families, physicians, and multidisciplinary teams to enhance patient care.
Waitress
Folks Southern Kitchen
02.2011 - 01.2020
- Provided excellent wait service to ensure satisfaction
- Took customers’ orders and delivered food and beverages
- Made menu recommendations, answered questions and shared additional information with restaurant patrons
- Delivered exceptional customer service in fast-paced dining environment.
Medical Assistant
Advanced Health & Rehab
02.2012 - 12.2018
- Managed the patient check in and check out process
- Scheduled all professional and medical appointments
- Collected co-pays for all patients
- Prepped patients for doctor's visit
- Tagged and followed up with patients on abnormal labs
- Processed all specimen collections and forwarded to their appropriate labs
- Gave injections and withdrew blood from patients
Education
Certified Nursing Assistant -
Woodruff Medical Assistant Training School
01.2012
College Preparatory Diploma -
Columbia High School
05.2011
Skills
- Medical Terminology
- ICD-9&10
- CPT Coding
- Microsoft Office
- Customer Service
- Entry Accuracy
- Communication
- Technical Troubleshooting
- Multitasking
- Microsoft Office Suit
Timeline
FOH Manager
Applebee's Neighborhood Grill & Bar
03.2023 - Current
Carside Specialist/Waitress
Applebee's Neighborhood Grill & Bar
09.2022 - 03.2023
Customer Service Representative
Ciox Health
03.2017 - 09.2022
Medical Assistant
Advanced Health & Rehab
02.2012 - 12.2018
Waitress
Folks Southern Kitchen
02.2011 - 01.2020
Certified Nursing Assistant -
Woodruff Medical Assistant Training School
College Preparatory Diploma -
Columbia High School