Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Sheriah Lawrence

Conyers ,GA

Summary

A seasoned professional with a proven track record at Allstate Insurance Co, I excel in complaint resolution and fostering team unity. Leveraging exceptional communication skills and Salesforce CRM expertise, I've significantly enhanced customer satisfaction and team efficiency. My approach has consistently exceeded performance targets, demonstrating a unique blend of technical savvy and interpersonal finesse.

Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.

Overview

8
8
years of professional experience

Work History

Senior Customer Service Representative

Allstate Insurance Co
10.2022 - Current
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Delivered prompt service to prioritize customer needs.

Customer Resolution Specialist

William Sonoma Call Center
07.2020 - 08.2022
  • Leveraged strong negotiation skills to reach mutually beneficial solutions for both the company and its customers.
  • Conducted comprehensive analysis of recurring issues, implementing preventive measures to minimize future occurrences.
  • Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
  • Mentored new hires on best practices in customer resolution techniques, contributing to the overall success of the team.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Recorded details of conversations, complaints and actions taken in CRM.
  • Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.
  • Developed a deep understanding of company products and services, enabling effective troubleshooting and problem-solving abilities when assisting customers.
  • Proactively followed up with customers post-resolution, ensuring their ongoing satisfaction and cultivating valuable long-term relationships.
  • Built strong relationships with clients through excellent communication skills, fostering loyalty and repeat business.
  • Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
  • Identified opportunities for process improvements within the department by analyzing trends in common customer concerns or queries.
  • Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
  • Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
  • Collaborated with team members to develop new strategies that reduced customer complaints significantly.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Technical Support Representative

Caresify Home Care
04.2017 - 05.2020
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Improved response times to support requests, optimizing team shift schedules.
  • Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Tested new software and hardware prior to deployment.
  • Offered assistance in implementing and developing training programs.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured and tested new software and hardware.

Education

Associates - Dental Hygiene

UEI College
Decatur, GA
02-2024

High School Diploma -

Salem High School
Conyers, GA
05-2017

Skills

  • Complaint resolution
  • Credit card processing
  • Escalation management
  • Call center experience
  • Business ethics
  • High-energy attitude
  • Inbound call answering
  • Client assessment
  • Credit card payment processing
  • Investigate claims
  • Communication Skills
  • Professional phone voice
  • Refunds processing
  • Telemarketing
  • Inquiry response
  • Member account management
  • Social Perceptiveness
  • Feedback collection
  • Customer Education
  • Teamwork skills
  • Phone Etiquette
  • Team building
  • Customer service excellence
  • Multitasking Abilities
  • Reliability
  • Problem-solving abilities
  • Multitasking
  • Sales expertise
  • Problem-solving skills
  • Key holder experience
  • International sales support
  • Promotional support
  • POS systems expert
  • Estimating
  • Following scripts
  • Multi-line phone talent
  • Retail store support
  • Brand representation
  • Order documentation
  • Service standard compliance
  • Salesforce CRM
  • System implementation
  • Professional telephone demeanor
  • Recordkeeping strengths
  • Representative training
  • Warranty claims
  • Quality Assurance
  • Staff education and training
  • Team monitoring
  • Procedure writing
  • Policy improvement
  • Call auditing
  • Email management
  • Live chat support

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Resolved product issue through consumer testing.

Languages

English
Full Professional

Timeline

Senior Customer Service Representative

Allstate Insurance Co
10.2022 - Current

Customer Resolution Specialist

William Sonoma Call Center
07.2020 - 08.2022

Technical Support Representative

Caresify Home Care
04.2017 - 05.2020

Associates - Dental Hygiene

UEI College

High School Diploma -

Salem High School

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Sheriah Lawrence