Sheriah Mckinley
Riverview
Summary
Adept at navigating complex customer needs, I leveraged my problem-solving prowess and exceptional communication skills at Conduent to enhance customer satisfaction. My background spans technical support to career advising, where I consistently met targets and fostered team collaboration. My approach blends customer service excellence with efficient data management, driving significant improvements in client engagement and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Advisor
Conduent
01.2024 - Current
- Assisted customers with troubleshooting technical issues, providing step-by-step guidance to resolve software and hardware problems.
- Documented customer interactions, creating a knowledge base to assist with future queries.
- Conducted product demonstrations and educated customers on product features and updates.
- Collaborated with the development team to identify and report recurring issues, improving overall product performance.
Licensed Health Insurance Agent
Broadpath Healthcare Solutions
08.2023 - 01.2024
- Advised clients on health insurance options, helping them choose the best policies based on individual or family needs.
- Delivered clear explanations of benefits, coverage, and policy terms, ensuring customers made informed decisions.
- Managed a portfolio of clients, conducting follow-up meetings and annual policy reviews.
- Stayed updated on industry regulations and new health insurance products to ensure compliance and recommend the best options.
Customer Service Sales Representative
Southwest Airlines
11.2022 - 08.2023
- Assisted passengers with booking, ticketing, and resolving travel-related issues, providing a seamless and positive travel experience.
- Handled customer inquiries, including flight status, baggage issues, and cancellations.
- Processed payments, upgrades, and changes to travel itineraries while adhering to airline policies.
- Resolved customer complaints, offering compensation, and ensuring customer satisfaction.
Appointment Scheduler
ProNexis
03.2022 - 11.2022
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
Customer Service Representative
Alorica
05.2020 - 01.2022
- 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.
Mail Processing Clerk
United States Postal Service
11.2016 - 09.2020
- Managed the sorting, packaging, and dispatching of incoming and outgoing mail to ensure timely delivery.
- Maintained an organized system for handling sensitive and confidential materials.
- Worked in collaboration with teams to meet deadlines and optimize mailroom efficiency
Career Services Advisor
Ultimate Medical Academy
07.2016 - 11.2016
- Provided career counseling and job search assistance to students and alumni, offering tailored advice for resume writing, interview preparation, and job search strategies.
- Coordinated job fairs, employer recruitment events, and workshops to connect students with industry professionals.
- Developed relationships with employers to expand job placement opportunities for students and alumni.
- Utilized CRM systems to track client interactions and follow-up on career services.
Education
High School Diploma -
Wharton High School
Tampa06-2011
Skills
- Customer Service Excellence: Skilled at providing top-tier service across various sectors, ensuring customer satisfaction and loyalty
- Problem Solving & Troubleshooting: Proficient in identifying and resolving technical and non-technical issues efficiently
- Communication: Exceptional verbal and written communication skills, maintaining clarity and professionalism in all customer interactions
- Sales & Upselling: Experience with selling products and services, meeting sales targets, and promoting customer retention
- Appointment Scheduling: Efficient at managing calendars, coordinating meetings, and scheduling appointments
- Data Management: Experienced with processing sensitive information and maintaining databases and client records
- Team Collaboration & Leadership: Works well in team settings, supporting colleagues, and contributing to department goals
- Multitasking & Time Management: Demonstrates strong organizational skills, handling multiple priorities and ensuring deadlines are met
Certification
240 Heath Insurance License
Timeline
Technical Support Advisor
Conduent
01.2024 - Current
Licensed Health Insurance Agent
Broadpath Healthcare Solutions
08.2023 - 01.2024
Customer Service Sales Representative
Southwest Airlines
11.2022 - 08.2023
Appointment Scheduler
ProNexis
03.2022 - 11.2022
Customer Service Representative
Alorica
05.2020 - 01.2022
Mail Processing Clerk
United States Postal Service
11.2016 - 09.2020
Career Services Advisor
Ultimate Medical Academy
07.2016 - 11.2016
High School Diploma -
Wharton High School
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