SHERIAL BROWN
Charlotte,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Charter Communications, Spectrum
Charlotte, NC
01.2023 - 01.2025
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Tech Support/Senior Billing Specialist
Iqor
Charlotte, NC
01.2020 - 12.2023
- Coded patient information into internal database, managed database security and classified bills
- Collaborated with other finance team members to improve cross-training
- Collected and analyzed billing information to identify discrepancies or errors in billing procedures
- Carried out invoicing procedures via mail, electronic delivery and web billing
- Worked with sales and operations to provide timely information to customers regarding invoicing and payments
- Resolved invoicing issues within required time frames and posted on accounts receivable reports
- Engaged clients to review and verify billing requirements and formats
Fraud Claim Representative (remote)
Wells Fargo
Charlotte, NC
01.2018 - 01.2020
- Analyzed and processed fraud claims by investigating and gathering information to determine exposure
- Performed basic office and clerical duties to process claims, verify coverage and review insurance cases
- Stayed abreast of regulatory, compliance and departmental updates to meet metric requirements
- Analyzed and evaluated various coverage, liability, exposure and damage issues
- Answered customer questions and inquiries to facilitate claim payouts
- Entered details of medical bills, communications and other records to help the examiners with reviewing detailed histories
- Handled high volume of fraud policies and claims with strong attention to detail
Assistant Manager
Gods Creation Scholar Academy
Charlotte, NC
10.2014 - 09.2018
- Supervised hourly and temporary personnel, provided work direction and reviewed work processes
- Trained team members on appropriate application of policies and procedures
- Assisted manager to control inventory strategically, resulting in reduced costs
- Worked with management team to react to customer service issues, customer complaints and business opportunities
- Boosted company productivity and morale through consistent engagement with team members and management
- Took initiative in handling problems and used independent judgment to take immediate corrective actions
Customer Service Representative
Sprint
Charlotte, NC
05.2010 - 10.2014
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Answered inbound calls to greet and assist customers with various needs and questions
- De-escalated customer complaints using specialized communication techniques
- Offered products and services to meet customers' needs and goals
- Followed scripts to maintain good call control
- Managed time by prioritizing workload and juggling multiple tasks simultaneously
Education
Associate of Arts - undefined
Clinton College
Rock Hill, SC04.2006
High School Diploma - undefined
Salisbury High School
Salisbury, NC08.2003
Skills
- TECHNICAL SERVICE
- ASSESSMENT TECHNIQUES
- TECH SUPPORT COLLABORATION
- TECHNICAL ONBOARDING DESIGN
- BILLING INFORMATION COLLECTION
- CUSTOMER SATISFACTION
- CUSTOMER ACCOUNT MANAGEMENT
- CUSTOMER RETENTION STRATEGIES
- PROFESSIONAL TELEPHONE DEMEANOR
- Team development
- Customer relationship management (CRM)
- De-escalation techniques
Timeline
Customer Service Representative
Charter Communications, Spectrum
01.2023 - 01.2025
Tech Support/Senior Billing Specialist
Iqor
01.2020 - 12.2023
Fraud Claim Representative (remote)
Wells Fargo
01.2018 - 01.2020
Assistant Manager
Gods Creation Scholar Academy
10.2014 - 09.2018
Customer Service Representative
Sprint
05.2010 - 10.2014
Associate of Arts - undefined
Clinton College
High School Diploma - undefined
Salisbury High School