Sherika Johnson Webley
Mount Vernon,United States
Summary
Hardworking and knowledgeable Customer Service Agent well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Overview
19
19
years of professional experience
Work History
Pharmacy Technician
CVS Pharmacy
Mount Vernon, NY
01.2024 - Current
- Received payment from customers and processed credit card transactions when necessary.
- Managed filing of prescriptions, both electronically and manually.
- Verified accuracy of medication labels before they were dispensed to customers.
- Provided education materials about medications to patients upon request.
- Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
- Maintained accurate and up-to-date inventory records.
- Implemented cost-saving strategies to reduce overhead expenses.
- Conducted periodic inventories and physical counts of product supplies.
- Organized regular cycle counts to identify any potential issues early on.
Customer Service/Telephone Operator
Cornwall Regional Hospital
Montego Bay , Jamaica
02.2017 - 04.2018
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Quality Assurance Analyst and Auditor
IO Services
Montego Bay, Jamaica
01.2014 - 01.2017
- Trained and led staff on proper QA standards.
- Utilized client satisfaction surveys to improve service quality.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Communicated regularly with management to discuss quality trends.
- Prepared and analyzed internal and external quality reports for management staff review.
- Listened and graded calls done by customer service agents .
- Did random audits and compared calls with company standard.
Customer Service and Quality Control
Strobe Communications Ltd
Montego Bay , Jamaica
04.2010 - 12.2013
- Doing audits based on calls that have been taken by customer service representatives, then providing a written feedback to my supervisor.
- Recommended improvement measures to production process to meet quality control standards.
- Recommended corrective actions to minimize issues on the calls.
Customer Service Representative
E-Services Group International
Montego Bay, Jamaica
01.2006 - 02.2008
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
MBA - Counseling Psychology
Capella University
Minneapolis, MN04-2025
Associate of Science - Health Sciences
University of The People
Pasadena, CA08-2022
High School Diploma -
Herbert Morrison Technical High School
Montego Bay Jamaica07.2005
Some College (No Degree) - Hospitality Management
Solonon's Hospitality And Training Center
Montego Bay JamaicaSome College (No Degree) -
Western Education
Montego Bay JamaicaSome College (No Degree) -
HECOIN
Some College (No Degree) -
E-Learning Institute
MOntego Bay JamaicaSkills
- Customer Service
- Teamwork and Collaboration
- Multitasking and Prioritization
- Time Management
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Patient and Empathetic
- Computer Skills
- Upbeat and Positive Personality
- Customer Support
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Microsoft Office
- Data Entry
- Courteous with Strong Service Mindset
- Call Center Operations
- Inbound and Outbound Calling
- Issue and Complaint Resolution
- Training and Development
- De-escalation Techniques
- Administrative and Office Support
- Call Documentation
- Policies and Procedures Adherence
- MS Office
Timeline
Pharmacy Technician
CVS Pharmacy
01.2024 - Current
Customer Service/Telephone Operator
Cornwall Regional Hospital
02.2017 - 04.2018
Quality Assurance Analyst and Auditor
IO Services
01.2014 - 01.2017
Customer Service and Quality Control
Strobe Communications Ltd
04.2010 - 12.2013
Customer Service Representative
E-Services Group International
01.2006 - 02.2008
MBA - Counseling Psychology
Capella University
Associate of Science - Health Sciences
University of The People
High School Diploma -
Herbert Morrison Technical High School
Some College (No Degree) - Hospitality Management
Solonon's Hospitality And Training Center
Some College (No Degree) -
Western Education
Some College (No Degree) -
HECOIN
Some College (No Degree) -
E-Learning Institute
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