Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sherine Powell

Orlando,FL

Summary

Results-driven support professional with a proven track record of delivering effective product support and ensuring customer satisfaction. Expertise in troubleshooting and problem-solving for seamless product usage. Consistently delivers results through collaborative teamwork and adaptability to evolving requirements, showcasing strong skills in technical support and customer communication. Strong analytical, communication, and teamwork skills with a proven ability to quickly adapt to new environments. Eager to contribute to team success, further develop professional skills, and bring a positive attitude and commitment to continuous learning and growth.

Overview

9
9
years of professional experience

Work History

Client Support and Product Support Specialist

WorkMarket
07.2024 - Current
  • Provide platform support to clients and workers in a remote environment. Conducted onboarding and payment support up to completion of registration.
  • Answer feature-related questions related to independent contractor payments and work completion, while collaborating with the Customer Support team.
  • Analyze, triage, troubleshoot and address immediate technical support questions.
  • Manage over 1500 support tickets and over 500 calls monthly via Zendesk, while maintaining a consistent record of prompt resolution times and CSAT scores.
  • Drive resolution on escalated customer issues and work with our product team to resolve product or service issues by clarifying the customers’ complaints or concerns.
  • Utilizing Zendesk, Jira, Google applications, Slack, Webex, Microsoft Office and other industry standard applications to provide support to clients and workers via phone, chat, ticketing and messaging.
  • Contributed to product development by sharing valuable customer feedback and insights with engineering teams.

Customer Experience Representative III

Toho Water Authority
01.2019 - 05.2025
  • Supported customers via phone and email in a remote environment. Troubleshoot technical issues with products, website, IVR and payment website.
  • Helped users navigate payment software, website and
  • Utilized CRM software, verify account details, provide billing details breakdown, perform move in/move out process, update profiles and perform billing adjustments while exceeding personal and departmental KPI goals.
  • Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
  • Initiated verbal and written communication with customers to resolve complex issues.
  • Mentored new hires during the nesting period of training.

Member and Provider Service Representative

Healthfirst
01.2018 - 01.2019
  • Interact with health insurance members via telephone, email and chat.
  • Perform HIPAA verification in compliance with state standards protecting member health information and privacy.
  • Utilize multiple applications and computer systems to access member information, answer questions, update profiles, provide eligibility.
  • Research and compile information regarding complex cases then outreach members with resolutions.
  • Collaborate with internal and external teams to improve processes and resolve technical issues.

Medical Transportation Scheduler

Secure Transportation
03.2017 - 01.2018
  • Coordinate and schedule transportation reservations via phone and email for Medicaid and Medicare recipients nationwide.
  • Collaborating with the dispatch team to ensure all reservations are completed timely and efficiently.
  • Verify member eligibility for products and services they are seeking to utilize.
  • Adherence to HIPAA regulations, complete education on member information privacy and security.
  • Working with internal and external departments to coordinate and authorize other forms of transportation.

Customer Care/ Billing Representative

Conduent
08.2016 - 03.2017
  • Answer questions via phone and email regarding toll usage and billing in a call center environment.
  • Process payments using credit cards, make billing adjustments, place orders for devices, troubleshoot technical difficulties and different services offered.
  • Offer add-on products, adhere to schedule, and call quality standards.

Education

Associate - General Studies

Valencia College
Orlando, FL
05-2026

Skills

  • Ticketing systems
  • Excellent communication
  • Organizational skills
  • Microsoft windows and office
  • Time management
  • Attention to detail
  • Problem-solving
  • Teamwork and collaboration
  • Remote support
  • Telephone support
  • Verbal and written communication
  • Customer service expert

Timeline

Client Support and Product Support Specialist

WorkMarket
07.2024 - Current

Customer Experience Representative III

Toho Water Authority
01.2019 - 05.2025

Member and Provider Service Representative

Healthfirst
01.2018 - 01.2019

Medical Transportation Scheduler

Secure Transportation
03.2017 - 01.2018

Customer Care/ Billing Representative

Conduent
08.2016 - 03.2017

Associate - General Studies

Valencia College

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