Sherita Simms-Mclean
Upper Marlboro,MD
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
2026
2026
years of professional experience
Work History
Call Center Representative
Remote Customer Service Specialist
Chesapeake Eyecare and Laser/Vision Innovation Partners
Annapolis, MD
12.2024 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and service quality.
- Managed appointment scheduling using electronic health record systems to optimize patient flow.
- Collaborated with team members to streamline communication processes, improving response times.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Maintained accurate records of customer interactions and feedback for service improvement initiatives.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
Remote Customer Service Specialist
Medstar/Sodexo
Olney, MD
02.2020 - 08.2023
- Delivered expertise and support to patients, nurses, and medical staff in planning and ordering dietary nutrient options through multiple communication channels.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Assisted in training new staff on customer service protocols and systems usage.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Maintained accurate records of customer interactions and feedback for service improvement initiatives.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Specialist
Albertsons
Alexandria, VA
12.2018 - 02.2020
- Contributed to expediting work processes through collaboration with Bakery and Floral Departments.
- Assisted customers with inquiries and product selections, enhancing overall customer satisfaction.
- Resolved customer complaints efficiently, ensuring timely follow-up and resolution.
- Processed transactions accurately using point-of-sale systems, maintaining cash handling protocols.
- Collaborated with team members to streamline service processes, improving transaction speed.
- Monitored inventory levels and communicated restock needs to management effectively.
- Provided feedback to management on service improvements based on customer interactions.
- Developed strong rapport with regular customers, fostering loyalty and repeat business.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Pastry Intern
The White House
Washington, DC
11.2017 - 12.2017
- Assisted in daily pastry preparation, ensuring high-quality standards and adherence to recipes.
- Collaborated with kitchen staff to streamline production processes and maintain efficient workflows.
- Learned safety protocols and proper handling of kitchen tools and equipment during training
- Adapted quickly to changing demands in a fast-paced kitchen setting, demonstrating flexibility in task execution.
- Decorated pastries with different icings and toppings, using spatulas, scrapers and piping bags.
- Gained valuable experience working within a fast-paced professional bakery setting while adhering to deadlines.
- Maintained well-organized mise en place to keep work consistent.
Customer Service Specialist
MEDS Publishing
Laurel, MD
05.2007 - 05.2009
- Resolved customer inquiries efficiently, enhancing overall satisfaction and service quality.
- Managed appointment scheduling using electronic health record systems to optimize patient flow.
- Collaborated with team members to streamline communication processes, improving response times.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Maintained accurate records of customer interactions and feedback for service improvement initiatives.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
Call Center Representative
Andrews Federal Credit Union
Camp Springs, MD
10.2005 - 11.2006
- Managed high-volume calls, ensuring prompt service and adherence to quality standards.
- Collaborated with cross-functional teams to address complex member issues effectively.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention rates.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate of Arts - Culinary
The Art Institute of Washington
Arlington06.2018
Skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Problem resolution
- Customer retention
- Computer proficiency
- Active listening
- Professional telephone demeanor
- Prioritization
- Product and service solutions
- Administrative support
- Call management
- Critical thinking
- Documentation
- Product knowledge
- Microsoft Office Suite
- Call center operations
- Dispute resolution
- Service standard compliance
- Appointment scheduling
- Call triaging
- Quality assurance controls
Timeline
Remote Customer Service Specialist
Chesapeake Eyecare and Laser/Vision Innovation Partners
12.2024 - Current
Remote Customer Service Specialist
Medstar/Sodexo
02.2020 - 08.2023
Customer Service Specialist
Albertsons
12.2018 - 02.2020
Pastry Intern
The White House
11.2017 - 12.2017
Customer Service Specialist
MEDS Publishing
05.2007 - 05.2009
Call Center Representative
Andrews Federal Credit Union
10.2005 - 11.2006
Call Center Representative
Associate of Arts - Culinary
The Art Institute of Washington