SHERKIA MILLER
CHARLOTTE,NC
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Senior Product Expert
Podium
07.2022 - Current
- deliver a “human-first” experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner
- An expert in Podium products, both at a technical and customer use-case level.
- Do not stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers!
- partner with leadership on increasing organizational efficiencies, sharing feedback and focuses to help the team work smarter while driving customer value higher
- collaborate with peer team members (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term, working as one team!
- Manage the technical triage and resolution of client specific and/or product related issues
- Provide deep troubleshooting skills with the ability to lead and solve production and customer issues under pressure
- Provide technical leadership and guidance to other team members
Customer Success Associate
Figure-Lending
08.2021 - 07.2022
- Be first point of contact and advocate for our customers, Handle customer inquiries via omni-channel communication and process applications with exceptional customer service, Educate customers on Figure and our products with knowledge and enthusiasm, Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions and email, Gather key insights and assist in process improvement for Figure's products and services and the impact to our customer experience, Provide technical support and troubleshooting on a variety of potential issues, Conduct video notary sessions with attention to detail and professionalism and follow up daily with multi vendor coordination when needed, Participate in new training and licensing programs to expand the team's capabilities
National Business Banking Customer Success Specialist 2
Well Fargo
01.2020 - 07.2021
- Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations, Quickly answering customer inquiries via phone, responding to routine to moderately complex inquiries and resolving customer issues on a variety of more complex financial products, services and/or select customer segments, Excelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication, Navigating multiple computer systems; researching and assessing customer needs, and offering appropriate solutions, Accurately and efficiently completes customer transactions, including but not limited to, deposits claims, savings account transactions, change orders, processing transfers, loan payments, redeeming bonds, cash advances, check orders, fraud claims/disputes, stop payments, and wire transfer requests, wiring instructions, Follow established policies and procedures (such as verifying all transaction elements for authenticity or fraud, placing holds, etc.), using computerized platform and teller programs when necessary, to ensure work is completed correctly and in compliance with regulations
Commercial Billing Specialist
Charter Communications
02.2018 - 08.2019
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately, Provide basic customer support related to Spectrum services, including handling billing inquiries and payments, Facilitate customer issue escalations to local management/support as required, Accurately document customer account records based on actions taken, Participate in quality coaching sessions to ensure efficient and effective interactions with customers, Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Customer Service Representative
Convergys Corporation
01.2017 - 02.2018
- Assist customers with navigation support, road-side assistance, and emergency calls, Educate our members on the benefits of their products and services, Greet and handle multiple types of calls from members, dealers, etc
- In a friendly professional manner, Responded to customer requests for products, services and company information
Customer Service Associate
Walmart
11.2015 - 01.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, Processed purchases and handled payment transactions using POS system, Assisted with price verifications and implemented adjustments for discounts or promotions, Offer counsel to customers on their chances of getting a refund for product return, Work with other departments in ensuring that all customer related issues are attended to
Education
Bachelor of Science: Biology -
Saint Augustine's University
Raleigh, NCEast Mecklenburg High School
Charlotte, NCBachelor of Science: Biology -
University of North Carolina at Charlotte
Charlotte, NCSkills
- Debugging
- Jira
- G-suite
- Conflict resolution
- SQL
- Developer Console
- Coaching and training
- HTML
- Clickup
- Snowflake
- Decision-making skills
- Initiative
- Time management
- Integration
- Enterprise/commercial
- Detailed oriented
- Troubleshooting
- SaaS experience
- Customer Engagement
- Data-driven decision-making
- Product Training
- Team Collaboration
- MS Office Suite
- Customer Relationship Management (CRM)
Timeline
Senior Product Expert
Podium
07.2022 - Current
Customer Success Associate
Figure-Lending
08.2021 - 07.2022
National Business Banking Customer Success Specialist 2
Well Fargo
01.2020 - 07.2021
Commercial Billing Specialist
Charter Communications
02.2018 - 08.2019
Customer Service Representative
Convergys Corporation
01.2017 - 02.2018
Customer Service Associate
Walmart
11.2015 - 01.2017
Bachelor of Science: Biology -
Saint Augustine's University
East Mecklenburg High School
Bachelor of Science: Biology -
University of North Carolina at Charlotte
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