Sherlana Ward
San Tan Valley,AZ
Summary
A motivated and extensively experienced Administrative Management and Customer Service professional with a history of stellar performance in client facing settings. An ability to serve as the Voice of the Customer, deploying engaging communication skills underline an ability to effect superior client service and stakeholder buy-in. Highly adept at applying corporate standards to daily activities turning customers into loyal brand ambassadors. Committed to deploying refined and sophisticated communications and customer success skills to a progressive growth focused role, helping a company streamline internal activities, engage its team and deliver on the customer service promise.
Overview
15
15
years of professional experience
Work History
Customer Service Back Office Processor
MOHELA
Atlanta, GA
01.2023 - 08.2024
- Processing for different projects handling several administrative tasks (Data Management, strategizing, development fields, maintain records)
- Verified forms such as PSLF forms for FSA
- Analyze the data inputted, reporting any financial information, also complying with regulations
- Handle classified data files for operational support for evaluations
- Audit forms making sure the Data provided is substantiated for reporting
- Managed back-office activities and developmental processing
- Provided support for extended service agreement pertaining transfers, cancellations, forbearance.
Customer Service Associate
WIPRO (Best Buy Corp)
Atlanta, GA
01.2021 - 01.2023
- Serving as primary point of contact to address enterprise clients’ queries and concerns
- Ensuring robust compliance to all Customer Satisfaction, Call Handling and Service level SLAs and KPIs
- Verifying application of rigorous customer service standards across all areas of operation
- Working with internal teams to address Customer Service issues to support account retention efforts
- Identifying account management best practices and opportunities for improvement as part of ongoing quality assurance efforts
- Escalating complex email, chat and phone requests and support questions.
City Carrier
UNITED STATES POSTAL SERVICE
New York, NY
01.2015 - 01.2021
- Safely delivering mail and parcels to residential and business addresses
- Unloading and loading delivery trucks, adhering to all corporate and regulatory safety policies
- Implementing USPS policies and procedures across all administrative and mail delivery operations
- Updating and advising clients on postal costs and regulations
- Processing and organizing incoming mail to streamline delivery activities
- Completing shipping and pick up documentation, collecting and recording payments
- Responding to and resolving customer complaints and issues.
Bank Teller
NATIONAL BANK OF NEW JERSEY
Newark, NJ
01.2014 - 01.2015
- Exceeded sales goals by promoting bank products and services during client interactions
- Completed a wide range financial transaction including deposits, withdrawals, funds transfers, opening and closing of bank accounts
- Proposed solutions and leveraged cross-selling opportunities to existing and new clients
- Responded to customer calls and walk ins to discuss various loan products and provided qualification requirements information
- Enforced strict adherence to client privacy and personal information protection
- Demonstrated an unwavering commitment to customer service, focusing on new customer acquisition while maintaining premium service levels with existing accounts
- Delivered stellar client-facing customer service exceeding bank standards.
Receptionist
QUALITY ASSOCIATES
New York, NY
01.2012 - 01.2014
- Welcoming visitors and responded to phone enquiries and bookings
- Providing a superior front of house experience; ensuring stellar presentation of reception area
- Processing communications between team and staff members
- Managing and recording incoming mail and deliveries
- Relaying messages and calls to staff members and members of the executive team
- Assisting the wider team with administrative support.
Dispatcher
FIRST TRANSIT
New York, NY
01.2010 - 01.2012
- Providing transit users with bus schedules and route information
- Processing client trip requests, obtaining authorizations and recording all pick-up, address and cancellation details to support billing operations
- Communicating service information with drivers and internal teams
- Completing daily service reports and trip updates
- Addressing passenger issues and complaints, deploying extensive conflict resolution and active listening skill sets.
Education
Bachelors of Arts -
Kingsborough CUNY
01.2012
Skills
- Customer Service
- Office Administration
- Policy Implementation
- Communications
- Client Relationship Management
- Brand Ambassador
- File Management
- Continuous Improvement
- Retail Banking
- Report Preparation
- Quality Assurance
- Conflict Resolution
- Schedule Management
- Team Liaison
Technical Skillsets
- MS Office Suite
- Google Docs
- Zoom
- Windows / Mac OS
Timeline
Customer Service Back Office Processor
MOHELA
01.2023 - 08.2024
Customer Service Associate
WIPRO (Best Buy Corp)
01.2021 - 01.2023
City Carrier
UNITED STATES POSTAL SERVICE
01.2015 - 01.2021
Bank Teller
NATIONAL BANK OF NEW JERSEY
01.2014 - 01.2015
Receptionist
QUALITY ASSOCIATES
01.2012 - 01.2014
Dispatcher
FIRST TRANSIT
01.2010 - 01.2012
Bachelors of Arts -
Kingsborough CUNY
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