Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sherline Presume

North Lauderdale

Summary

Dynamic customer service professional with a proven track record at Fiserv, excelling in conflict resolution and technical issue analysis. Recognized for implementing process improvements that enhanced customer satisfaction and response times. Adept at training staff and utilizing CRM tools to boost performance metrics and streamline operations.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Fiserv
01.2021 - Current
  • Provided exceptional customer support through multiple communication channels, resolving inquiries efficiently.
  • Trained and mentored new team members, enhancing onboarding processes and improving service delivery.
  • Analyzed customer feedback to identify trends, recommending process improvements for increased satisfaction.
  • Collaborated with cross-functional teams to streamline operations and enhance overall customer experience.
  • Resolved technical issues through troubleshooting and problem-solving techniques.
  • Guided customers in utilizing software features to enhance user experience.
  • Implemented process improvements that enhanced response times and customer satisfaction rates.
  • Led initiatives to streamline communication between support staff and engineering teams.

Customer Service Representative

Brands Mart USA
08.2019 - 01.2021
  • Coordinated issue resolution across departments, ensuring timely responses and effective solutions for clients.
  • Developed training materials that improved staff knowledge on products and services, boosting performance metrics.
  • Led initiatives to implement new CRM tools, increasing data accuracy and tracking efficiency across teams.
  • Managed escalated customer issues, employing conflict resolution strategies to maintain client relationships effectively.

Team Leader

Cricket Wireless
01.2016 - 08.2018
  • Led team to achieve sales targets through effective training and motivation strategies.
  • Implemented process improvements that enhanced customer service efficiency and satisfaction.
  • Developed staff performance metrics to monitor progress and drive accountability within the team.
  • Coordinated inventory management, ensuring optimal stock levels and reducing discrepancies.

Education

Associate of Science - Medical Assisting

City College
Fort Lauderdale, FL
06.2019

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Microsoft outlook
  • Technical issues analysis
  • Account management
  • Windows 10
  • Analytical thinking
  • Product knowledge
  • Product training
  • copilot

Languages

Haitian creole
Full Professional

Timeline

Customer Service Representative

Fiserv
01.2021 - Current

Customer Service Representative

Brands Mart USA
08.2019 - 01.2021

Team Leader

Cricket Wireless
01.2016 - 08.2018

Associate of Science - Medical Assisting

City College