Shermeda Nabors
Summary
With 25 years of experience as a customer service professional, I aim to advance my career by leveraging my skills, talents, and technical abilities. In today's rapidly evolving technology landscape, my passion lies in educating and leading to deliver a seamless customer experience.
Overview
26
26
years of professional experience
Work History
Senior Sourcing Specialist
AT&T
09.2021 - 10.2023
- Process monthly disbursements for eligible government applicants and handle invoicing to USAC
- Assist in resolving inquiries from applicants and partners
- Ensure timely completion of General Ledger reconciliation
- Support CTF (California Teleconnect Fund), E-rate, and ECF (Emergency Connectivity Fund) Programs
- Investigate contracts for government customers
- Manage billing issues as part of project management
- Collaborated with cross-functional teams to develop category strategies and align procurement activities with organizational objectives.
Sales Consultant
AT&T
08.2019 - 09.2021
- Processed customer orders for Telco, Wireless, and Digital services using advanced mechanized systems such as ASON, CPSOS, ECRM, OPUS, CCTP, ASCOT, CCS, EASE, and Microsoft
- Assisted with billing and service issues, including negotiating service contracts based on products
- Educated callers on available products and services tailored to their location
- Listened attentively to callers' needs to ensure a positive customer experience
- Effectively managed a high volume of inbound residential customer calls related to sales and service
- Calmly and courteously defused volatile customer situations in a fast-paced environment
Service Representative
SBC Communications
03.2006 - 08.2019
- Managed service orders and contracts for accounts in all 5 states of the Midwest
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Utilized advanced mechanized systems including -E-CRM, PowerPoint, RDS, Microsoft Office/Word, and Excel spreadsheets to initiate and complete service orders, and handle Global/GEM customer requests and billing investigations
- Managed large accounts such as City of Chicago, Chicago Public Schools, Northshore University Hospital, Botsford Hospital, and Dayton Public Schools
- Recognized with commendations from managers, sales teams, and customers for outstanding performance
Customer Advocate
Ameritech
01.1998 - 03.2006
- Managed a high volume of inbound and outbound customer calls related to sales and services
- Conducted billing investigations for high-end products
- Provided service leadership, peer coaching, and effective problem-solving
- Documented, researched, and resolved customer service issues accurately
- Utilized mechanized systems including ASON, ACIS, CPSOS, TNAC, TIRKS, SPS, WFA, and DSNP
- Made recommendations based on customer needs for features, accessories, upgrades, and rate plans
- Listened to customers in actively to assess issues and provide accurate information.
Education
Business Mgmt -
Bryant & Stratton Business College
01.1996
Business Mgmt -
Henry Ford Community College
01.1992
High school diploma or GED -
Henry Ford High School
06-1989
Skills
- VoIP
- VPN
- Active Directory
- LAN
- Computer Networking
- Network Firewalls
- Microsoft Windows Server
- Operating Systems
- Microsoft Windows
- Ethernet
- Disaster Recovery
- Network Support
- Microsoft Exchange
- Typing
- Network Monitoring
- Teaching
- Customer service
- Technical Support
- Load Balancing
- SharePoint
- Data collection
- DNS
- Help Desk
- System Administration
- Customer Relationship Management (CRM)
- CRM Software
- Complaint Handling
- Call center experience
- Quality Assurance
- Customer Response
- Payment Processing
- Customer service excellence
- Email management
- Attention to Detail
- Microsoft Windows and Office
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Collaborative Team Player
- Interpersonal Skills
- Customer Communication and Empathy
- Customer service expert
- Problem-solving abilities
- Online Chat Support
- Issue and Resolution Tracking
- Support Services
- Help Desk Support
- Organizational Skills
- Highly Professional
- Call Center Operations
- Friendly and Patient
- Tracking and Documentation
- Project Coordination
- Active Listening
- Creative Issue Resolution
- User Support
- Supply Management
- Auditing Service Requests
- Troubleshooting Network Issues
- Incoming Call Management
- Device Installation
- Training Materials Development
- Remote Technical Support
- Software Upgrades
- Call Management
- Network Certification
- Staff education and training
- Analytical and Methodical
- Service Desk Team Management
- Database Management
- User Training
- Application installations
- Technical issues analysis
- Desktop support
- Microsoft Certification
- Error Detection
- System Performance Assessments
- Documentation Development
- Requirements Definition
- Service Schedule Coordination
- Mac systems
- Data Recovery
- System optimization
- File Management Software
- Live chat support
- Ticket management
- Appointment Scheduling
- Sales Support
- Salesforce
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Collaborated with team of 10 in the development Office Morale Team.
- Promoted to Senior Sourcing Manager
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Work-life balanceFlexible work hoursWork from home optionTimeline
Senior Sourcing Specialist
AT&T
09.2021 - 10.2023
Sales Consultant
AT&T
08.2019 - 09.2021
Service Representative
SBC Communications
03.2006 - 08.2019
Customer Advocate
Ameritech
01.1998 - 03.2006
Business Mgmt -
Henry Ford Community College
Business Mgmt -
Bryant & Stratton Business College
High school diploma or GED -
Henry Ford High School
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