Shermekia Acosta
Spring,TX
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
14
14
years of professional experience
Work History
Assistant Manager/Team Leader
Corebridge Financial Services
12.2017 - Current
- Providing leadership, coached, mentored and developing plans while successfully managing a total of 22 CSP's.
- Observing individual calls and provided relevant suggestions and feedback to promote success.
- Evaluating assigned team members and prepared relevant performance reviews.
- Creating contests and rewards to increase agent engagement and output.
- Facilitating weekly team meetings to discuss goals, successes and areas for improvement.
- One-on-one weekly coaching and escalated call management.
- Responsibilities to perform management duties such as: sending reports, quality stats, customer follow-ups, out of compliance reports daily.
Client Advocate Team Specialist
Corebridge Financial Services
05.2021 - 04.2022
- Received incoming calls from clients and made outgoing calls in response to client inquiries.
- Identify escalated issues or general questions, analyze information and provided solutions.
- Tech queue project where I specifically handled tech related issues. Clients were successfully guided into getting on how to access our website to reset, unlock and gain access to reviewing their online account.
Retirement Specialist
Corebridge Financial Services
12.2017 - 05.2021
- Managed 60+ calls daily educating internal and external clients on plan provisions and overall processing procedures on their investment options such as loans, withdrawals, RMD's, and hardships request and balance inquiries.
- Trouble shoot web-based issues regarding clients online access.
Accounts Receivable Specialist
Gexa Energy
10.2016 - 10.2017
- Posting payments by recording cash, checks and credit card.
- Making sure all payments are accounted for and properly posted.
- Verify discrepancies and payments received from all departments.
- Posted and verified entries to logs, spreadsheets or reports to update department records and accounting systems.
Customer Service Representative
Gexa Energy
10.2011 - 10.2016
- Handled over 100+ calls per shift signing up new customers, retrieving customer data, presenting relevant product information and canceling service.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Handling client discrepancies such as turn-around times for electricity service, billing issues, cut off times or any other issues revolved around creating better electricity service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Elsik High School
Houston, TX05.2001
Undergraduate Certificate - Project Managment
DeVry University
Lisle, IL03-2026
Skills
- Attention to Detail
- Giving Constructive Feedback
- Issue Resolution
- Teamwork and Collaboration
- Verbal and Written Communication
- Flexible Schedule
- Analytical Thinking
- People Management
- Experience in Leadership
- Conflict resolution
- Team building
- Coaching and mentoring
Accomplishments
- Supervised and mentored a team of 25 CSP's.
- Recently collaborated with Ashley Tisby, Sharica Greene, additional CSP's and Kara Boiling on optimizing the service instructions.
- After consulting with my manager created voicemail for the Starter Conversion Line when client's are calling after hours. This prevented any continuous emails being sent Dana Smith in REC since no one was available after 5pm to receive the incoming calls coming in.
- In 2023 helping Vincent McCray call director from April- July and then September through the November to meet a goal of 1500 random scored Accenture calls. Target each TL was 120 succeeding over goal limit meeting over 280 random scored calls graded. With a goal of meeting 20-21 calls graded a day.
Languages
English
Native or Bilingual
Timeline
Client Advocate Team Specialist
Corebridge Financial Services
05.2021 - 04.2022
Assistant Manager/Team Leader
Corebridge Financial Services
12.2017 - Current
Retirement Specialist
Corebridge Financial Services
12.2017 - 05.2021
Accounts Receivable Specialist
Gexa Energy
10.2016 - 10.2017
Customer Service Representative
Gexa Energy
10.2011 - 10.2016
High School Diploma -
Elsik High School
Undergraduate Certificate - Project Managment
DeVry University
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