Shermoan Lyons
Rocky Mount,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Representative(Remote)
Verizon
07.2022 - 10.2023
- Address customer inquiries promptly, achieving high satisfaction and minimal wait times.
- Resolve issues efficiently, escalating major concerns to supervisors when necessary.
- Assist customers in selecting cellular products, explaining features and benefits.
- Increase revenue by recommending accessories and promotions.
- Maintain professionalism and courtesy in all customer interactions.
Customer Service Representative(Remote)
Concentrix
11.2021 - 01.2022
- Analyzed customer feedback to identify improvement areas, boosting retention by 18%.
- Monitored and assessed customer service performance metrics, enhancing service effectiveness.
- Implemented feedback-driven changes, leading to measurable improvements in customer satisfaction.
Technical Support Representative(Remote)
Conduent
10.2019 - 04.2021
- Answered customer calls promptly, reducing wait times and enhancing customer satisfaction.
- Updated and maintained customer records for accurate account information.
- Resolved technical issues by asking clear, specific questions, ensuring effective problem-solving.
- Handled a high volume of calls efficiently, minimizing customer wait times.
- Achieved high customer satisfaction by resolving service issues quickly and accurately.
Cashier
Highway Diner
11.2018 - 09.2019
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Customer Service Representative(Remote)
TTEC
06.2019 - 08.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Cashier/Customer Service
Harris Teeter
09.2016 - 02.2018
- Greeted customers entering store and responded promptly to customer needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Intern
Boys & Girls Clubs of America
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Education
High School Diploma -
Nash Central High School
Rocky Mount, NC06.2016
Skills
- Customer Service (5 years)
- Microsoft Office
- Customer Support (4 years)
- Customer Care
- Call Center
- Certifications and Licenses
- Microsoft Word
- Microsoft Excel
- Product Knowledge
- Complaint resolution
- Call Management
- Data Entry
- Data Collection
- Inbound and Outbound Calling
- Call Center Operations
- High-energy attitude
Timeline
Customer Service Representative(Remote)
Verizon
07.2022 - 10.2023
Customer Service Representative(Remote)
Concentrix
11.2021 - 01.2022
Technical Support Representative(Remote)
Conduent
10.2019 - 04.2021
Customer Service Representative(Remote)
TTEC
06.2019 - 08.2019
Cashier
Highway Diner
11.2018 - 09.2019
Cashier/Customer Service
Harris Teeter
09.2016 - 02.2018
Intern
Boys & Girls Clubs of America
High School Diploma -
Nash Central High School