Sheronda Luckey
Wichita Falls,TX
Summary
Proven in enhancing customer satisfaction and streamlining payment processes, I excelled at Zelis Payments by leveraging my expertise in database management and exceptional client relations. Achieved a significant reduction in client wait times, demonstrating strong follow-up skills and a commitment to service excellence.
Overview
14
14
years of professional experience
Work History
Client Service Representative
Zelis Payments
11.2023 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Maintained and managed customer files and databases.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered personalized solutions to meet customer requirements and close sales.
- Reduced wait times for clients by implementing efficient scheduling practices within the team.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
- Communicated with clients regarding account services, statements, and balances.
- Streamlined communication for improved efficiency by creating a centralized system for tracking client requests.
Payroll Specialist
Platinum Pro's Cleaning Services
07.2016 - 10.2023
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Resolved payroll discrepancies quickly and successfully.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
- Created new hire and termination documents for payroll.
- Maintained strict confidentiality of all payroll information and records.
- Managed payroll data entry and processing for Number employees to comply with predetermined company guidelines.
- Prepared year-end reports for W-2s and 1099s, ensuring accuracy and timeliness in tax filing.
- Maintained confidentiality of sensitive employee information while addressing payroll concerns or disputes.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Collaborated with human resources to maintain up-to-date employee information for precise payroll calculations.
- Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
- Managed garnishments, levies, and support orders in accordance with legal requirements, reducing company liabilities.
- Collaborated with human resources, adcounting and other departments to confirm payroll accuracy.
Customer Service Representative
AT&T Mobility
07.2010 - 07.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Certificate - Med Office
American School of Business
Wichita Falls, TX12.2000
Skills
- Customer Support
- Payment Processing
- Customer Focus
- Call center experience
- Follow-up skills
- Client Relations
- Customer Education
- File Management
- System Documentation
- Meeting deadlines
- Order Processing
- Complaint Handling
- Client Support
- Escalation management
- Database Management
- Service Recommendations
Timeline
Client Service Representative
Zelis Payments
11.2023 - Current
Payroll Specialist
Platinum Pro's Cleaning Services
07.2016 - 10.2023
Customer Service Representative
AT&T Mobility
07.2010 - 07.2013
Certificate - Med Office
American School of Business
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