Summary
Overview
Work History
Education
Skills
Skillsandhighlights
Timeline
Generic

Sheronda Perrin

Philadelphia,PA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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

20
20
years of professional experience

Work History

Customer Service Representative

Department of Treasury
01.2008 - 06.2024
  • Resolve issues and obtain information relative to the tax administration process
  • Provide a full range of administrative and technical assistance to individuals and practitioner priority services
  • Communicate with individual taxpayers, their representatives, professional stakeholders, and other government officials
  • Explain what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information. Managed approximately 30-60 incoming calls, emails and faxes per day from customers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • 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.
  • Provided primary customer support to internal and external customers.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained staff on operating procedures and company services.
  • Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
  • Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
  • Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
  • Proactively identified opportunities to improve internal processes or suggest changes that would benefit the overall customer experience.
  • Collaborated with team members to optimize processes for increased efficiency in handling customer complaints.
  • Implemented feedback from quality assurance reviews to continuously refine skills and deliver excellent support.
  • Streamlined communication channels for improved customer experience and faster response times.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Tracked customer service cases and updated service software with customer information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.

Assistant Manager

Home Depot
05.2007 - 01.2008
  • Ensuring high levels of customer satisfaction through excellent sales service
  • Handling customers complaints by using the 'H.E.A.T' Method
  • Ensuring all administration and staff members are following all the store producers policies
  • Monitored all operations including front end, self checkout, the lot.
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Developed and maintained strong relationships with vendors to facilitate timely product delivery.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

2nd Assistant Manager

Casual Man XL
02.2006 - 01.2007
  • Handling cash, debit card, and credit card transactions
  • Maintaining a healthy, clean work environment for all customers and staff
  • Provide training, meetings, mentoring, and feedback to all staff members
  • Answered phone calls, filed documents, and faxing paperwork
  • Ensuring all safety producers and policies are followed by staff members.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved safety procedures to create safe working conditions for workers.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Improved marketing to attract new customers and promote business.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Cashier, Stocker

AJ Wright
10.2004 - 04.2006
  • Handling cash, debit card, and credit card transactions
  • Maintaining a cleaned, safe work environment for customers
  • Restocking merchandise on shelves and clothing racks neatly
  • Assisting customers with any complaints.
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Stocked, tagged and displayed merchandise as required.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Managed approximately 30 or more incoming calls, emails and faxes per day from customers.'

Education

High School Diploma -

William Penn High School
Philadelphia, PA
06.1987

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Call center experience
  • Computer Proficiency
  • Money handling abilities
  • Complaint Handling
  • Client Relations

Skillsandhighlights

  • Customer Service
  • Communication
  • Problem Solving
  • Time Management
  • Management

Timeline

Customer Service Representative

Department of Treasury
01.2008 - 06.2024

Assistant Manager

Home Depot
05.2007 - 01.2008

2nd Assistant Manager

Casual Man XL
02.2006 - 01.2007

Cashier, Stocker

AJ Wright
10.2004 - 04.2006

High School Diploma -

William Penn High School

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Sheronda Perrin