Sherrelle Primm
Atlanta,GA
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
14
14
years of professional experience
Work History
SENIOR CUSTOMER SERVICE ADVISOR
Apple Inc.
11.2015 - Current
- Educated customers about billing, payment processing, refunds and support policies and procedures.
- Managed high-stress situations calmly, maintaining professionalism while resolving & de-escalating urgent customer concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues via phone and email.
- Exceeded performance metrics consistently, earning recognition as a top performer within the organization.
- Offering solutions and feedback to help the business grow and address complex situations.
- Assisted in training new advisors, sharing best practices for optimal performance within the team.
- Researched and identified solutions to technical problems.
- Cross-trained and backed up other customer service advisors.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Supported sales initiatives by selling AppleCare+ coverage when appropriate during customer interactions.
- Conducted thorough diagnostics for hardware or software issues, ensuring accurate solutions were provided to customers.
- Multi-tasked [10] systems while providing service and resolving customer issues, questions, comments or concerns.
- Collaborated with team members to share knowledge and improve overall service quality.
- Adhered strictly to company guidelines regarding data privacy protection when working with customer information.
- Answered constant flow of customer calls with minimal wait times.
TECHNICAL SUPPORT TIER I
Charter Communications, Spectrum
06.2014 - 09.2015
- Assisted customer with technical issues & interruptions of home internet and phone service.
- Enhanced team productivity with thorough documentation of customer interactions and resolutions.
- Maintained high-quality service standards, consistently meeting or exceeding performance metrics.
- Managed high-volume call center environment, maintaining composure under pressure while providing top-notch support services.
- Provided exceptional support for customers, promptly responding to inquiries and troubleshooting problems.
- Identified trends in customer concerns, proactively addressing common issues before escalation.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
CUSTOMER SERVICE REPRESENATIVE LEAD
AT&T
10.2009 - 04.2014
- Assisted with billing issues, payments, credits & adjustments.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed operations with high call volume to ensure friendly and efficient resolutions to customers
- Promoted to Coach expert for fellow customer service representatives.
- Mentored junior staff, providing guidance on best practices in customer service.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Negotiated successful resolutions between customers and the company during disputes or disagreements.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Business Management
Alabama A & M University
Normal, ALHigh School Diploma -
Normandy High School
St Louis, MO2006
Skills
- Escalation Management
- Decision Making
- Technical Support
- Call Center Experience
- Policies and Procedures Adherence
- Remote Office Availability
- Computer Skills
- Multitasking
- Product Knowledge
- Conflict Resolution
- Customer Service
- Administrative and Office Support
Timeline
SENIOR CUSTOMER SERVICE ADVISOR
Apple Inc.
11.2015 - Current
TECHNICAL SUPPORT TIER I
Charter Communications, Spectrum
06.2014 - 09.2015
CUSTOMER SERVICE REPRESENATIVE LEAD
AT&T
10.2009 - 04.2014
Business Management
Alabama A & M University
High School Diploma -
Normandy High School
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