Summary
Work History
Education
Skills
Timeline
Generic

SHERRI DEFRIES

Wartburg,TN

Summary

Dynamic Customer Service Representative with a proven track record at SYKES (Apple), excelling in service excellence and focused listening. Enhanced customer satisfaction through empathetic problem-solving and effective training initiatives. Recognized for boosting team morale and improving service quality, while maintaining compliance with service standards.

Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in posted position..

Work History

Customer Service Representative Team Lead

SYKES (Apple)
2014 - 2015
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Completed bi-weekly payroll for 15 - 20 employees.

Customer Support Specialist

SYKES (Xbox)
2013 - 2014
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed approximately 50-70 inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.
  • Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
  • Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
  • Researched and identified solutions to technical problems.
  • Generated reports to track performance and analyze trends.

Education

Associate of Science - Medical Assistant

National College of Business And Technology
Knoxville, TN
01-2011

Skills

  • Service excellence
  • Focused listening
  • Problem-solving skills
  • Accurate data entry
  • Professional telephone demeanor
  • Administrative support
  • Staff training
  • Technical support
  • Service standard compliance

Timeline

Customer Service Representative Team Lead

SYKES (Apple)
2014 - 2015

Customer Support Specialist

SYKES (Xbox)
2013 - 2014

Associate of Science - Medical Assistant

National College of Business And Technology

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SHERRI DEFRIES