Overview
Summary
Work History
Education
Work Availability
Skills
Timeline
Hi, I’m

Sherrilyn Black

Kansas City,MO
The way to get started is to quit talking and begin doing.
Walt Disney
Sherrilyn Black

Overview

11
years of professional experience

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Work History

OptumRx
Overland Park, KS

Customer Service Specialist
02.2020 - 07.2023

Job overview

  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Provided primary customer support to internal and external customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Developed customer service improvement initiatives to decrease customer wait times.
  • Maintained and managed customer files and databases.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.

JCPenney
Lenexa, Kansas

Customer Service Specialist
06.2018 - 03.2019

Job overview

  • Resolved concerns with products or services to help with retention and drive sales.
  • Provided primary customer support to internal and external customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Processed repair and warranty documentation for customers.
  • Educated customers on company systems, form completion, and access to services.
  • Answered over 100 calls per shift to meet fast-paced call center demands.

C3 Customer Contact Channels
Las Vegas, NV

Customer Service Supervisor
08.2012 - 09.2016

Job overview

  • Coached employees through day-to-day work and complex problems.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Researched and corrected customer concerns to promote company loyalty.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Monitored front areas so that questions could be promptly addressed.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Kept high average of performance evaluations.
  • Completed bi-weekly payroll for 25 employees.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Organized spaces, materials and catering support for internal and client-focused meetings.

Education

Lincoln Academy
Kansas City, MO

High School Diploma
06.1981
Availability
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Skills

  • Data Evaluation
  • Cash Register Operations
  • Call Centers
  • Project Management
  • Customer Relations
  • Inputting Claims
  • Customer Service
  • Customer Order Management
  • Telephone Etiquette
  • High-Volume Call Environments
  • Credit Card Applications
  • Benefits Explanations
  • Warehousing Practices and Procedures
  • Customer Retention Strategies
  • Merchandise Orders and Exchanges
  • Online Chat
  • Billing Adjustments and Refunds
  • Customer Information Databases
  • Office Supplies and Inventory
  • Livechat Messaging
  • Order and Refund Processing
  • Fee Collection
  • Sales Report Generation
  • Sales and Upselling
  • Cultural Awareness
  • Credits Understanding
  • Understanding Customer Needs
  • Cash Counting
  • Process Transactions
  • Policy and Procedure Adherence
  • Patient Reimbursements

Timeline

Customer Service Specialist

OptumRx
02.2020 - 07.2023

Customer Service Specialist

JCPenney
06.2018 - 03.2019

Customer Service Supervisor

C3 Customer Contact Channels
08.2012 - 09.2016

Lincoln Academy

High School Diploma

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Sherrilyn Black