Summary
Work History
Education
Skills
Additional Information
Timeline
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Sherri Kershaw

Sherri Kershaw

Customer Service Specialist
Largo,FL

Summary

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, and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Work History

Remote Customer Service Representative

Pods Enterprise LLC
Clearwater, FL
02.2021 - 01.2023
  • Answered average of 100+ calls per day from customers to explained products and benefits of renting storage units either on-site or off-site, gave quotes requests for products, services, and made sales when needed
  • Achieved one-call resolution 95% of time, exceeding center's goal of 85% with the goal to efficiently resolve most or all customer concerns within the first point of contact.
  • Responded to customer questions related to delays in shipment, order mistakes, and lost orders of their container(s)
  • Conferred with warehouse personnel to expedite or trace missing or delayed shipments.
  • Educated customers about billing, payment processing and policies and procedures regarding renting a storage unit(s), and confirmed payments, order disputes, reviewed and reconciled customer accounts to manage accuracy of payments, calculated adjustments, premiums, and refunds.
  • Participated in team meetings and training sessions to stay
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals

Business Development Representative

Unique Insurance Concepts
Largo, FL
08.2019 - 05.2020
  • Made calls to small businesses for health insurance policies, offered insurance quotes, sent prospect to sales team
  • Input new customer data into company CRM and assigned appointments to license representatives
  • Proposed more efficient call script to reduce average time on phone, which was well-received and enforced by management
  • Exceeded and met all sales goals each quarter by 90%
  • Trained and coached new hires on scripts, rebuttals, and product knowledge
  • Supported, applied, and monitored CRM dialing system by inputting new leads and changing flow of dialer system when needed
  • Responsible for opening/closing office, and general office duties for management.
  • Developed business pipeline using cold and warm techniques
  • Kept detailed records of daily activities through online customer database

Lead Generation Specialist

Government Services Exchange
Clearwater, FL
12.2018 - 08.2019
  • Managed over 50 customer calls per day and Increased sales 90 %
  • Contact and develop those prospects into pipeline
  • Convert this prospect pipeline into qualified selling opportunities, and then transition them to appropriate sales executive
  • Worked closely with sales teams to research prospects that are most suited to product set
  • Built prospect lists of potential new customers through research and identification of business opportunities
  • Rescheduled all missed appointments with customers
  • Met or exceed monthly, quarterly, and annual sales targets
  • Stay current on industry trends and market developments to bring innovative ideas and recommendations sales process.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas

Inside Sales Representative

Protect My Car
Clearwater, FL
08.2017 - 07.2018
  • Handled over 150 or more outbound calls through blended call queue working customers through sales cycle through closure
  • Built value in product by communicating services provided and customer savings with extended warranties for cars
  • Computed total costs and profit requirements for customer sales to provide accurate pricing
  • Resolved customer problems and recommended solutions by cross-selling and upselling
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential
  • Assessed customer needs and developed strategy for their retention
  • Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company

Inside Sales Representative

D&S Marketing
Clearwater, FL
08.2014 - 07.2017
  • Fielded businesses nationwide regarding new OSHA Labor Laws and recommend new US Labor Law
  • Compliance posters and other required materials
  • Resolved product or service problems by clarifying customer’s complaint, determining cause of problem, selecting, and explaining best solution
  • Generated revenue by making 15+ or more sales daily and surpassed daily/monthly sales goals of 30 sales per week set by management
  • Handles online order and credit card transactions, billing issues.
  • Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company
  • Used CRM software to maintain detailed contact logs and account records

Customer Account Executive

CARRCO Imaging
Clearwater, FL
10.2011 - 08.2014
  • Prospect and develop strong professional relationships—via phone and e-mails — to sell toner cartridges for printers, exceeded monthly sales goal of $20k per month
  • Evaluated customers' potential needs to make appropriate recommendations
  • Produced over 150+ new Sonic Drive-In accounts, as well piloted to revive old accounts within database such as Nationwide Insurance Company
  • Contacted customers daily to not only generate revenue but maintain relationship
  • Distributed marketing materials to existing and prospective clients to promote products and services
  • Mastered and constantly improved sales prospecting, follow-up and upsell processes
  • Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services

Education

Some College (No Degree) - Business Administration

Hillsborough Community College

Skills

  • Account management
  • Customer service specialist
  • Database Management
  • Superior organizational skills
  • Sales expertise
  • B2B sales

Additional Information

  • Experience in interacting with customers to provide information in response to inquiries about products and services, and to handle and resolve complaints.

Timeline

Remote Customer Service Representative

Pods Enterprise LLC
02.2021 - 01.2023

Business Development Representative

Unique Insurance Concepts
08.2019 - 05.2020

Lead Generation Specialist

Government Services Exchange
12.2018 - 08.2019

Inside Sales Representative

Protect My Car
08.2017 - 07.2018

Inside Sales Representative

D&S Marketing
08.2014 - 07.2017

Customer Account Executive

CARRCO Imaging
10.2011 - 08.2014

Some College (No Degree) - Business Administration

Hillsborough Community College

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Sherri KershawCustomer Service Specialist