Sherrita Herrod
Buffalo,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Governmental industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Contact Center Representative
Interal Revenue Service
Buffalo, NY
10.2000 - Current
- Collaborated with other callers and representatives to complete tasks.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Made follow-up phone calls to customers about general issues.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Maintained 50% customer service satisfaction ratings through quality control
- Engaged in learning and development opportunities to promote continued performance improvement
Sales Associate
Catherine's Plus Sizes
Buffalo, NY
05.2009 - 04.2011
- Engaged with customers to effectively build rapport and lasting relationships.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Increased sales by offering advice on purchases and promoting additional products.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Applied security and loss prevention training toward recognizing risks and reducing store theft
- Answered customer questions regarding sizing, accessories and proper care for merchandise
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings
Education
Bachelor of Arts - Social Sciences
05.1995
Skills
- Order and Refund Processing
- Responding to Difficult Customers
- Customer Account Management
- Creative Problem Solving
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Upbeat and Positive Personality
- Verbal and Written Communication
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
Timeline
Sales Associate - Catherine's Plus Sizes
05.2009 - 04.2011
Contact Center Representative - Interal Revenue Service
10.2000 - Current
Medaille College - Bachelor of Arts, Social Sciences