SHERRY HARDY
Birmingham
Summary
Results-driven Customer Service Leader experienced in high-volume call centers, specializing in healthcare claims and technical support. Achieved significant improvements in customer satisfaction and team productivity through effective issue resolution and process enhancements. Focused on building lasting client relationships and exceeding performance targets.
Overview
7
7
years of professional experience
Work History
Lead representative
Tasc
07.2021 - 06.2026
- Provided expert support for healthcare benefits and claims, resolving customer concerns and ensuring timely, accurate claim processing.
- Handled escalated and supervisor-level calls, de-escalating issues and coordinating with claims, billing, and provider teams to secure resolutions.
- Maintained precise case documentation and updated CRM/claims systems to ensure compliance and reliable reporting.
- Mentored junior representatives, led team huddles, and recommended process improvements that streamlined workflows and improved service consistency.
- Led team meetings to discuss project progress and address concerns.
- Trained new representatives on company policies and customer service standards.
Customer service Sales Rep
Allied Global
05.2019 - 07.2021
- Consistently exceeded sales targets by identifying upsell opportunities and closing additional product/service sales.
- Delivered high-quality customer service across phone and email, resolving complex inquiries and complaints to improve satisfaction and retention.
- Resolved customer complaints and provided effective solutions to enhance satisfaction.
- Coached new team members on customer service best practices and company systems, enhancing overall team efficiency.
- Assisted customers with product inquiries and service-related questions to ensure accurate information delivery and support.
- Maintained accurate CRM records, managed follow-ups, and streamlined case resolution with cross-functional teams.
- Resolved customer complaints with effective solutions, contributing to improved customer satisfaction and loyalty.
Education
Bachelor of Business Administration -
Falkner university
BirminghamSkills
- Claims processing
- Service agreements
- Customer relationship management
- Client retention
- Conflict resolution
- Team collaboration
- Conflict resolution
- Team collaboration
Timeline
Lead representative
Tasc
07.2021 - 06.2026
Customer service Sales Rep
Allied Global
05.2019 - 07.2021
Bachelor of Business Administration -
Falkner university