Sherry Stephens
Baltimore,MD
Summary
Authorized to work in the US for any employer 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Billing Customer Service Representative
Amica Insurance
04.2023 - 12.2023
- Manage 40 to 50 inbound calls per day.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promoted available products and services to customers during service, account management, and order calls.
Licensed Property and Casualty Agent
USAA
02.2022 - 03.2023
- Handle inbound and outbound calls from members that needed to file or check status of claims concerning damages or replacement of their property.
- Knowledgeable in Xactimate
- Strong attention to detail, time management, multi-tasking and decision-making skills in busy environment
- Providing exemplary customer service with complex problem solving to deliver five-star experience.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Monitored customer feedback and identified areas of improvement.
- Analyzed risk factors to recommend appropriate coverage levels.
- Educated clients on insurance policies and procedures.
Universal Banker
Revere Bank
04.2020 - 01.2021
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Balanced teller drawers and ATM cash.
- Opened, closed, and updated accounts for customers.
- Educated customers on features and benefits of banking products and services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
Customer Service/Sales Account Manager
Verizon
03.2015 - 03.2020
- Manage inbound calls from new prospects and existing customers concerning products and services.
- Providing exemplary customer service with complex problem solving to deliver one call resolution.
- Strong attention to detail, time management, multi-tasking and decision-making skills in fast-paced environment
- Exceeding monthly quotas over 100% with high ratings for providing best customer service to our customers
- Marketing new products and offering upgrades including processing payments, scheduling service calls, troubleshoot technical issues.
- Developed and offered unique discount options to drive interest in new product lines.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
Branch Manager
Approve Cash Advance
08.2013 - 03.2015
- Coach and motivate staff to retain top performers.
- Write reports, business correspondence, training material and procedure manuals.
- Improve performance by raising efficiency through streamlining of workflow and procedures, refresher training, and quality monitoring.
- Attend monthly court proceedings as representative in cases against delinquent accounts.
- Achieved 60% increase in debt repayment within 65 days as acting Branch Manager
- 25% increase in customer retention through strategic marketing and product knowledge
Member Service Representative
TD Bank
06.2010 - 02.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Cross-sold bank services and products to uplift customer investments.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Education
Bachelor of Business Administration - Human Resources
Strayer University
Arlington, VA06.2025
Skills
- Customer Complaint Management
- Multi-Line Phone Talent
- Selling Skills
- Customer Care
- Data Collection
- Critical Thinking
- Inbound and Outbound Calling
- Brand Loyalty
- Account Opening and Closing
- Problem-Solving Ability
- Microsoft Office Suite
- Complaint Resolution
- Call Center Operations
- Customer Follow-Up
Certification
- Licensed Resource Foster Parent
- Licensed Property & Casualty Adjuster
Timeline
Billing Customer Service Representative
Amica Insurance
04.2023 - 12.2023
Licensed Property and Casualty Agent
USAA
02.2022 - 03.2023
Universal Banker
Revere Bank
04.2020 - 01.2021
Customer Service/Sales Account Manager
Verizon
03.2015 - 03.2020
Branch Manager
Approve Cash Advance
08.2013 - 03.2015
Member Service Representative
TD Bank
06.2010 - 02.2012
Bachelor of Business Administration - Human Resources
Strayer University
- Licensed Resource Foster Parent
- Licensed Property & Casualty Adjuster
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