Sheryl Irons
Chepachet,RI
Summary
Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
19
19
years of professional experience
Work History
Customer Service Associate
The Home Depot Inc
03.2023 - Current
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
SR Specialist, Global Asset Management
Dell Technologies
11.2021 - 02.2023
- SR Operations Tech for Global Customer Service
- CRM Salesforce Lightning
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
- Streamlined team workflow, implementing agile methodologies to significantly enhance project turnaround times.
- Followed all company policies and procedures to deliver quality work.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Inventory Analyst
EMC Corporation
04.2013 - 11.2021
- Company Overview: Acquired by Dell Technologies 2016
- Maintaining the integrity and accuracy of an internal CRM database
- Ensure data is represented properly to meet the information needs of other business units
- Handle multiple queues of internal customer requests in a ticketing system related to data issues
- Explore opportunities of continuous improvement based on identifying data errors, investigating root causes and propose solutions
- Analyze data and reporting to identify trends and/or concerns to SME’s
- Work under limited direction
- Able to draft and present operational procedures for Team members
- Work on several informational systems and use a variety of tools including complex searches and queries, running macros and scripts
- Utilize MS Team meetings and Zoom to assist with coaching, training, and communication in a work at home environment
- Acquired by Dell Technologies 2016
ACCOUNT SERVICE CONTROLLER
Dell Technologies
04.2017 - 12.2019
- Company Overview: Formerly EMC
- The Account Service Controller is an office-based team to provide accurate IB data for Maintenance Renewals & Tech Refresh by proactively engaging the Account Managers & field engineers to reflect the actual customer landscape
- Enterprise Customer Base
- Finding missing opportunities is essential and 100% accuracy is expected for both the Company and Customer Relationships
- Metrics and scripts are heavily used to maintain data accuracy from discussions with the SAM and Field reps
- A refresh of each account is reviewed every 6 (six) months for accuracy prior to contract renewals
- Corrective and Proactive Maintenance
- SFDC CRM
Shipping and receiving agent
Dell Technologies
12.2005 - 11.2013
- Company Overview: Formerly EMC
- Coordinating with Lead and ticketing system for orders in / out
- FedEx and UPS flagship carriers for delivery
- Licensed forklift driver
- Formerly EMC
Education
High School -
Brookline High School
01.1987
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Refunds and exchanges
- Customer Data Confidentiality
- Remote Office Availability
- Order and Refund Processing
- Data Management
- Administrative and Office Support
- Cross-Functional Collaboration
- Data Entry
- Teamwork and Collaboration
Timeline
Customer Service Associate
The Home Depot Inc
03.2023 - Current
SR Specialist, Global Asset Management
Dell Technologies
11.2021 - 02.2023
ACCOUNT SERVICE CONTROLLER
Dell Technologies
04.2017 - 12.2019
Inventory Analyst
EMC Corporation
04.2013 - 11.2021
Shipping and receiving agent
Dell Technologies
12.2005 - 11.2013
High School -
Brookline High School
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