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Sheryl Smith
Customer Service Representative
Harrisburg,North Carolina
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Customer Service Specialist Manager
Treats And Eats Charlotte
Harrisburg, NC
06.2022 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Sales Representative Team Leader
PRIMERICA FINANCIAL SERVICES LIMITED
Huntersville, NC
06.2022 - Current
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Developed and delivered engaging sales presentations to convey product benefits.
- Fostered vital customer relationships to generate $50,000 in sales.
- Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Trained and mentored new sales representatives.
Rural Carrier Associate
United States Postal Service, USPS
Charlotte, NC
08.2016 - 01.2022
- Signed and received mail with signature requirements upon delivery and loading.
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders and stamp purchases in field.
- Maintained records on customers with mail forwarding and change of address requests.
- Sorted mail according to order of address appearance for easy access in field.
- Directly interacted with customers to deliver mail, packages and ordered goods.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used Microsoft Word and other software tools to create documents and other communications.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Created plans and communicated deadlines to complete projects on time.
Customer Service Representative
ORCHID Pharmaceuticals .Inc
Nungambakkam, Chennai
07.2011 - 05.2016
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cross-trained and backed up other customer service managers.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
- Entered orders into salesforce computer database system.
Call Center Agent
Continuum Global Solutions
Charlotte, NC
05.2013 - 06.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted customers by answering questions and responding to inquiries.
- Addressed customer account discrepancies and concerns.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Education
High School Diploma -
Redford High School
Detroit, MI 09.2000 - 06.2002
Skills
Inter-department collaboration
Budgeting and reporting
Personnel training and development
Customer Relationship Management Software (CRM)
Customer-focused
Excellent time management skills
Training and mentoring
Complaint resolution
Purchasing and procurement
Administrative support
Technical Support
Sales expertise
Effective workflow management
Customer Relations
Microsoft Outlook, Word and Excel
Staff education and training
Adherence to high customer service standards
Research and due diligence
Accomplishments
- Drove record-high sales that elevated the store's ranking in the company from #25 to #7.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved Growth through effectively helping with Employee Development
Software
Extensive knowledge of all Microsoft programs MS Office, MS XP, MS Windows, Excel, Power point
Interests
Contributing to an exciting/forward-thinking/fast-moving company/industry
Timeline
Customer Service Specialist Manager
Treats And Eats Charlotte
06.2022 - Current
Sales Representative Team Leader
PRIMERICA FINANCIAL SERVICES LIMITED
06.2022 - Current
Rural Carrier Associate
United States Postal Service, USPS
08.2016 - 01.2022
Call Center Agent
Continuum Global Solutions
05.2013 - 06.2015
Customer Service Representative
ORCHID Pharmaceuticals .Inc
07.2011 - 05.2016
High School Diploma -
Redford High School
09.2000 - 06.2002