Sheryl Staton
Memphis
Summary
Top-performing customer service specialist with more than 12 years' experience in diverse environments. Outstanding reputation for keeping and maintaining excellent customer service standards. Experienced in working with high volume calls and answering intricate inquiries. Train and observe other customer service staff. Take pride in order processing accuracy and efficiency; receive excellent customer feedback. Interact with top management with company on a daily basis. Perform the functions of Order Processing Specialist, Diversified Account Specialist, and Crediting / Billing Specialist. Excited to use my skills on the Customer Service Team at eBay.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
ServiceMaster
- Being poised, resourceful, and adaptable to any office responsibility. Organizational ability to handle multiple priorities and meet deadlines. Implemented management policy changes and collaborated with management to formulate new policies, procedures and goals. Performed up-selling techniques to increase average order values across online ordered products. Trained customers about products or review new business procedures. Recommended products to customers, thoroughly explaining details.
Transportation Service Representative
Swift Transportation
- Develop and implement strategies that involve co-producers and exchange partners that satisfy the needs for on-time delivery throughout the country. Maintain key business relationships with large accounts within the company co-producers, and internal transportation clients to understand and successfully be a part of strategic planning for the organization. Coordinate with all suppliers of railway and consolidated services to ensure the uninterrupted delivery of loads to our clients. Work closely on both rail yard consolidated partnership and strategy teams that focus on improving opportunities related to transportation, delivery, and revenue generation. Identified opportunities for business process improvements and initiated efforts for improvements. Visited clients on-site to give benefit-oriented sales presentations. Prepared sales contracts.
Customer Service Account Manager
Swift Transportation
- Originated customized order intake process to meet customers' specific order requirements; devised performance and on-time delivery metrics. Prioritized tasks and assigned resources and administrative assistants to support the process and implemented incentives programs to improve status while maintaining QA standards. Analyzed similar applications and brainstormed to gather effective requirements for the process. Identified opportunities for business process improvements and initiated efforts for improvements. Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries. Managed and recorded all leads from outbound telephone marketing.
Account Manager
Milwaukee Electric Tool
- Conferred with personnel, users, and vendors to discuss defective and unacceptable goods and services and determined corrective action. Negotiate, renegotiates, and administered contracts with suppliers, vendors, and other representatives. Evaluated and monitored contract performance to determine need for changes and to ensure compliance with contractual obligations. Coordinated with and supported sales representatives in the field. Initiated actions to ensure optimal response times and resolved customer concerns, disputes and discrepancies Responsible for pricing/quoting customers, answering phone inquiries, processing orders and expediting deliveries along with troubleshooting accounts. Responsible for the issuance of all return authorization numbers and FEDEX call tags. Research credits and input information into our system. Supported the sales team in writing proposals and closing contracts. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Service Manager
Liveops
Memphis,tn
02.2025 - 01.2026
- Developed and maintained positive relationships with customers to build rapport and trust.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Took ownership of customer issues and followed problems through to resolution.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Education
Associate of Applied Science -
Southeast College of Technology
Skills
- Strong interpersonal skills
- Goal-oriented
- KPIs (AHT, CSATs)
- Chat / Email Support
- B2C Call Center
- Decisive
- Analytical problem solver
- Billing Support
- Strategic account development
- Knowledge Base Articles (Zendesk, Jira, Confluence, Avaya, Excel, G Suite)
Languages
French
Advanced. Diploma in Advanced French
Timeline
Service Manager
Liveops
02.2025 - 01.2026
Customer Service Representative
ServiceMaster
Transportation Service Representative
Swift Transportation
Customer Service Account Manager
Swift Transportation
Account Manager
Milwaukee Electric Tool
Associate of Applied Science -
Southeast College of Technology