Xylina Cherry
Charlotte,NC
Summary
Experienced Professional that specializes in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Office Administrator
Hanger Clinic: Prosthetics & Orthotics
12.2022 - Current
- Interacted with patients by phone, email or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Delivered clerical support by handling range of routine and special requirements.
- Reconciled account files and produced monthly reports
Quality Assurance Specialist
Community Choice Credit Union
04.2021 - 11.2022
- Educated team members on specific QA standards and confirmed maintenance of standards.
- Provided daily updates to team leadership on quality metrics by communicating consistency problems or call deficiencies, as well as increases in performance.
- Evaluated team members based on key performance indicators that have been set.
- Assisted in developing evaluation programs that maximizes output and productivity of contact center.
- Lead weekly calibration sessions which were vital for monitoring quality of customer interactions.
- Monitored over 150 calls month.
Member Contact Center Advisor Team Leader
Community Choice Credit Union
02.2020 - 04.2021
- Communicated with customers to assess and address individual needs, providing timely and quality support via Symitar systems.
- Helped every team member by approaching conversations with positive attitude and willingness to assist.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
GM Rewards Tier 2 Adviser Team Leader
Concentrix
01.2019 - 07.2019
- Managed over 50 case assignments per day, reviewed case progress and determined case closure
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Received incoming calls and messages and addressed or triaged phone requests.
- Received training from General Motors, to explain technical functions of mobile devices and guide product selection by customers
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Monitored incoming calls and provided feedback to associates to improve quality of service.
- Coached team members in techniques necessary to complete job tasks.
General Motors Connection Center Adviser
Concentrix
11.2017 - 01.2019
- Deliver service and support to members using call distribution phone software, via remote connection or over Internet
- Managed over 50 customer calls per day to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customers information and determine issues by evaluating and analyzing symptoms
- Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, Bluetooth and more
- Research required information using available resources
Senior Customer Care Adviser
Concentrix
08.2015 - 10.2017
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Managed average of 40calls per day by addressing customer inquiries, solving problems and providing new product information.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems promptly
- Served as main liaison between customers, management and sales team
- Provided elevated customer experience to generate loyal clientele
- Acted professionally and patiently when addressing negative customer feedback
Production Operator
Magna Modular Systems
08.2008 - 07.2014
- Set up and performed hand and automatic assembly operations on components, sub-assemblies and assemblies
- Reviewed and verified all work was compliant with sales orders and customer requirements
- Proposed process improvements to increase quality and efficiency
- Improved knowledge and productivity through continuous education and learning from foreman and senior assemblers
- Successfully participated and chosen for company's, Fairness Committee, to help improve employee’s problems and concerns.
Education
Associate of Arts - General Studies
Macomb Community College
Clinton TownshipSkills
- Detailed-oriented
- Customer Service
- Team player
- Leadership
Certification
- Ashworth College
- Certified Medical Office Assistant 2019
Timeline
Office Administrator
Hanger Clinic: Prosthetics & Orthotics
12.2022 - Current
Quality Assurance Specialist
Community Choice Credit Union
04.2021 - 11.2022
Member Contact Center Advisor Team Leader
Community Choice Credit Union
02.2020 - 04.2021
GM Rewards Tier 2 Adviser Team Leader
Concentrix
01.2019 - 07.2019
General Motors Connection Center Adviser
Concentrix
11.2017 - 01.2019
Senior Customer Care Adviser
Concentrix
08.2015 - 10.2017
Production Operator
Magna Modular Systems
08.2008 - 07.2014
Associate of Arts - General Studies
Macomb Community College
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