RESUME

Sharay Smith

**** ******** ***** *******, ** 27603

252-***-****

aca25s@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL 3 5 YEARS EXPERIENCE IN CALL CENTER

SETTINGS

Profile

More than 3 years’ successful experience in customer service and support with recognized strengths in

•

account maintenance, problem solving and trouble shooting, sales staff support, and

planning/implementing proactive procedures

1. Possess solid computer skills and Data Entry

2. Excellent working knowledge using Microsoft Excel, WordPerfect, Microsoft Word, CT DataTrac,

and CST

3. Ability to train, motivates, and supervises customer service employees.

4. A team player, acknowledged as “Total Quality Customer Service Professional.”

5. Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and

filings, and maintain/update accurate inventories.

Synopsis of Achievements

Increased customer retention by 19%, from 72% to 91%.

•

1. Proactive planning led to notable increase in morale in all departments.

2. Strategic relationship/partnership building skills, listen attentively, solve problems creatively, and

use tact and diplomacy to find common ground and achieve win win outcomes.

3. Always Collect past due or current payments

Employment

Campaign for Sprint, Cary, NC

01/10/2012 01/20/2013

Customer Service Representative

1. Support sales at 100% reps in opening new accounts and upgrading existing service.

2. Team lead processing payment arrangements

3. Changing/updating information

4. Giving accurate credits

5. Handling phone claims lost or stolen

6. Handling insurance claims informing customer if eligible to add to account

7. Creating new accounts/separating numbers from other accounts to own account

8. Quickly and effectively solve customer challenges with average handle time down

9. Maintain quality control/satisfaction records, constantly seeking new ways to improve customer

service.

10. inbound/outbound

11. Adding new phone lines to account

12. Data Entry with all calls even transfers

RESUME

Surpass Contact Center, Lynchburg, VA

06/07/2010 01/03/2012

Client Support –Comcast and Radio

1. Inbound/Outbound Sales/Marketing

2. Responsible for full knowledge of all products and policies before they are presented to the

customers.

Maintain working knowledge of all Sales and Customer Service policies and procedures.

3. Deliver and exceed customer specified goals for defined key performance indicators.

4. Apply comprehensive knowledge of systems, procedures, customers, products and processes to

perform a broad range of varied and demanding assignments within customer service area.

5. Work is performed with minimal supervision and requires a high degree of originality, evaluation

and judgment. Provide responsive and competent customer support within a call center

environment.

6. Ability to navigate a Computerized Data Entry system or other relevant systems.

7. Ability to proactively connect with members, excellent interpersonal skills.

In Service America, Praying, Forest, VA 03/06/09 01/01/2012

Customer Service Representative

1. Praying

2. Quickly and effectively understand and pray about what’s asked

3. Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

4. Data Entry/Gathering customers information

8. handled data entry and payments into system (debt, credit, checking, mailing)

Education

E.C.Glass High School, Lynchburg, VA

References Furnished Upon Request

La'Dwana Johnson(supervisor In Service America employer) 336

Felicia Calloway (guidance) 434-***-****

Ms. Miller (councilor) 434-***-****

Mark Chambers (management Teacher Surpass Contact Center Employer) 434-***-**** *

Melissa Bryant (Supervisor Xerox/Sprint) 252-***-****

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