Customer Service Care

SHAVON R. SHARPE

**** ********** ** #**** *************, GA 30043

Cell: 202-***-****: *********@*******.***

Professional Summary:

Skilled Customer Care Specialist with 6 years plus of experience. I'm committed to addressing customer

concerns with speed, accuracy and professionalism. Looking for a position as a Customer Care Specialist

to utilize my skills proficiency in a renowned organization.

Summary of Qualifications:

•An unwavering commitment to customer service, with the ability to build productive relationships,

resolve complex issues and win customer loyalty.

•Ability to multi-task, including call handling, loan level review and call documentation within required

metrics.

•Displays intermediate computer skills-Windows, Microsoft Office, Excel, Word, PowerPoint, Lotus,

Softphone, Outlook.

•Strong ability to relay accurate and detailed information to various parties via inbound and outbound

telephone calls.

•Ability to type 45 wpm.

•Possess excellent interpersonal skills and has the ability to provide exceptional customer satisfaction.

Professional Experience:

Customer Care Specialist

October 2012 to Current

SunTrust

Duluth, GA

•Disburse insurance premiums for the homeowners’ mortgages from their escrow, either overnight or

regular mail

•Update insurance information with agents in a timely manner

•Provide front line, direct contact with clients and customers. This is principally done through receiving

or placing telephone calls, however mail express delivery, fax and other electronics methods; email are

also possible means of communication

•Uses computerized system for tracking, information gathering and/or trouble shooting the items raised

by the client/customer

•Recognizes consistent problem areas and reports to higher level for action

•Follow standard procedures and policies with more senior levels using greater latitude and judgment in

responding to customers

Apple Technical Support Advisor

February 2011 to October 2012

Career Connections Inc.

Norcross, GA

•Demonstrated effective soft skills, active listening, and ability to empathize with the customers situation

•Provided technical customer support to clients via phone, email, or web channels

•Resolved issues pertaining to the iPhone, iPad and iPod and iOs Software

•Provide prompt, reliable, and accurate information to customers while adjusting to the pace of caller

•Demonstrated ability to identify solutions based on established process and procedures

Delinquency Control Counselor

November 2006 to February 2011

Navy Federal Credit Union

Vienna, VA

• Demonstrated great customer service skills to ensure the members were satisfied

• Analyzed and controlled delinquency on outstanding loans by providing financial counseling to

delinquent members and co-signers regarding their financial accounts

• Determined the reason(s) for delinquency, established equitable repayment terms, and negotiated

permanent corrective arrangements

• Negotiated skillfully to secure payments on accounts receivables on all levels of delinquency

• Maintained knowledge of the various payment options available i.e., remittances, recurring deposits,

Western Union Quick Collect, Speedway, and ACH debits, and recommends action based on each

member's situation Educational Background

Associate of Applied Science: Accounting Technology, 30/64

Gwinnett Technical College

Lawrenceville, GA

Awards and Recognition:

Navy Federal Credit Union Employee of the Month, May & June 2010

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