Sharon Faith Graves

**** ********** ***** . ********, ** 23294

804-***-**** . acpu05@r.postjobfree.com

Summary

A professional Customer Service Specialist with expertise in a variety of

roles in various industries. Specialty skills include organizational

skills, being detail oriented, having a commitment to following through on

deliverables, strong communications skills, self-motivations, and being a

team player as well as an individual contributor. A reputation for

exceeding expectations by consistently delivering results with the highest

quality and efficiency.

- Customer Experience - Problem Resolution - Escalations

- Multitasking - Training / Mentoring - Regulatory Adherence

Professional Experience

For Eyes Optical Richmond, Virginia 2013 - 2014

Licensed Optician

Responsible for enhancing the customer service experience for national

optical chain.

Interviewed and uncovered clues from customers and recommended

prescription eyewear based on customers' lifestyles.

Educated patients regarding quality and composition of lenses while

assisting others in making the best optical choices.

Troubleshot and corrected problematic situations resulting in providing

outstanding customer experiences.

Informed patients about HIPAA and their rights under the law to guarantee

that the company is adhering to federally mandated guidelines.

Explained insurance plans and filed benefits claims to optimize clear

communications between the company and the customers.

Followed up with customers, vendors, and management members using a

variety of interpersonal communication channels including face to face,

over the phone and electronic mail.

Sam's Club Richmond, Virginia

2011 - 2013

Licensed Optician

Responsible for managing all aspects of the optical department for a major

US retailer.

Assisted with selection of eyewear and recommended lens choices to suit

customer's needs.

Educated customers about optical products resulting in selection of

quality products.

Individually increased sales by over 75% resulting in a 200% sales

increase for the optical department in 2012.

Drove client base and maintained loyal clientele with winning service

attitude.

Communicated directly with management regarding insurance claims,

inventory, and customer-impacting issues.

Known by peers as a team player and hard working individual contributor.

Recognized by management for having the ability to quickly provide

solutions to problems using data and creative thinking.

Developed a reputation with internal personnel and external customers as a

true Subject Matter Expert (SME).

Advised others regarding the execution of their jobs within company and

regulatory guidelines.

804-***-**** Sharon Faith Graves Page 2

Couture Eyewear Richmond, Virginia 2008 - 2011

Licensed Optician

Responsible for performing all customer-facing activities in an upscale

eyewear retailer.

Managed all aspects of the procedure for processing prescription eyewear

orders for high-end, custom eyewear.

Dispensed, adjusted, and repaired eyeglasses resulting in an increase in

customer satisfaction while also minimizing customer complaints.

Assisted customers with eyewear selection to ensure "the best choice the

first time" and thereby reducing customer returns on merchandise.

Answered telephone inquiries for a variety of topics including sales,

customer service and general store / company information.

Verizon Communications Richmond, Virginia 1996 - 2009

Customer Service Consultant

Responsible for performing a variety of customer service related tasks to

optimize all aspects of the customer service experience.

Received incoming calls from a diverse customer base subscribing to

residential telephone, television, and internet services.

Handled complicated requests, escalations, adjustments, billing issues,

and complaints while educating customers about Verizon services and

providing sales solutions.

Educated customers regarding billing charges including Federal and State

taxes.

Coached new employees and created training documents.

Followed up on customers' issues by providing customers with a resolution.

Professional Training

"Dealing with Difficult Customers"

"Uncovering Clues" (Verizon Sales Training)

"Thinking Outside of the Box" (Bell Atlantic Customer Service Training)

Emergency Communications Training

Community

Sunday School Teacher (Middle School grades)

Episcopal Youth Council Leader (High School grades)

Literacy Tutor (Department of Correctional Education)

English As A Second Language Tutor

Education and Certifications

Virginia Commonwealth University Richmond, Virginia

Bachelor of Science - Criminal Justice

Graduated with Honors

J. Sargeant Reynolds Community College Richmond, Virginia

Associate of Applied Science - Optical Science

Graduated with Honors

Optician's License

State of Virginia

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