SHARON COOK

904-***-**** ad06i4@r.postjobfree.com Jacksonville, FL 32250 https://www.linkedin.com/in/sharon-cook TREASURY SALES CLIENT SOLUTIONS CALL CENTER

BANKING FINANCE BENEFITS HOME SECURITY

Results-driven professional with over 10 years of experience successfully managing customer service call center operations in home security, care management, and banking/financial services industries. Strong work ethic and passion to create a positive client experience. Leader and respected team player with big- picture perspective.

• Keenly adept at establishing easy rapport with people from a variety of backgrounds, capitalizing on strong interpersonal skills to build confidence and trust.

• Able to respond effectively to issues and problems, relying on quick-on-my feet thinking to assess situations, identify possible solutions, and make sound, on-the-spot decisions.

• Consistently drive for excellence in customer service. Strong communication, curiosity, active listening, problem solving, and relationship building.

• Persuasive in promoting features and benefits of company programs and benefits; building long- term, productive relationships.

CORE SKILLS

Customer Management Call Center Operations Customer Service Needs Identification Conflict Resolution Trust Building Business Operations Active Listening Data Analytics & Metrics Strong Interpersonal Communications Empathic Persuasive PROFESSIONAL EXPERIENCE

Apex Systems Jacksonville, FL Apr 2022-Feb 2023

Treasury Fulfillment – Global Operations

Contracted position for Bank of America Treasury Department, supporting sales organization by setting up accounts and banking products for high net-worth business. Publix Super Market Jacksonville, FL Oct 2021-Present Cashier/Customer Service

Part-time position greeting and assisting customers and processing various forms of payments. Service- oriented team member with articulate communication skills and friendly demeanor, cementing patron relationships.

Aetna Jacksonville, FL Dec 2018–Jul 2021

Community Care Advocate – Engagement Hub

Served as first point of contact for Aetna members qualifying for and needing Care Management services. Provided unique blend of health care navigator, coach, care coordinator, and customer support representative.

• Handled inbound and outbound calls; gathered required information to appropriately assess member’s situation; provided members with resources and assistance needed to support them throughout their health journey.

• Described benefits of Care Management and ensured enrollment in appropriate program.

• Managed difficult or emotional member situations. Responded promptly and demonstrated empathy and sense of urgency.

• Met daily metrics with speed and accuracy; focused on quality of service. Enrollment Specialist Florida Blue Jacksonville, FL Aug 2018–Dec 2018 Office Support Robert Half Jacksonville, FL Feb 2018–Aug 2018 Worked transitional temporary positions after job elimination from ADT. Obtained 2-40 Insurance Agent License.

ADT Security Services, Jacksonville, FL Jul 2013–Jan 2018 Team Manager – Billing Department

Provided day-to-day leadership for call center staff that assisted small businesses and residential customers in an inbound, billing call center environment. Managed up to 36 direct reports.

• Partnered with HR and other internal departments to schedule, screen, and interview candidates.

• Provided ongoing coaching, mentoring, and performance feedback to team members.

• Provided team members with monthly, quantitative feedback on attendance, quality call audits, and analysis of individual productivity levels against company goals.

• Processed staff payroll, handled benefit policy questions, disability and FMLA administration, and ensured compliance with all HR programs.

Wells Fargo (formerly First Union) Jacksonville, FL Jan 1995–Oct 2012 Team Leader Customer Service Supervisor

Led team of 25+ Customer Service Representatives in Florida and Georgia that assisted bank associates with business policy, operations procedure, and computer-system navigation. Consistently exceeded customer service, quality, and sales performance goals.

• Oversaw call center systems, performed team member quality audits, and reported monthly on overall call center performance.

• Served as second shift manager for five East Coast Call Centers. Ensured appropriate levels of staffing; oversaw software updates and testing; and resolved computer, telecommunications, vault, and security issues within the branch network.

PRIOR EXPERIENCE

Team Leader American Express Greensboro, NC & Jacksonville, FL EDUCATION MEMBERSHIPS

Bachelor of Science (B.S.) in Business & Economics High Point University High Point, NC

• Volunteer with Jacksonville Beach Police Department Citizen Police Academy 2020- present

• PEO establishes colleges scholarships for women of all ages and backgrounds with an emphasis on those who have had their colleges studies interrupted and want to return to school to attain their degree.

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