Sharon Billinger

Customer Service Representative

Lewisville,TX 75067

919-***-**** - ad2t7x@r.postjobfree.com

Professional Summary

To obtain a position that will offer the opportunity to utilize my Knowledge and services customers by planning and implementing in a call center with Superior organizational, oral and written communication skills in a strategies and operations Proficient user of Microsoft Excel,, SharePoint, PowerPoint, Word, Outlook as well as the ability to manipulate information in existing data bases using software such as Access and improving systems and process, Office administration data entry, customer service, tactful, discrete and articulate in sales to perform the required job duties with the chance to gain experience, further knowledge and advancement. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service Representative. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Skills

Logistics

3PL

Dependable

High Energy

Skilled Customer Service Center Supervisor

Highly motivated with experience in multitasking

Employment

Administrative

Courteous with Strong Service Mindset

Upselling Products and Services

Issue and Complaint Resolution

Customer Data Confidentiality

Customer Retention Strategies

Data Entry and Maintenance

Building Customer Trust and Loyalty

Understanding Customer Needs

Upbeat and Positive Personality

Efficient and Detail-Oriented

Calm and Professional Under Pressure

Responding to Difficult Customers

Correcting Discrepancies

Credit Card Payment Processing

Customer Inquiry Response

Inbound and Outbound Calling

Answering Customer Questions

Customer Service and Assistance

Call Transfers

Auto Dialers

Critical Thinking

Skilled in Microsoft Office

Answering Emails

Establishing and Maintaining Customer Relationships

Directing Calls

Work History

10/2022 to present Fraud Dispute

U.S. Bank -Remote

Process and respond to U.S. Bank customer fraud inquiries utilizing multiple systems to provide information on accounts while filing fraud disputes answering every call with empathy, understanding, professionalism and accuracy towards a resolution.

05/2022 to 10/22

Customer Service Representative

North Carolina Vital Records – Raleigh, North Carolina

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Answered constant flow of customer calls with minimal wait times.

Offered advice and assistance to customers, paying attention to special needs or wants.

11/2018 to 05/2022

Customer Service Representative

DIVISION OF UNEMPLOYMENT – Raleigh, North Carolina

Utilize appropriate systems guides, interview techniques, and established protocol to obtain necessary information, determine claim type and program code, and complete 2 claims process so that “first pay” and timeliness goals are met, and claimants receive entitled benefits

Extensively use automated systems to review, enter, update and report claim information, which is used for reporting, case management, quality control, adjudication, and tracking purposes

Follow established protocol to take statements, key information from claimants and employers, and prepare and process documents, which are used to adjudicate claims and make accurate determinations

Follow up with claimants and employers through phone calls or e-mail to obtain necessary information to process claims timely and efficiently

Complete training to address various claim types and understand business functions

Provide supplemental support to the Agency's Emergency Response Line during emergencies, participate in test case scenarios, and answer overflow volume from local

Offices as assigned.

Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.

Understood each target customer's business model, mapped out organization and identified unique technology needs.

Researched relevant resources to assist members, identified member representation needs, and troubleshot next steps to provide optimal support for member.

Identified prospect needs and developed appropriate responses along with information on suitable products and services. Scanning Documents,

Faxing, Mailing Documents to customers, basic administrative duties.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Answered constant flow of customer calls with minimal wait times.

Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services, and company information.

Provided primary customer support to internal and external customers.

Mail Documents, Faxing, Scanning

04/2021 to 05/2022

Trainer Coordinator

Amazon – Durham, North Carolina

I take a pallet jack and move pallets from one location to another

I also wrap down pallets

Take packages that are damage, and I problem solve them

Take from ruin package and put in a clean and dry package

I also help train new Amazonians that comes into the company, train how to do the jobs

We also we run a line that is called Lanier, and we take the packages and scan to the appropriate pallet

Learning Ambassador, trainer, Leadership.

Evaluated and revised lesson plans and course content to achieve student-centered learning.

Applied various teaching aids to minimize learning gaps and instruct and motivate students.

Emphasized safe working and classroom conditions and practices.

Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.

Used learning assessments to regularly monitor student understanding of class concepts and materials.

07/2018 to 06/2019

Customer Service Representative

City National Bank – Raleigh, NC

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Answered constant flow of customer calls with minimal wait times.

Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services, and company information.

Recommended products to customers, thoroughly explaining details.

07/2016 to 01/2018

BBT Bank

Responsible for building long-term relationships with clients in-person and by phone

Work to understand client's financial needs and consultatively address by making appropriate product recommendations or referring the client to a financial partner

Manage relationships within the branch and deliver superior quality service in-person or by phone such that client needs are met on a consistent, positive basis

Support all daily operations of the branch, including timely and efficient completion of client transactions while maintaining accurate records and thorough proper handling of all monies assigned

Note:

Branch Banker levels III and IV will be differentiated primarily based upon experience and branch segmentation, branches with higher segmentation score will generally require a higher need to multi-task and deal with more complex servicing issues

In addition, Branch

Bankers III and IV are responsible for the origination of loans

Responsible for incoming calls for routine and complex inquiries regarding products, procedures, systems, or policies for new and existing clients

Committed to utilize all available tools and resources to maintain client satisfaction, track all unresolved issues accurately, to ensure timely follow up and resolution

Service Representatives act as client advocates to track client complaints and feedback regarding BB&T, our teammates, products, and vendors.

Saved $1000 by implementing cost-saving initiatives that addressed long-standing problems

09/2015 to 07/2016

Tracking and Tracing Clerk - (Buyer)

Ally Financial

Handle accounts with speed and accuracy while maintaining professionalism

Complete phone calls to meet required performance standards and metrics

Confirm and/or negotiate payment arrangements, research any discrepancies

Maintain established objective for delinquency, repossessions, and net losses, stay informed of changes in policies and procedures

Respond to customers inquires via telephone, Shaw workflows, within established time frame

Evaluate accounts to find a win/win solution to avoid repossession loss

Document all accounts accurately, clearly, and concisely noting reason for hardship and potential repossession loss

Adhere to all state and federal laws in the handling of accounts.,

Called truck drivers and found out their Pickup and Delivery times

Input data into systems to ensure drivers were paid for their times

Built rapport

Booked loads for carriers

Gave rates

Checked status of the deliveries

Read SOP, 3PL, LTL/Truckload, NMFC, Volume Shipment, Trade Show Shipment,

Cross-Border Shipment, Hazmat certified, Contract Manager, Classist

Spot Quotas

02/2015 to 04/2015

Appraiser

Aerotek, Bank of America

Manual Assign/Reassign, to orders

Order updates

Status updates

Kronos Software

Answering calls of appraisers

Communication between Customer and Appraiser

Placing orders on Hold

Cancellation of Orders

Produced reports with detailed valuations

Documented condition and special features to provide accurate estimations

Answered customer questions and provided information about findings

Examined client financial records to inform on possible plans for total-loss vehicles or large repairs

Education

05/2016

Certificate Medical Office Specialist: Health Information Specialist

Asher Community College - Dallas Texas

08/1998

Associates Degree

Cooper Career Institute - Virginia Beach VA

Willing to relocate, anywhere Authorized to work in the US for any employer.

Additional Information

Willing to relocate, anywhere Authorized to work in the US for any employer.

Contact this candidate