Customer Service Representative

Sherry Parker

Customer Care Specialist

940-***-**** • ******.*******@*******.*** • Denton, TX

Customer Care Specialist

Professional high touch customer service representative with over 20 years experience working in a call center environment providing technical support, billing, and some up-selling. Currently works remotely from a dedicated home office in Texas.

EXPERIENCE

Virtual Safety Agent October 2020-Present

SP0N, LLC, New York City, NY

Administered and provided Technical Support for the Citizen mobile safety application for business partners and customers. Assisted first responders during emergency calls. Expanded our Excel spreadsheet of external Resources and Assistance for all Agents to provide to our customers.

Increased Citizen application exposure to customers and partners by 30%.

Provided Chat support and Live video call support to customers and clients.

Taught customers how to use the Citizen application effectively.

Assisted the Engineering department with new implementations and ideas for adding valuable tools and menus into the Citizen application.

Increased community involvement when locating Missing Persons and Missing Pets.

Collaborated with my peers in keeping people safe and saving lives.

Acquired the same skills and certification as a 911 Dispatch Operator.

Customer Liaison Specialist September 2019-July 2020

Slingshot, Provo, UT

Performed dispatching and scheduling professional technicians to perform service and treatments of Aptive customer’s residences for the extermination of pests and pest control.

Scheduling and Rescheduling Service appointments within Aptive’s legacy system.

Educated new hires during calls on technical issues and how to use Aptive systems.

Customer Service Representative May 2019 -August 2019

Walgreens, Phoenix, AZ

Executed a new system for Walgreens in the Save a Trip Refills program. Performed outbound calls to help patients sign up for the program and walked elderly patients through the process.

Assisting patients with refills and solved issues with the timing of their refills.

Generated feedback from patients regarding the program and shared that feedback with management.

SKILLS & SOFTWARE

MS Office Suite

Google Suite

Salesforce

Remedy and Heat (Call tracking software)

Respond to high call volume of 100 calls or more per 8 hour shift.

Active listening skills and building rapport.

Data Entry

Typing 60-65 WPM

10-Key by touch: 10,000kph

Social Media Scheduling Tools: Google Calendar

Remote Communication Tools: Slack, Zoom, Dropbox, MS Teams, Google hangouts, Skype

Self-motivated and dependable in a remote working environment

EDUCATION

Collin County Community College AA Graphics Design 2006

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