Customer Service Administrative Support

Sharon McNeil-Hamer

**** ******* *****, **** ****, NC 28227

Phone: 704-***-**** Email: *********@*****.*** LinkedIn: linkedin.com/in/sharonhamer

Professional Summary

Accomplished professional with over 15 years of experience in customer service, event coordination, and administrative support within the distributing and manufacturing industries. Proven track record of enhancing customer satisfaction and operational efficiency. Adept at multitasking in fast-paced environments with exceptional communication and organizational skills. Strong ability to lead teams, manage complex projects, and deliver high-quality results. Known for exceptional customer service and efficient coordination of front desk operations and events. Friendly and welcoming, consistently interacting positively with team members and customers.

Core Competencies

●Customer Service Management

●Event Planning and Coordination

●Administrative Support

●Cross-Cultural Communication

●Problem Solving and Analytical Skills

●Team Collaboration and Leadership

●CRM and Order Processing Systems

●Microsoft Outlook and Teams Proficiency

Professional Experience

Aalberts Integrated Piping Systems Charlotte, NC

Customer Service/Events Coordinator

June 2012 – Present

●Customer Satisfaction: Achieved an average customer satisfaction rate of 95% through effective customer service and issue resolution, consistently receiving positive feedback from clients.

●Customer Interaction: Served as the primary contact for customer inquiries, providing prompt and professional assistance via phone, email, and chat. Addressed customer concerns, resolved issues, and escalated complex cases as needed.

●CRM Management: Managed customer interactions and transactions using CRM systems, maintaining detailed records and ensuring data accuracy.

●Event Coordination: Organized and coordinated over 50 company events, including trade shows, conferences, and corporate meetings, ensuring smooth execution and participant satisfaction.

●Travel Management: Efficiently managed travel logistics using Concur and Teams platforms, ensuring hassle-free arrangements for team members.

●Product Knowledge: Utilized extensive product knowledge to answer questions and provide guidance on offerings, enhancing customer understanding and satisfaction.

●Team Collaboration: Collaborated with cross-functional teams to improve service delivery and operational efficiency.

Apollo Valves Matthews, NC

International/Domestic Customer Service Representative

April 2007 – June 2012

●Customer Satisfaction: Maintained a 92% overall customer satisfaction rate and an 87% rate for international customers, reflecting strong performance in a diverse and global market.

●Timely Resolution: Ensured timely resolution of inquiries from diverse cultural backgrounds, demonstrating adaptability and cross-cultural sensitivity.

●Global Markets: Managed customer relationships across key markets, including the US, UK, Canada, Australia, and Germany, highlighting the company's global impact.

●Problem Solving: Demonstrated problem-solving abilities and proficiency in managing multiple information sources simultaneously, ensuring efficient and accurate service.

●Communication: Effectively communicated with customers to provide product and service information, resolve issues, and enhance customer experience.

●Training and Mentorship: Mentored new hires, providing training and support to ensure they meet company standards and customer expectations.

Education

Queensborough Community College

Associate of Science in Business Administration

Flushing High School

High School Diploma

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