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Customer Service Manager

Houston, TX
May 21, 2020

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Sharron Johnson


**+ years as a customer service professional, providing great attention to detail when entering customer information into various CRM’s such as Oracle, Synapse I &II, Nice, and PeopleSoft.

Displays strong managerial skills with a focus on issue resolution and managing escalated calls.

Local candidate able to interview with a 24-hour notice and start with a 2-week notice.


Microsoft Office Suite


Synapse I & II





Customer Service

Issue resolution

Attention to detail

Defined Pension Benefits

Defined Contribution Benefits

Retirement Manager

Project Management

Business process improvement

Problem-solving skills

Operations Management


Team building

Client relationship management

Quality & performance management

Project / Strategic Planning

Training, Development, Mentoring


Interpersonal skills


Written and verbal communication

Data entry and verification

Professional Experience:

AON August 2019 – December 2019

Customer Service Representative (Contract)

Processed 100+ inbound calls daily regarding distribution of clients’ pension plans.

Drafted correspondence to clients on status of their pensions and informing them of any missing documentation.

Leveraged DBCalc and Microsoft Office to enter information with attention to detail.

Performed clerical duties as needed.

Alight July 2018 – June 2019

Customer Service Manager

Processed 25+ calls daily with a focus on escalated calls from subordinates.

Utilized Synapse I & II, Nice, PeopleSoft, and other CRMs to perform data entry and verification of customer insurance plans and cases.

Managed a team of 5 client advocates who assist in resolving member claims issues with billing, coordination of care, and complex issues with plans or providers.

Managed workflow, providing feedback on performance by reviewing recorded calls and ensuring work was completed in a timely manner.

Assigned special projects as needed.

Mid-South Synergy July 2017 – April 2018


Managed complex and escalated issues for members and clients.

Managed a team of 5-member service representatives.

Approved and denied refunds and reinstatement of member accounts.

Hired, managed, and developed new employees and proactively monitored individual and team performance by providing frequent, ongoing feedback and coaching.

Provided information on products and services that company provides.

Maintained current knowledge of energy services and packages.

Benefit Transact Solutions January 2016 – June 2017

Customer Service Team Lead

Processed 25+ calls daily with a focus on escalated calls from subordinates.

Performed data entry and verification of customer addresses and refund premiums.

Managed a team of 9 customer service representatives, providing exceptional customer service.

Managed escalated calls for members and clients.

Managed employee performance reviews and discipline for team are conducted

Approved or denied refunds and reinstatement of member accounts.

Assisted with presenting company attributes to new and existing clients.

Created new training materials for new team members and worked closely with Agent Administration group to ensure agents are on-boarded and getting customer service support needed.

Mercer April 2015 – January 2016

Team Lead

Processed 25+ calls daily with a focus on escalated calls from subordinates.

Utilized Nice software to log calls, interpret and analyze data, and enter benefits information.

Managed a team of 25 participant service professionals.

Assisted with escalations from participants in reference to their open enrollments.

Maintained current knowledge of HIPPA, COBRA, Medicare and other medical plans.

Managed interpretation of plan documents to ensure participants and plan sponsors were receiving correct information.

The Variable Annuity Life Insurance Company (VALIC) December 1998 – March 2015

Operations Manager (2008-2015)

Processed 25+ calls daily with a focus on escalated calls from subordinates.

Utilized VCAT, SAP, AWD, and Lotus Notes to perform data entry and verification of customer information, such as the transfer of value (money from one fund to another).

Successfully developed and maintained close, positive client relationships with key accounts through proactive communication, situational analysis, alternative generation, and information

Managed a team of up to 15 professionals focused on customer service and complex issue resolution.

Researched, analyzed, and resolved both simple and complex employee and customer issues on a daily basis.

Interacted with up to 50 internal and external clients daily.

Served as a specialty manager for the retirement manager system, ensuring agents were given proper authority and access to the system.

Trained agents to effectively support and assist retirement manager clients which resulted in a 5% improvement in the abandonment rate.

Supported employee career growth, progression, and professional development through individual counseling, mentoring, continuous training, development and information-sharing.

Groomed 12 employees who were successfully promoted into roles of greater scope and responsibility.

Ranked in the top percentile among peers; team ranked 96% in quality, 101% in signed in percentage, and 97% in compliance.

Served as subject matter expert on plans for internal as well as external clients.

Education and Accolades:

Master of Business Administration, Business Administration/ General Management, Letourneau University

Bachelor of Business Management, Letourneau University

Series 6 and Series 63 Financial Industry Regulatory Authority (Finra)

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