SHARON W. SMITH-BAILEY Phone
PROFESSIONAL SUMMARY Dedicated Customer Representative with 15+ years of experience in Business Customer Service Organization. The ability to achieve high customer satisfaction while improving upon an effortless Customer experience which results in an extraordinary interaction. A respected leader who has a proven track record working on various teams under the Customer Service umbrella. A key player who is driven to exceed all personal and company goals while possessing proficient problem solving abilities. SKILLS Report analysis Accurate and detailed Microsoft Word, Excel, Work well under pressure Dedicated team player Flexible Professional and mature Maintains confidentiality Drive continuous improvement Partnering with cross-functional groups Organizational Skill Time Management Skills
AT&T National Business Representative Dedicated Care 111 –Paramus, NJ 11/2005 - 02/24/2020
Exceed company objectives by Meeting and Exceeding all team metrics and company goals. Implement team skill transfers to increase employee loyalty and reduce turnover. Current knowledge of Methods and Processes in MY CSP, processes in Telegence, Phoenix, Soe, & Leap Pro Portal. Responsible for responding to customer concerns by successfully handling escalation.
Met all customer call guidelines including service levels, handle time and productivity. Devised and published metrics to measure the organization's success in delivering world class customer service.
Managed workflow to exceed quality service goals. Resolved associate, tool and service delivery issues revealed by statistical reports. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Maintained up-to-date knowledge of product and service changes. Investigated and resolved customer inquiries and complaints in an empathetic manner. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Offered constructive feedback and contributed ideas at weekly staff meetings. Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations. Coached and mentored staff to ensure smooth adoption of new programs. National Business Customer Service Select II
AT&T – Improve call center functionality and service capacity by resolving customer complaints efficiently and quickly. Manage workflow to exceed quality service goals. Assume ownership over team productivity and managed workflow to meet or exceed quality service goals. Develop highly empathetic client relationships and earn a reputation for exceeding service standard goals.
Ask open-ended questions to assess customer needs. Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Met or exceeded service and quality standards every review period. Address and resolve customer product complaints empathetically and professionally. Accurately document, researched and resolve customer service issues.
Customer Service Representative
Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Education Rutgers University – New