SHERRI WALKER

**** ****** ** *** *, Hamburg, NY, 14075, US • 716-***-**** • advm7y@r.postjobfree.com

Relying on 25+ years of experience in providing outstanding customer service. Data entry

Client-focused

Customer needs assessment

Complaint resolution

CRM Systems

Quick learner

Credit card processing

Money handling abilities

Multi-line phone talent

Computer literate

Conflict and dispute resolution

Customer service

Technical support

Microsoft Office

GED - 1995

Bennett High School - Buffalo, NY

Customer Service Representative Agent - October, 2021 to Present Willis Towers Watson (Aston Carter agency) - Buffalo, NY While working remotely from my home I would answer inbound calls and assist current and new incoming participants with their Cobra Health coverage.

Assisted [Number] customers by answering questions, responding to inquiries, and handling phone requests in an average of 10 minutes. Entered customer interaction details into [Software] to track requests, document problems, and record solutions offered. Provided customers with advice and assistance, paying special attention to their specific needs or desires. Customer Service Representative - January, 2021 to August, 2021 Maximus Inc (Aston Carter agency) - Amherst, NY

While working remotely I would answer inbound calls and assist residents of New York state in setting up their COVID 19 vaccine appointment. Answered customer calls promptly to avoid long wait times on hold. Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns. Complete and accurate work and keep customer files up to date. Customer Service Representative - September, 2020 to January, 2021 OneTouch Direct - Orchard Park, NY

While working remotely I would answer inbound chats from new and existing customers of T-Mobile and assist with setting up new service and adjusting existing service.

Collaborated with management to come up with proactive customer service solutions and put them into action. Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me. Have excellent listening skills, including the ability to recognize the problem, show empathy and concern for the person's situation, analyze the root cause, and ensure a resolution.

Increased sales by cultivating customer loyalty, encouraging repeat business, and promoting repeat customers. Professional Summary

Skills

Education

Work History

Technical Support - September, 2015 to June, 2018

Spectrum - Cheektowaga, NY

Carried out first-level core troubleshooting on software system issues and provided precise technical solutions. Quickly build positive working relationships with customers and other professionals, such as software developers. I'm in charge of creating new user accounts and profiles, as well as dealing with password issues. Assessed the situation on the spot.

Use monitoring systems to keep track of the backbone network and core servers. I'm responsible for issue tracking and reporting, as well as close collaboration with internal and external teams. Kept up-to-date customer records in professionally formatted documents. Handled critical issues by referring user issues to senior analysts, specialists, supervisors, or other support groups when additional assistance was required.