Support Representative Agent

Sherika C. Williams

**** ************ ****, *******, ** 38115

Cell: 901-***-****

********@*****.***

A driven and results oriented customer support agent with more than a decade of exceptional service. Highly

interested in working in any industry that focuses on helping clients to have a more exceptional and useful customer service experience.

Education

May 2015-August 2018

Liberty University Lynchburg, VA

Candidate for Masters in Professional Counseling

August 2000 - December 2007

University of Memphis Memphis, TN

Graduated with Bachelor of Arts in Criminal Justice 3.0 GPA

May 1999

Middle College High School Memphis, TN

Ranked in top 10 High School Graduate 3.8 GPA

Experience

June 2020-August 2022

All Tennessee Caregivers

Home Healthcare Aide (Part Time)

Employment consisted of visiting several clients weekly to help perform a range of duties. These included Light Housekeeping, preparing meals, medication reminders, companionship, and helping with personal hygiene.

October 2018- May 2019

Internal Revenue Service (IRS)

Accounts Management Contact Representative (Full

Time)

Provides administrative and technical assistance to individuals and businesses primarily over the phone and/or in person.

July 2017- October 2018

Connexion Point

Licensed Benefits Advisor (Full Time)

E!ciently and e"ectively sell health insurance plans. Successfully complete all licensing requirements. Ability to quickly learn and follow policies and procedures. Guide Medicare consumers through the health insurance policy selection and application process. Comply with Federal CMS and State legal requirements and standards. Provide an excellent customer support experience for all callers.

August 2016- September 2017

At Home Health Care

Scheduling Coordinator (Full time, on call)

Creates and maintains sta" schedules. Provides sta!ng for sick leave, vacation, long term leave. Schedules client appointments/visits according to care plans and sta" availability. Enters scheduling data, creates schedules. Contacts care providers and clients regarding day-to-day changes. Enters sta" and client information into database. Maintains call – in and retention report. Completed payroll. Performs general o!ce duties including but not limited to word processing, photocopies, files, shreds, sort/distributes mail, provides reception and telephone services. Hired employees, performed orientation, and background screens. Retained clients and employees. Resolved any issues with aides or clients. Provided an extraordinary client experience through highly developed customer service skills.

June 2012-January 2016

AT&T

Technical Support Representative (Full time)

Provide technical and network problem resolution to

(customers), Perform question diagnosis while guiding users through step-by-step solutions; Assists customer in resolving username and password problems; Verify proper hardware and software setup; Assists with navigating around device menus and troubleshooting email issues; Support is provided by clearly communicating technical solutions in a user-friendly and professional manner. Provide support while accurately typing 40 + wpm.

Has consistently been recognized for adhering to

company established call metrics.

December 2009-February 2012

Randstad at Maximus

Caseworker (Full Time)

Accessed state system for Tennessee child support as caseworker to monitor and enforce unpaid child support obligations; Maintained a caseload of approximately 300 clients; Assessed cases for required actions; Filed legal pleadings, orders, contempts and income assignments and other legal documents to courts, employers, and clients; Conducted face to face and telephone interviews with case parties; Provided other enforcement remedies special to each client. Ensure e"ective and timely client support. Other skills used: 40 wpm typing speed.

Awarded for improving caseload payments on child

support orders. Recognized by clients for being

empathetic, resourceful, and a motivational support agent.

References Available upon request

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