Customer Service Account Management

SHARON FIELDS

**** ******* ***** **, *******, GA 30101

404-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Dedicated and experienced Customer Service Professional with over 10 years of expertise in providing exceptional remote support. Adept at handling customer inquiries, resolving issues efficiently, and maintaining high levels of customer satisfaction. Skilled in consultative sales, account management, and documentation processing. Proven ability to work independently in virtual environments while delivering top-tier customer experiences.

CORE SKILLS & COMPETENCIES

●Remote Customer Support & Engagement

●Problem Resolution & Conflict Management

●CRM & Chat Support Platforms

●Account Management & Billing Assistance

●Documentation & Data Entry

●Consultative Sales & Upselling

●Transaction Processing & Payment Handling

●Multi-Channel Communication (Phone, Email, Chat)

●Time Management & Productivity in Remote Settings

●Complaint Resolution & Customer Retention

PROFESSIONAL EXPERIENCE

Customer Care Advocate Floor and Decor Acworth, GA Jan 2020 – Present

●Provide remote customer service via chat, phone, and email to assist with product inquiries, order tracking, and issue resolution.

●Maximize customer satisfaction by anticipating needs and delivering expert solutions.

●Process refunds, exchanges, and billing adjustments to ensure seamless transactions.

●Maintain detailed records of customer interactions to support accurate reporting.

Senior Customer Service Representative OSCIS Kennesaw, GA Feb 2019 – Jun 2019

●Managed customer accounts and provided support for banks and car companies regarding insurance policies.

●Developed effective relationships with financial institutions to streamline customer service operations.

●Handled clerical support tasks related to account updates and documentation.

Licensed Mortgage Loan Originator First Bank Marietta, GA Aug 2017 – Aug 2018

●Assisted clients remotely throughout the mortgage application process, providing guidance and answering inquiries.

●Educated first-time homebuyers on mortgage options, documentation, and closing processes.

●Maintained accurate records of loan progress and proactively addressed potential closing issues.

Reverse Mortgage Loan Officer American Advisors Group Kennesaw, GA Jun 2015 – Jul 2017

●Consulted with customers on reverse mortgage options and provided tailored solutions.

●Ensured accurate application processing and compliance with loan approval guidelines.

●Supported clients in obtaining necessary documents and resolving application issues.

Senior Collections Representative Bank of America Kennesaw, GA Feb 2008 – Aug 2014

●Provided remote support to customers for past-due accounts, offering solutions to resolve outstanding balances.

●Ensured compliance with federal and state regulations regarding debt collection practices.

●Negotiated payment arrangements and discounts to improve customer retention and account recovery.

EDUCATION & CERTIFICATIONS

●Associate Degree in Business Management – Everest University Online (2014)

●Customer Service & Communication Training

●CRM & Remote Support Software Proficiency

This version of your resume highlights your extensive experience in remote customer service, emphasizing relevant skills and past roles. Let me know if you'd like any refinements!

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