Customer Service Support Specialist

Sherrita Mathis-Drake

Cleveland, OH ***** ************@*****.*** / 216-***-****

Professional Summary

Highly motivated and adaptable professional with 10+ years of experience in customer service. Skilled in providing excellent customer support, resolving inquiries, and ensuring customer satisfaction. Adept at multitasking, problem-solving, and maintaining a high level of organization in fast-paced environments. Committed to fostering positive relationships with customers and colleagues, while ensuring smooth and efficient day to day operations.

Work Experience

Warehouse Support Specialist

Amazon -North Randall, OH

December 2023 to February 2025

Maintain inventory accuracy and ensure quality of goods. Work collaboratively with team members to meet daily targets. Adhere to safety standards in all warehouse operations.

Customer Support Specialist

Global Response-Florida

June 2021 to May 2023

Responded to all customer contact or inquiries with professional courtesy on the same day as received. Provide telephone support to resolve installation and product performance issues.

Determined whether a customer inquiry should be handled by the technical support group, customer service group per company guidelines, or if assistance is needed from engineering, installation, or sales team. Refer calls accordingly. Keep customers updated of status of the issue.

Followed up and track the progress of each call until it is resolved, even if the issue has been referred to another team member or department.

Ensured that all required and pertinent information to investigate the issue is acquired from the customer during the initial contact.

Thoroughly investigated each claim per established procedure to determine its validity is correct. Enlist assistance and expertise from other team members and/or departments as needed.

Recorded all information regarding the customer and the issue in our CRM. This includes discussions with customer, attempted contacts of customer, all internal discussions regarding the issue, and final resolution.

Horizon Temporary Agency

Various Contract Positions

July 2020 – June 2021

EVS Housekeeping

Southwest General Hospital-Middleburg Heights, OH February 2018 to July 2020

Performed general cleaning duties such as dusting, vacuuming, mopping, and sanitizing.

- Cleaned and sanitized bathrooms, kitchens, and common areas

- Handled floor care tasks including sweeping, mopping, and carpet vacuuming.

- Provided exceptional customer service to guests or residents

- Maintained cleanliness in accordance with company protocols

- Assisted with hotel housekeeping duties as required

Account Manager

S&P Data-Cleveland, OH

May 2016 to October 2018

Outbound/Inbound calling, building rapport, and creating a great customer experience by asking probing questions and actively listening to the customer’s request.

Providing information about company promotions and bundle deals.

Presenting products and services based on the customers’ needs, and handling objections by explaining how the services and products will benefit them.

Developing relationships with customers, using active listening to empathize, provide solutions and partner with customers on a resolution.

Education

Customer Service

Work Readiness training program - Cleveland, OH

September 2018 to March 2019 completed

Skills

•Hospital Experience

•Environmental Services

•Business Development

•Inside sales

•Assembly

•Care plans

•Cold Calling

•Sales

•Excellent communication skills

•Outbound Sales

•Pricing

•Cleaning Experience

•Works well as a member of a team as well as independently

•Telemarketing

•National Professional Certification in Customer Service, National Retail Federation Foundation

Certifications and Licenses

Job Readiness Training

Present

Customer Service

September 2014 to Present CPR Certification

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