Call Center Agent

Sharlise Holland

**** *******’s Highway, Crownsville, MD 21032

Cell phone: 410-***-**** Email: ***********@*****.***

Objective

Government and customer service professional with over thirty- five years of experience seeking employment with a company that values strong work ethic, organizational skills, and who is seeking to surpass expectations.

Skills/Strengths

●Service Orientation: Actively looking for ways to help people.

●Collaboration & Teamwork: Active listening, adaptability, and flexibility.

●Computer Skills: Microsoft Office expert and Internet Savvy.

Experience

Robert Half, Columbia MD

Community Advocacy Family and Youth Center

January 2025 – June 2025 (Contract Ended

Hyattsville, Md

Design, conduct and analyze over 5 various surveys to gather ddata and insights for various purposes such as customer satisfaction, market trends or public satifaction.

During my tenure conducted and transcribed scores 100+ surveys for 5 various surveys.

Played a crucial role in informing decision making processes by providing valuable driven insights

Crafting effective survey questionnaires by selecting appropriate methodologies via online and phone to ensure clarity and effectiveness.

Summarize survey findings in clear and concise reports. Ensuring the accuracy and reliability of data collected and addressing issues like non responses or maintaining data integrity.

Assessing customer service satisfaction with products and services or experiences to identify areas for improvement

Ultimate Staffing, Columbia, MD March 2019-Jan 2020

Administrative Assistant and Call Center Agent

●At each position, managed a high-volume workload within deadline driven environments. Exceeded goals in any given week and consistently met performance bookmarks.

●Displayed initiative, enthusiasm, tenacity, persuasiveness, and intense customer focus in all customer interactions.

Mar 2019 to Jun 2019 Call Center Agent Long Fence

Aug 2019 - Sep 2019 Call Center Agent Next Day Blinds

Oct 2019 to Nov 2019 Call Center Agent Formulations

Nov 2019 - Dec 2019 Call Center Agent Comptroller of the Treasury, State of MD

Dec 2019 - Jan 2020 Administrative Assistant Durham Bus Company

National Security Agency, Ft. Meade, MD May 1983- April 2018

Office of Budget and Procurement Chief of Staff

●Procure or supervise the timely procurement of all goods, supplies, and services needed, in accordance with all applicable federal, state, and local laws, policies and procedures.

●Ensure purchasing practices are consistent, open, and designed to encourage maximum competition and best value procurements.

●Continuously review policies and procedures governing procurement to improve upon and standardize the process. Review and manage department budget.

●Select, hire, and supervise staff, completion, or review of performance reports.

●Perform other related duties to ensure the accomplishment of the strategic priorities of the agency/department.

●Compiled lists of correspondences between internal departments and external agencies and then tracked responses. Determined if any responses/problems needed to be sent up the chain of command.

●Managed over 200 calendars and collaborated with staff and management to plan meetings and events.

●Strong Analytic and problem solving

●Excellent Communication and present survey skills

●Ability to work independently and collaboratively with a team.

●Knowledge of data privacy regulation processing and ethical consideration in survey research .Education

Anne Arundel Community College

Business Management Classes

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