Data Entry Customer Service

SHARON FAITH GRAVES

**** ********** ***** • RICHMOND, VA 23294

804-***-**** • *************@***.***

Customer Service Specialist

A professional Customer Service Specialist with expertise in a variety of roles in various industries. Specialty skills include organizational skills, being detail oriented, having a commitment to following through on deliverables, strong communications skills, self-motivations, and being a team player as well as an individual contributor. A reputation for exceeding expectations by consistently delivering results with the highest quality and efficiency.

Licensed Optician, Trainer

Responsible for building customer base and delivering quality service for new optical stores

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• Interviews and synthesizes data from customers to recommend prescription eyewear based on customers’ lifestyles.

• Troubleshoots and corrects problematic situations resulting in providing outstanding customer experiences.

• Canvasses businesses and neighboring locales to inform of new optical shop and optometrist.

• Trains new employees on regulations, procedures and computer systems. Apple, Inc. Richmond, Virginia 2015 - 2017

Specialist

Responsible for enhancing lives and providing an exceptional consumer experience.

• Interacted with consumers and detected their needs in order to deliver the complete solution.

• Educated customers and assisted with setting up their newly purchased products.

• Engaged in conversation and answered questions regarding functionality, operations and programs.

• Explained unique features and enthusiastically instructed consumers regarding usage. For Eyes Optical Richmond, Virginia 2013 - 2014

Licensed Optician

Responsible for enhancing the customer service experience for national optical chain.

• Educated patients regarding quality and composition of lenses while assisting others in making the best optical choices.

• Informed patients about HIPAA and their rights under the law to guarantee that the company is adhering to federally mandated guidelines.

• Explained insurance plans and filed benefits claims to optimize clear communications between the company and the customers.

- Customer Experience

- People Management

- Problem Resolution

- Training / Mentoring

- Escalations

- Regulatory Adherence

Professional

Experience

EssilorLuxottica (Target

Optical, Pearle Vision)

Richmond, Virginia 2015 - Present

SHARON FAITH GRAVES

804-***-**** Page 2

Sam’s Club Richmond, Virginia 2011 - 2013

Licensed Optician

Responsible for managing all aspects of the optical department for a major US retailer.

• Individually increased sales by over 75% resulting in a 200% sales increase for the optical department in 2012.

• Drove client base and maintained loyal clientele with winning service attitude.

• Communicated directly with management regarding insurance claims, inventory, and customer- impacting issues.

• Recognized by management for having the ability to quickly provide solutions to problems using data and creative thinking.

• Developed a reputation with internal personnel and external customers as a true Subject Matter Expert (SME).

Couture Eyewear Richmond, Virginia 2008 - 2011

Licensed Optician

Responsible for performing all customer-facing activities in an upscale eyewear retailer.

• Managed all aspects of the procedure for processing prescription eyewear orders for high-end, custom eyewear.

• Assisted customers with eyewear selection to ensure “the best choice the first time” and thereby reducing customer returns on merchandise.

Verizon Communications Richmond, Virginia 1996 - 2009 Customer Service Consultant

Responsible for performing a variety of customer service related tasks to optimize all aspects of the customer service experience.

• Received incoming calls from a diverse customer base subscribing to residential telephone, television, and internet services.

• Handled complicated requests, escalations, adjustments, billing issues, and complaints while educating customers about Verizon services and providing sales solutions.

• Educated customers regarding billing charges including Federal and State taxes.

• Coached new employees and created training documents.

• Followed up on customers’ issues by providing customers with a resolution. Education and Certifications

Virginia Commonwealth University Richmond, Virginia Bachelor of Science - Criminal Justice

Graduated with Honors

J. Sargeant Reynolds Community College Richmond, Virginia Associate of Applied Science- Optical Science

Graduated with Honors

Optician’s License

State of Virginia

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