Customer Service Data Entry

Baltimore, MD ***** +1-202-***-**** ************@*****.*** WWW: Bold Profile

SHERMELL K. WARD

SKILLS ● Appointment Scheduling ● Active Listening Ability to maintain confidential case files

and records.

● ● Data Entry

● Conflict Resolution ● Project Management Planning

● Public Speaking ● MS Office Skills

Ability to handle sensitive and tense

situations with calm, tact and diplomacy.

● ● Independent Work

● Collaborative Work

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. PROFESSIONAL

SUMMARY

PROJECT MANAGER (CERTIFIED NOTARY AGENT) 01/2016 to Current Real Estate Signing Agent, MD

HUMAN RESOURCE SPECIALIST 01/2020 to 07/2020

Minact Inc./JobCorps, Laurel, MD

WORK HISTORY

A proven track record of developing business plans and building relationships with clients to grow the customer base. Managed approximately 80-100 incoming calls, emails and faxes per day from customers.

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Enhanced overall project success by scheduling service appointments. Conducting thorough post-project evaluations and incorporating lessons learned into future efforts.

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Prevent fraud by witnessing the signing of documents face to face and verifying their authenticity of clients in hospitals, homes, office, and hospice environments.

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Serve law offices, the public, and private organizations in non-contentious matters usually concerned with real estate, deeds, powers-of-attorney, and foreign and international business

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Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.

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● Sourced, vetted and managed vendors needed to accomplish project goals.

● Facilitated smooth onboarding processes for new hires, leading to faster integration into STORE MANAGER- CUSTOMER CARE SERVICE 01/2019 to 01/2020 Royal Farms, Maryland

ADMISSIONS COUNSELOR- CUSTOMER SERVICE CALL CENTER 01/2017 to 01/2018 University Maryland University College, Largo, MD

DISPATCHER CLERK 03/2013 to 03/2015

ATR & Adecco Temp Agency Call Centers, Sterling, VA workplace culture.

Handled sensitive and tense situations with calm, tact and diplomacy. Prepared or updating employment records related to onboard hiring, promoting, and terminating.

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Explaining human resources policies, procedures, laws, and standards to new and existing employees.

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Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.

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Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.

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Conducted performance reviews and provided feedback to managers on employee performance.

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● Lead daily operations of the store including ordering merchandise, and food.

● Approved regular payroll submissions for fifteen employees.

● Maximized sales by creating innovative visual merchandising displays and store layouts.

● Assisted in recruiting, hiring and training of team members.

● Managed inventory control, cash control, and store opening and closing procedures. Mentored new hires during their onboarding process, ensuring employees were well-equipped to excel in their roles from day one.

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Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.

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● Monitored daily cash discrepancies, inventory shrinkage and drive-off. Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

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Explained institution's fee structure, amenities, courses offered and facilities to prospective students and parents. Managed approximately 30 incoming calls, emails and faxes per day from customers.

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Interviewed and assessed student interests and skills and provided strategic information about pursuing suitable courses.

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Delivered engaging presentations about the college/university at various off-campus events such as high school visits or conferences.

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Work collaboratively with Financial Aid, and other departments to assist students with their financing and advising needs.

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Scheduled tour appointments, conducted thorough evaluations of applicant transcripts, test scores, essays, and letters of recommendation to determine eligibility for admission.

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Developed strong relationships with high schools and community organizations to promote the institution''s programs and offerings.

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Coordinated logistics, ensuring seamless operations between departments and transportation providers.

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Provided top-notch support to field personnel by addressing inquiries and resolving issues promptly. Managed approximately 60 plus incoming calls, emails and faxes per day from customers.

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Developed contingency plans for unexpected disruptions in service delivery or personnel availability.

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Scheduled service appointments,improved customer satisfaction with timely and accurate information updates during service outages or delays.

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Assisted in budget planning efforts, analyzing expenditures related to staffing needs, equipment purchases, and other resources required for effective dispatching operations.

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Managed high-stress situations, prioritizing tasks to maintain optimal productivity levels in a fast-paced environment.

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Handled escalated customer concerns with empathy and professionalism, leading to successful conflict resolution.

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University of Phoenix, Dallas, Texas

Bachelor of Science, Business Management & Marketing, 01/2009 GPA: 3.5

EDUCATION

● Relevant Coursework:

● Human Resource Management

● Employment Law

● Public Relations

● Critical Thinking Strategies & Decision Making.

CERTIFICATIONS ● Notary Public License -Maryland Secretary of State or equivalent authority.

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