Customer Service Associate

Sheridan Ferrell

***************@*****.*** 813-***-**** Tampa, FL

SUMMARY

Seasoned Customer Service Representative with 36 years of experience, including roles at Spectrum, Nestle, and Verizon Wireless. Skilled in resolving customer issues, improving satisfaction scores, and exceeding performance targets. Seeking to leverage technical support expertise and quality analysis background in a new Customer Service Representative position.

WORK EXPERIENCE

Spectrum St. Petersburg, FL

Customer Support Technical Representative Jul 2023 - Present

• Provide comprehensive technical support through various communication channels, effectively addressing product usage, installation, and troubleshooting inquiries.

• Diagnose and resolve hardware and software issues, contributing to a 20% decrease in average resolution time through effective collaboration with technical teams.

• Enhance customer knowledge and satisfaction by conducting informative training sessions, resulting in a 15% uplift in customer satisfaction metrics.

Nestle Remote

Customer Service Representative Apr 2019 - Jul 2023

• Addressed customer inquiries through multiple channels, ensuring thorough product knowledge and order support.

• Guided customers through the selection and purchasing process, providing detailed product and service information.

• Resolved customer issues with empathy and efficiency, prioritizing satisfaction and maintaining positive relations.

• Processed returns, exchanges, and refunds in compliance with company policies, and contributed to team efforts in enhancing customer service procedures.

Cognizant Tampa, FL

Quality Analyst Aug 2017 - Mar 2019

• Conducted detailed assessments of customer interactions across multiple platforms to ensure compliance with established company standards and protocols.

• Identified areas for enhancement in service delivery by analyzing customer feedback, contributing to a more client-focused approach.

• Employed quality monitoring systems to accurately track, gauge, and report on critical performance metrics. Verizon Wireless Tampa, FL

Customer Service Representative Jan 2012 - Jul 2017

• Addressed customer inquiries through phone communication, offering clarifications on products, orders, and service-related concerns.

• Assisted customers in navigating the purchase process, providing detailed information about products and services.

• Resolved customer issues with a focus on empathy and effective problem-solving, achieving high levels of customer satisfaction.

• Processed returns, exchanges, and refunds in compliance with company policies, contributing to performance targets such as average handling time and customer satisfaction. Coca Cola Refreshments Tampa, FL

Quality Analyst Aug 2005 - Jan 2012

• Conducted detailed quality assessments of customer interactions across multiple communication platforms, ensuring compliance with organizational standards and protocols.

• Developed and facilitated customer service training initiatives, significantly enhancing representatives' communication and problem-solving abilities.

• Analyzed customer feedback and collaborated with various teams to refine processes, resulting in a measurable 15% increase in customer satisfaction metrics.

Active Duty

United States Air Force 1988 - 2005

• Managed a team to achieve mission objectives, ensuring tasks were completed efficiently and effectively.

• Enforced military policies and regulations, maintaining discipline and order to uphold unit integrity.

• Maintained equipment and systems, focusing on reliability and precision, while also engaging in training to improve team readiness and operational effectiveness.

EDUCATION

University of Phoenix

Bachelor of Science in Business, Minor in Information Technology Jun 2008

CERTIFICATIONS

Microsoft Certification in Network Administration

SKILLS

Technical Troubleshooting • Customer Support • Hardware and Software Expertise • Communication and Interpersonal Skills • Problem-Solving and Critical Thinking • Documentation and CRM Systems • Training and Education

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