Operations & Support Specialist with Remote Expertise

Sherron Robinson

817-***-**** *******.**********@*****.***

Remote Willing to Travel or Relocate

Professional Summary

Multifaceted business operations professional with 15+ years of experience driving results in customer support, remote team collaboration, project coordination, procurement, and escalation management. Known for adaptability in dynamic environments and a strong commitment to process improvement, cross-functional teamwork, and tech-savvy problem solving. Experienced with modern business technologies including Salesforce, Microsoft 365, remote collaboration tools, and Lean methodologies. Excelling in fast-paced industries, I bring a blend of strategic thinking and hands-on execution.

In-Demand Skills & Strengths

Digital Fluency: Salesforce, Microsoft 365, Zoom, Teams, WebEx

Customer Experience & Escalation Management

Call tracking and documentation (CRM)

Technical Support and problem resolution

Project Coordination & Agile Workflows

Procurement & Vendor Management

Process Improvement & Lean Methodologies (VSM, A3)

User Acceptance Testing (UAT) & Release Communication

Remote Team Leadership & Cross-Functional Support

Data Analysis & Operational Reporting

Professional Experience

FH Cann — Remote

Customer Service Agent for New Hampshire DHHS Contract

Sept 2025 – Present

Handle complex inbound calls resolving issues regarding state benefit eligibility and online portal access with empathy and technical precision.

Process an average of 30 inbound calls daily achieving a 90%+ quality assurance rating with above average call metrics.

Deliver rapid, accurate information and client direction with high communication standards in a fast-paced remote environment while managing sensitive client information (PII/PHI).

Utilize and navigate multiple internal tools and existing case management standards to drive client satisfaction and reduce repeat contacts.

Provide front line technical support in application access, education and other support as needed.

ASI / GE Appliances — Remote

Customer Service Escalation Agent

Nov 2023 – Jun 2024

Handled complex escalated issues with empathy and technical precision, achieving a 9.0/10 average customer rating.

Delivered rapid, accurate resolutions while maintaining high communication standards (phone, email and chat) in a fast-paced remote environment.

Leveraged internal tools and Salesforce case management to drive satisfaction and reduce repeat contacts.

TRS Rentelco — DFW Airport, TX / Hybrid

Purchase Agent / Team Lead / Customer Care Rep

Nov 2009 – Feb 2023

Managed procurement operations including vendor coordination, purchase orders, inventory controls, customized products and cost optimization.

Directed remote-first teams and supported hybrid workflows, leading service and supply chain projects from initiation to implementation.

Conducted UAT and served as SME for process documentation, system enhancements, and team training.

Created department-wide reporting tools and templates for real-time service monitoring and internal auditing.

AT&T / Southwestern Bell — Dallas/Fort Worth, TX

Associate Director / Manager / Service Rep

Jul 1997 – Feb 2008

Supervised 12 managers supporting 700+ agents in call center operations across multi-state regions.

Represented AT&T before Public Utility Commissions and led SOX compliance, system testing, and quality assurance audits.

Introduced operational forecasting based on Average Work Time (AWT) analysis to enhance staffing and rollout planning.

Education

Strayer University

B.S. in Information Technology with concentration in Cyber Security - (In Progress, estimated graduation 2026

Tarrant County College (TCC)

Associate of Applied Science – Small Business & Entrepreneurship (Completed 2017)

Certifications & Development

Lean Process Improvement (VSM, A3 Tools)

UAT & QA Testing for IT Releases

Internal Auditing in ISO-Regulated Environments

Technologies & Tools

Salesforce Microsoft Office 365 WebEx MS Teams Zoom Procurement Systems 10-Key Data Entry (50+ WPM)

Professional Highlights

Repeatedly recognized for high customer satisfaction scores and problem resolution speed.

Led multiple cross-functional initiatives including digital signage rollout, customer communication revamp, and inventory automation.

Successfully transitioned teams to hybrid and remote operations, ensuring continuity, engagement, and productivity.

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