Remote Call Center Customer Service Expert

SHERILDINE BECK

Houston, TX ***** 346-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Customer Service and Call Center Professional with 20+ years of experience delivering exceptional customer support, resolving complex issues, and building strong client relationships in high-volume environments. Skilled in handling inbound calls, de-escalating customer concerns, troubleshooting service issues, and collaborating across teams to achieve customer satisfaction goals. Recognized for professionalism, problem-solving abilities, and a commitment to service excellence.

CORE COMPETENCIES

• Customer Service Excellence

• Call Center Operations

• Inbound Call Management

• Conflict Resolution & De-escalation

• Customer Retention & Loyalty

• CRM Systems & Account Management

• Data Entry & Documentation

• Professional Phone, Chat & Email Communication

• Training, Coaching & Mentoring

• Problem Solving & Troubleshooting

• Cross-Functional Collaboration

• Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Community Outreach & Service Sabbatical 01/2024 – 03/2026 I took a planned break from full-time employment to focus on community outreach initiatives for underserved and homeless populations, including direct support, resource coordination, and advocacy. This period has concluded, and I am ready to return to a stable, service-driven role.

Comcast Cable Communications Houston, TX

Help Desk Support Expert 05/2006–12/2023

• Served as the primary point of contact for customers, resolving inquiries, troubleshooting issues, and providing timely account updates.

• Identified and executed upsell opportunities that contributed to an 18% increase in revenue within existing accounts.

• Resolved escalated customer concerns with professionalism, consistently maintaining high customer satisfaction levels.

• Managed high volumes of inbound calls, emails, and chat requests with accuracy, efficiency, and urgency.

• Served as a subject matter expert on company products and services, supporting frontline teams and guiding customers toward effective solutions.

Comcast Xfinity Livermore, CA

Account Representative Specialist 2000–2006

• Built strong customer relationships through proactive communication and personalized service.

• Negotiated pricing, service options, and payment arrangements to meet customer needs and support business objectives.

• Assisted with marketing initiatives that contributed to year-over-year sales growth.

• Collaborated with cross-functional teams to enhance the customer experience and support organizational goals.

• Transformed customer feedback into actionable recommendations for service improvements. EDUCATION

University of Phoenix Arizona

Social Work Studies (No Degree), 2018–2023

ACHIEVEMENTS

• National Society of Collegiate Scholars (NSCS), 2020 Recognized for scholarship, leadership, and community service.

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