Customer Service Relations Specialist

Sheryl A. Brown

CUSTOMER SERVICE\RELATIONS SPECIALIST

CAREER OBJECTIVE

Ambitious support professional dedicated to attaining high levels of client satisfaction through effective problem-solving and assistance. Support-focused with a strong work ethic, aiming to apply over 20 years of skills in a client-facing role to enhance customer\user\partner experience.

RELATED SKILLS OF PROFICIENCY

Active Listening

Empathy

Communications

Patience

Adaptability

Problem Solving

Attention to Details

Teamwork

Product Knowledge

Technical Literacy

Time Management

Follow-Up

Emotional Intelligence

Critical Thinking

Conflict Resolution

EMPLOYMENT HISTORY

2016 – 2026: VEROS REAL ESTATE SOLUTIONS

Title: Customer Service Representative for Technical Support

Summary: Provided friendly, composed customer service while resolving accounts, billing, and technical issues, including diffusing challenging situations and helping retain customers.

Communicate efficiently and effectively with customers through multiple channels.

Own customer communications and issues from initial contact until resolution.

Collaborate with Support Teams to ensure customers have successful product experience.

Collaborate with Product Teams to identify current issues and offer informed opinions on potential solutions.

Collaborate with internal Support Teams to provide essential tools for property valuations and risk assessment to mortgage lenders, servicers, rating agencies, and the investment community for both private and government agencies.

2013– 2016: GOOGLE [XEROX CORPORATION]

Title: Technical Call Center Representative

Summary: Worked with internal and external support teams to solve customer issues quickly, asked for help when needed, and ensured a positive customer experience.

Provided consultation and support for Google Products which include Cloud services, Gmail, Music, YouTube, Google Docs, Android, Google search, Translate, and Chrome

Fielded support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

Identified, investigated, and resolved users’ technical problems with computer software and hardware.

Responsible for maintaining products, and being versed on online help, managing technical issues by troubleshooting problems, and creating solutions.

Perform to the level of all expected benchmarks (response times, issue resolutions.

Provided accurate and timely logging of problems and resolution for problems in the OMD, and MWA database.

Act as a liaison between customers and external support staff to assure accurate problem interpretation.

Maintain communication with customers during the problem resolution process.

Engage internal and external resources as needed to support complaint resolution.

2007 – NOVEMBER 2012: PRUDENTIAL CALIFORNIA REALTY

Title: Lead Account Manager

Summary: Managed 200 to 300 customer calls daily in a fast-paced environment while building strong customer relationships through clear communication, follow-up, and dependable service.

Solicited new prospects for real estate purchase.

Built a broad, diversified, and loyal customer base with individuals as well as leading regional companies. Managed approximately 200 – 300 incoming and outgoing calls daily.

Provided training to owners and agents via company websites and call centers by providing help and useful advice to customers about the products and services of Prudential Real Estate.

2002 - 2007: PRUDENTIAL FINANCIAL

Title: Customer Service Representative

Summary: Managed relationships with both internal and external licensed agents, brokers, and Prudential affiliates nationwide.

Initiated relationships with licensed agents, brokers, and affiliates nationwide.

Implemented and enforced nationwide corporate policies.

Provided nationwide training to owners and agents via company websites and call centers by providing help and useful advice to customers about the products and services of Prudential Real Estate.

Managed approximately 200 – 300 incoming and outgoing calls daily.

2000 - 2002: VERIZON WIRELESS

Title: Customer Service Representative

Summary: Provided friendly and composed, customer service while resolving account, billing, and technical issues, including diffusing challenging situations and helping retain customers.

Managed client inquiries and diffused challenging situations.

Daily responsibilities included managing a wide range of issues including technical support, billing, pricing, setting up new service, canceling existing service and making changes to accounts.

Explained device, plan features and options, billing, and excess usage charges, assisting the sales team in completing orders and sales.

Answered customer questions on the phone in support of customer retention.

EDUCATION

Grossmont College - El Cajon, CA

Concentration: Business Administration

North County School on Continuing Education: Pharmacy Technician Training 2013

REFERENCES

Available upon consideration of employment.

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