Lettie Sharp
Charlotte
Summary
Dedicated customer service professional with extensive experience in handling high volumes of inbound calls and nurturing strong client relationships. Proficient in CRM systems and adept at active listening, I effectively contribute to customer satisfaction and organizational success while demonstrating adaptability in fast-paced environments. Committed to resolving complex inquiries and delivering tailored solutions, consistently achieving company objectives through organized practices.
Overview
27
27
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Solution
Spectrum
Charlotte
08.2024 - Current
- Resolved complex customer inquiries using CRM software and communication tools.
- Saved customers from account cancellation by adjusting their plan and rate.
- Identified customer needs to successfully upsell products or services.
- Communicated current deals and promotions to customers.
- Maintained knowledge of company products and services for accurate support.
- Remained calm and professional in stressful circumstances, effectively diffusing tense situations.
Customer Service Representative
T Mobile
North Charleston
01.2023 - 11.2023
- Answered customer inquiries, delivering accurate information on billing, product selection, returns, exchanges, and technical support.
- Provided outstanding service to new and long-standing customers by closely attending to concerns and developing solutions.
- Resolved customer issues with knowledgeable and friendly service, contributing to high customer satisfaction and loyalty.
Tier 2
Comcast
North Charleston
06.2018 - 06.2022
- Provided technical assistance to customers with escalated support requests.
- Configured and troubleshot routers, switches, firewalls, and wireless access points to ensure optimal network performance.
- Resolved hardware-related problems reported by customers.
Tier 1
Comcast
North Charleston
06.2016 - 06.2018
- Answered customer inquiries and resolved issues promptly, enhancing overall customer experience.
- Provided technical assistance to customers via phone, email, or chat.
- Utilized knowledge base resources to answer questions from customers accurately.
Retention Agent
Comcast
North Charleston
11.2015 - 06.2016
- Retained customers by promoting home security services and managing service restrictions and restorations.
- Resolved customer complaints in a timely manner while maintaining excellent customer service skills.
Reservation Agent
IHG
North Charleston
05.2003 - 11.2015
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Scheduled reservation requests and maintained accurate records of bookings.
- Upsold additional services such as dining options and spa treatments.
Manager/ Stylist
Master Cuts
North Charleston
06.2003 - 12.2010
- Directed and trained a team of stylists on the latest hair styling techniques.
- Managed daily operations including scheduling appointments and ordering supplies.
Takeover Specialist
OSI
North Charleston
02.1999 - 11.2002
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers to resolve service and billing issues, enhancing overall customer experience.
Education
Certificate - Sister Lock Technician
Charlotte Sister Locks
Charlotte , NC 02.2025 - 02.2026
Certificate - Cosmetology
Academy of Cosmetology
North Charleston, SCHigh School Diploma -
Holly Hill Roberts High
Holly Hill, SCAssociate of Applied Science -
Strayer University
North Charleston, SCSkills
Timeline
Certificate - Sister Lock Technician
Charlotte Sister Locks
02.2025 - 02.2026
Customer Service Solution
Spectrum
08.2024 - Current
Customer Service Representative
T Mobile
01.2023 - 11.2023
Tier 2
Comcast
06.2018 - 06.2022
Tier 1
Comcast
06.2016 - 06.2018
Retention Agent
Comcast
11.2015 - 06.2016
Manager/ Stylist
Master Cuts
06.2003 - 12.2010
Reservation Agent
IHG
05.2003 - 11.2015
Takeover Specialist
OSI
02.1999 - 11.2002
Certificate - Cosmetology
Academy of Cosmetology
High School Diploma -
Holly Hill Roberts High
Associate of Applied Science -
Strayer University