Sharecka Smalls
Charlotte,NC
Summary
Customer service professional with 15+ years in proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication. Consistently focused on meeting team and company goals.
Overview
14
14
years of professional experience
Work History
Remote Customer Support Specialist
BroadPath Healthcare
04.2022 - Current
- Simplified complex technical information into easy-to-understand instructions for users.
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
- De-escalated customer complaints using specialized communication techniques.
- Documented detailed notes in CRM system.
- Reviewed client requirements and translated to application features.
- Collaborated across channels to facilitate development process.
- Made calls to physicians, customers, and insurance providers.
Remote Customer Service Support Specialist
Activus Connect
02.2019 - 03.2022
- Conducted team training on best practices.
- Used scripts to ensure uniform communication.
- Generated weekly performance metrics.
- Completed contract forms, address changes, and discontinuation orders.
- Handled escalated calls with professionalism and empathy.
- Liaised with vendors for warranty repairs and hardware replacements.
Patient Ambassador
Novant Medical Hospital
01.2017 - 11.2021
- Managed front desk and answered multi-line phones.
- Processed billing invoices and payments.
- Liaised between medical team and patients.
- Verified insurance and obtained pre-authorizations.
- Collected feedback for service improvements.
- Ensured HIPAA compliance and recorded EMR data accurately.
Bank Teller
PLS Financial Services
02.2011 - 12.2016
- Verified deposit and change shipments.
- Opened and updated accounts.
- Delivered exceptional customer service and earned referrals.
- Maintained balanced cash drawers and followed security procedures.
- Replenished ATMs and resolved malfunctions.
- Processed checks and money orders.
- Reduced wait times through active lobby engagement.
Education
Associate of Applied Science - Business Accountancy
Brookstone College Of Business
Charlotte, NC04-2010
Skills
- Customer Relationship Management
- Ability to Work Independently
- Quality Assurance
- Operating Systems
- Confidentiality Requirements
- Sales Quota Achievement
- Analytical Skills
- Remote Technical Support
- VPN Management
- CRM software
- Data entry
- Problem-solving
Timeline
Remote Customer Support Specialist
BroadPath Healthcare
04.2022 - Current
Remote Customer Service Support Specialist
Activus Connect
02.2019 - 03.2022
Patient Ambassador
Novant Medical Hospital
01.2017 - 11.2021
Bank Teller
PLS Financial Services
02.2011 - 12.2016
Associate of Applied Science - Business Accountancy
Brookstone College Of Business
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