ShaRonda Mays
Charlotte
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Adept at driving team performance and enhancing customer satisfaction, I leveraged strategic planning and relationship building at Maximus Call Center to exceed service level goals. My expertise in performance management and conflict resolution fostered a productive environment, significantly improving team efficiency and customer service quality.
Overview
27
27
years of professional experience
Work History
Supervisor- Call Center
Maximus Call Center
10.2020 - Current
- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems.
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis.
- Support and enforce call center expectations.
- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership.
- Maintain a high level of confidentiality while performing all work tasks.
- Provide staff mentoring and coaching on an ongoing basis.
- Attend supervisor meetings and conduct unit meetings.
- Work with the Operations Manager to develop performance goals and objectives for all call center staff.
Marketplace- Internal Support Group Agent
General Dynamics IT
02.2015 - 10.2020
- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).
- Uses computerized system for tracking, information gathering, troubleshooting, and recording consistent problem areas.
- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
- Inquiries are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
- Guides internal Customer Service Representatives to research and locate answers to their questions by using internal tools in order to provide knowledgeable responses to our clients.
Marketplace/Medicare Customer Service Representative
General Dynamics IT
05.2012 - 02.2015
- Met customer call guidelines for service levels, handle time and productivity.
- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).
- Uses computerized system for tracking, information gathering, troubleshooting, and recording consistent problem areas.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Customer Inquiry Representative
JCPenney's Call Center
09.2005 - 03.2010
- Responded to customer questions via telephone and written correspondence regarding order requests and resolving customer problems.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Teller 2
SunTrust
04.2002 - 03.2005
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Teller
Bank of America
04.2001 - 08.2001
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
Cashier
Flower's Baking Company
06.1998 - 01.2001
- Answered questions about store policies and addressed customer concerns.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Restocked and organized merchandise in front lanes.
Education
Associate of Science - Forensic Science
John Tyler Community College
Chester, VASkills
- Schedule development
- Relationship building
- Processes and procedures
- Documentation and reporting
- Employee motivation
- Complex Problem-solving
- Strategic planning
- Decision-making
- Performance management
- Conflict resolution
- Policy enforcement
- Team building
- Customer service
- Training and mentoring
- Coaching and mentoring
Timeline
Supervisor- Call Center
Maximus Call Center
10.2020 - Current
Marketplace- Internal Support Group Agent
General Dynamics IT
02.2015 - 10.2020
Marketplace/Medicare Customer Service Representative
General Dynamics IT
05.2012 - 02.2015
Customer Inquiry Representative
JCPenney's Call Center
09.2005 - 03.2010
Teller 2
SunTrust
04.2002 - 03.2005
Teller
Bank of America
04.2001 - 08.2001
Cashier
Flower's Baking Company
06.1998 - 01.2001
Associate of Science - Forensic Science
John Tyler Community College
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