Sherri L. Harris
Charlotte
Summary
Dedicated Customer Service Associate with extensive experience in managing high call volumes and resolving intricate client issues. Adept at maintaining strong relationships with clients and team members while ensuring operational efficiency and customer satisfaction.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Duke Energy
Charlotte
03.2026 - 05.2026
- Provided customer support via phone and email for energy service inquiries.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved billing disputes by investigating account details and communicating with customers.
- Modified customer bills to correct discrepancies and ensure accuracy. and refunded money to resolve customers' service or billing complaints.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted customers in setting up new service connections and disconnections efficiently.
- Facilitated product returns, exchanges, and technical support for customers.
- Educated customers on energy conservation practices and available programs offered.
- Collaborated with team members to address complex customer issues effectively.
- Maintained accurate records of customer interactions in the company database system.
- Ensured compliance with regulatory requirements during customer interactions consistently.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
General Manager
Outdoor Living Brands
Charlotte
01.2016 - 01.2022
- Managed daily operations and supervised a team of 10-15 employees, fostering a collaborative work environment.
- Delivered excellent customer service by resolving escalated issues promptly and maintaining open communication with clients.
- Build and maintain relationships with clients through exceptional customer service and attention to detail.
- Managed inbound and outbound calls across three divisions, coordinating client appointments, project timelines, and staff schedules.
- Coordinated event schedules to ensure timely service delivery and adherence to quality standards.
- Oversaw billing, invoicing, A/R collections, and reporting to meet financial objectives.
- Maintained detailed CRM records for accuracy and efficiency.
- Supported marketing efforts, including promotions, satisfaction surveys, and referral programs.
- Worked remotely for over 5 years while maintaining consistent team collaboration and performance.
Office Manager
Outdoor Lighting Perspectives
Charlotte
01.2001 - 01.2016
- Supervised daily office operations, enhancing organization and ensuring compliance with company policies.
- Managed payroll, scheduling, and administrative functions for both office and field staff.
- Acted as a central communication hub between employees, customers, and vendors, fostering smooth coordination and strong relationships.
- Supported budgeting, bookkeeping, and purchasing activities; maintained accurate financial and personnel records.
- Utilized QuickBooks, PeachTree, ServiceMinder, and CRM software to manage accounting, scheduling, and client information.
- Prepared reports, proposals, and presentations to assist management in decision-making and project planning.
- Provided excellent customer service by promptly resolving issues and ensuring client satisfaction.
- Adapted to remote work for 10 years, maintaining productivity and supporting team objectives.
Education
Bachelor of Arts - Human Relations
Pfeiffer University
Charlotte, NC01-2016
Associate of Applied Science - Human Services
Central Piedmont Community College
Charlotte, NC01-2014
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Communication
- Team Leadership
- Scheduling & Coordination
- Billing & Invoicing
- Problem Solving
- Process Improvement
- Data Entry Accuracy
- Office Management
- Payroll & Accounting
- Customer Service
- Vendor Relations
- Team Communication
- QuickBooks
- PeachTree
- ServiceMinder
- CRM Systems
- SAP Cloud for Customers (C4C)
- SAP Fiori
- Microsoft Office
- Microsoft Outlook
- Microsoft Teams
- Genesys
Certification
- Human Services 2014
- Child & Adolescence 2014
- Case Management 2014
Timeline
Customer Service Representative
Duke Energy
03.2026 - 05.2026
General Manager
Outdoor Living Brands
01.2016 - 01.2022
Office Manager
Outdoor Lighting Perspectives
01.2001 - 01.2016
Bachelor of Arts - Human Relations
Pfeiffer University
Associate of Applied Science - Human Services
Central Piedmont Community College