Sherrion Linton
Statesville
Summary
I’m an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Member Experience Supervisor
Nations Benefits
09.2020 - 01.2025
- Efficiently managed the day to day business needs of teams of 17-35 agents including chat support, coaching, escalated calls etc.
- Scored calls monthly for all agents to verify outstanding service, and coaching opportunities.
- Assisted with inbound calls to improve and maintain service levels when needed.
- Spearheaded several nesting classes to provide onboarding new hires with direct perspective from production.
- Emphasized regular coaching sessions/team meetings to spotlight employee achievements, convey opportunities and make clear plans for development.
- Resolved escalated complaints from highly dissatisfied members by actively listening to their concerns, empathizing with their situation, and taking appropriate corrective action steps as needed.
- Championed a customer-centric mindset across all departments, promoting collaboration in support of an exceptional end-to-end member experience.
- Distributed corrective actions after clear warnings have been unheeded or monthly goals not met.
- Minimized attrition by creating a kind and positive work environment and promoting growth opportunities.
- Managed time and payroll reports for all reporting agents on the team on a weekly basis.
Trainer
ALORICA, TRAINER, FLORIDA
09.2017 - 01.2019
- Trained 25-35 or more new hire agents per class on Toyota Financial Services products and services
- Trained representatives on product knowledge, soft skills and going above and beyond to service consumers
- Observe and listen to calls from customer service representatives for training and quality assurance
- Coach agents into providing the highest level of customer service by tailoring solutions to customer’s needs
- Mentor agents through a nesting period for2 weeks where they handle client services calls as beginners
- Follow up with agents on a regular basis to ensure that they’re aware of all their resources to produce exceptional quality and survey scores to clients both internal and external
Customer Service Lead
ALORICA
12.2016 - 08.2017
- As a customer service lead I assisted representatives with learning the Avaya phone system, and digital phone system for the production of taking calls
- Encouraged agents to maximize on the use of their tools which was their knowledge base system and Salesforce
- Monitored agents calls for Quality & Assurance through live call listening with agents as well as Service Observing the calls away from the agents
- Provided necessary coaching and kudos to motivate agents for continued improvement
- Participated in graduation after representatives successful completion of nesting training
- Provided positive reinforcement for agents to take all that they've learned with them to be successful on the production floor
Customer Service and Collections Specialist
ALORICA
06.2016 - 07.2017
- Answered over70 inbound calls from Toyota Financial Services customers on a daily basis
- Assisted company in achieving high client service ratings by maintaining key performance indicator scores like quality and experience satisfaction surveys
- Always went above and beyond to ensure finding a resolution to customer needs while working in a fast-paced environment
- Collected on delinquent vehicle accounts to avoid repossessions
- Made valid payment arrangements to bring customer’s accounts out of collection status
- Maintained updated demographic info to reach accurate parties for billing and payment concerns
- Researched and analyzed customer billing disputes
- Made sure customers were aware of how delinquent accounts can affect their credit and account history
- Made monthly bonus by having over70% of customers handled making payments or bringing their account current
Technical Support Specialist
TELEPERFORMANCE, NORTH LAUDERDALE, FLORIDA
05.2015 - 05.2016
- Performing excellent analytical problem-solving and troubleshooting skills
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Using communication skills to assist customers orally over the phone and in writing
- Ability to work efficiently and multi-task when necessary
- Exercised patience when dealing with clients
- Worked on social media outlets including Facebook, Instagram and Twitter responding to customer inquiries and concerns with client products
Education
English Education
BROWARD COLLEGE
DAVIE, FLORIDA06.2011
Skills
- Outstanding communication skills to aid in working with employees and assisting customers
- Adaptable Customer Engagement
- Proficient in Microsoft Word, Microsoft Excel, Microsoft PowerPoint and WebPros
- Knowledge and ability to understand how transactions operate in a business environment
- Possess leadership skills to assist others in the workplace with work-related issues
- Able to recognize privacy procedures and laws when accepting transactions
- Able to apply policy and procedure to ensure being transactional within company guidelines
- Critical thinking skills to solve customer billing and receivable disputes
- Results driven for first call resolution
- Experience using Western Union and additional payment systems
- CRM software & Salesforce experience
Timeline
Member Experience Supervisor
Nations Benefits
09.2020 - 01.2025
Trainer
ALORICA, TRAINER, FLORIDA
09.2017 - 01.2019
Customer Service Lead
ALORICA
12.2016 - 08.2017
Customer Service and Collections Specialist
ALORICA
06.2016 - 07.2017
Technical Support Specialist
TELEPERFORMANCE, NORTH LAUDERDALE, FLORIDA
05.2015 - 05.2016
English Education
BROWARD COLLEGE
Similar Profiles
Alecia GuytonAlecia Guyton
Customer Service Representative at Nations BenefitsCustomer Service Representative at Nations Benefits
ANDREW PINEDAANDREW PINEDA
Member Experience Advisor at Nations BenefitsMember Experience Advisor at Nations Benefits
Samentha GarconSamentha Garcon
Member Experience Specialist at Nations BenefitsMember Experience Specialist at Nations Benefits