Sherry Whitaker
Stokesdale
Summary
Customer service expert skilled in resolving technical issues and managing escalated complaints. Recognized for excellence through multiple awards, with a focus on effective communication and team collaboration. Actively involved in training initiatives, enhancing team performance and customer experience.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
CHARTER COMMUNICATIONS
GREENSBORO
05.2020 - Current
- Achieved seven silver awards for excellence in customer service.
- Managed escalated customer complaints with professionalism and efficiency.
- Guided customers through troubleshooting processes for devices and services.
- Resolved technical issues related to internet, voice, and video services.
- Assisted customers with product selection, ordering, billing, returns, and exchanges.
- Utilized company tools to effectively resolve customer issues.
- Provided assistance to fellow representatives during customer interactions. in providing assistance via chat.
- Contributed to training and development of new hires as a progress partner.
TEAM MANAGER
ALORICA/UNITED HEALTH CARE
GREENSBORO
11.2019 - 04.2020
- Led team of advocates to address Medicare insurance inquiries for United Healthcare, improving customer understanding
- Guided employees in enhancing customer interaction skills through targeted call reviews, fostering greater success with clients
- Coached employees on effective time management strategies, promoting better task prioritization.
CALL CENTER AGENT
ALORICA/VERIZON
GREENSBORO
08.2018 - 10.2019
- Answered calls from Verizon business customers, providing tailored support for devices and accounts.
- Resolved customer inquiries and issues using call center software and tools.
- Resolved customer issues utilizing company tools, ensuring timely and effective service.
- Provided exceptional customer service for Verizon clients through effective communication.
- Documented customer interactions accurately in internal systems for future reference.
ADMINISTRATIVE ASSISTANT
RENTENBACH CONSTRUCTORS/CHRISTMAN COMPANY
GREENSBORO
10.2016 - 01.2018
- Administrative Assistant to Project Manager and Superintendent of jobsite
- Answered phones, created and updated spreadsheets, and interacted with subcontractors to ensure smooth communication.
- Requested and organized blueprints from vendors., keep up with daily reports, enter plans on Plangrid
- Walked jobsite, interacted with subcontractors, and reported safety issues to Superintendent to maintain compliance with safety standards.
OFFICE ASSISTANT
HPB INSURANCE GROUP
HIGH POINT
11.2015 - 05.2016
- Created Excel spreadsheets for Employment Benefits Division, ensuring accurate data entry into AMS360.
- Create company enrollments in Employee Navigator by data entry
- Communicated with insurance carrier customer service reps regarding employee and personal benefits inquiries.
- Answered multi-line phone system and sorted mail while filling in for Front Desk receptionist.
- Produced and printed promotional brochures for clients to enhance service visibility.
Education
Associate of Applied Science - Medical Office Administration
Rockingham Community College
Wentworth, NC05-2012
Skills
- Customer relationship management
- Customer service techniques
- Issue resolution
- Problem solving
- Microsoft Office proficiency
- Effective communication
- Leadership management
- Conflict resolution
References
- Donta Womack, donta.womack@charter.com
- Aaron Glover, aaron.glover@charter.com
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
Timeline
CUSTOMER SERVICE REPRESENTATIVE
CHARTER COMMUNICATIONS
05.2020 - Current
TEAM MANAGER
ALORICA/UNITED HEALTH CARE
11.2019 - 04.2020
CALL CENTER AGENT
ALORICA/VERIZON
08.2018 - 10.2019
ADMINISTRATIVE ASSISTANT
RENTENBACH CONSTRUCTORS/CHRISTMAN COMPANY
10.2016 - 01.2018
OFFICE ASSISTANT
HPB INSURANCE GROUP
11.2015 - 05.2016
Associate of Applied Science - Medical Office Administration
Rockingham Community College