SHERRI L. STEVENS
Crescent Springs
Summary
Excellent communicator with 25 years of Customer Service experience in demanding call center environments, warehouses and the general public. Seeking a responsible job with an opportunity for professional challenges and growth where my work experience has value and appreciation.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Cengage Learning
04.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Billing Agent
Charter Communications
01.2017 - 01.2018
- Pursued and processed payments for outstanding balances.
- Answered inbound phone calls and provided friendly, knowledgeable customer service regarding billing invoices and services.
Billing Dispute Agent
Citibank
01.2017 - 11.2017
- Provided primary customer support to internal and external customers in a fast-paced call center environment.
- Gathered sensitive information to update customer profiles and help with the appeals process.
- Received several inbound calls per day through dialer system.
Waitress
O'Charley's Restaurant
05.2015 - 01.2017
- Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.
- Served guests while fostering a solid communication network with the general public.
Waitress
Frischs Restaurants Inc.
03.2014 - 05.2015
- Ensured customer satisfaction by responding quickly to orders and entertainment requests.
- Engaged in friendly conversation with guests to build rapport and facilitate repeat business.
- Resolved guest complaints quickly and efficiently.
Training Instructor
Amazon
09.2014 - 02.2015
- Maintained compliance with company standards, regulatory requirements and quality goals.
- Cross-trained existing employees in order to maximize team performance.
- Supervised, trained and developed team members in accordance with company policies and procedures.
Operations Lead
DHL
08.2012 - 03.2014
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
- Managed a high workload with a consistent record of achieving deadlines and production targets.
- Maintained quality assurance and customer satisfaction objectives.
Package Handler
Fedex Corp
10.2010 - 10.2011
- One year experience in small package sorting, trailer unloading and quality assurance defect correction.
- Assembled, sealed and loaded packages into correct trucks.
- Handled inventory control and cycle counting procedures.
Logistics Executive
Total Quality Logistics Inc.
08.2009 - 02.2010
- Oversaw logistics operations including purchasing, supply chain, vendor pricing, inventory management, stock distribution and integration of new acquisitions.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Processed and entered all customer orders into database and provided proactive customer service for all accounts.
Personal Banker
US BANK
03.2007 - 08.2008
- Built client rapport to ensure consistent satisfaction and loyalty.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Promoted all financial products by maintaining excellent service offering knowledge.
- Expanded client base by promoting new financial products.
- Advised clients on mortgage, education and personal loans.
Education
General Studies
Boone County High School
Florence, KY1999
Skills
- Proficient in Microsoft Office
- Self-motivated
- Team leadership
- Strong verbal communication
- Customer-oriented
- Excellent work ethic
- Goal-oriented
- Critical thinking
- Customer service
- Active listening
- Data entry
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Service Representative
Cengage Learning
04.2019 - Current
Billing Agent
Charter Communications
01.2017 - 01.2018
Billing Dispute Agent
Citibank
01.2017 - 11.2017
Waitress
O'Charley's Restaurant
05.2015 - 01.2017
Training Instructor
Amazon
09.2014 - 02.2015
Waitress
Frischs Restaurants Inc.
03.2014 - 05.2015
Operations Lead
DHL
08.2012 - 03.2014
Package Handler
Fedex Corp
10.2010 - 10.2011
Logistics Executive
Total Quality Logistics Inc.
08.2009 - 02.2010
Personal Banker
US BANK
03.2007 - 08.2008
General Studies
Boone County High School
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