Summary
Overview
Work History
Education
Skills
Timeline
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Sheryl Hall

Louisa,KY

Summary

Dynamic and results-driven professional with extensive experience at Athenahealth, excelling in customer support and problem-solving. Proven ability to enhance customer satisfaction through effective communication and efficient call handling. Skilled in CRM navigation and adept at resolving complex issues, fostering positive client relationships while maintaining a calm disposition under pressure. Experienced targets. Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

5
5
years of professional experience

Work History

Receptionist

Lawrence County Housing Authroity
05.2025 - 08.2025
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.

Call Center Representative

Athenahealth
01.2023 - 03.2025
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Identified upselling opportunities to increase revenue generation.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Receptionist

Teleworks Usa
01.2021 - 03.2023
  • Upheld confidentiality standards, ensuring sensitive information was protected during all phone interactions.
  • Provided exceptional support during peak hours, remaining calm under pressure while managing increased call volume.
  • Boosted caller engagement by maintaining a friendly and empathetic tone during interactions.
  • Promoted a positive work environment through active participation in team meetings and open communication with colleagues.
  • Increased productivity by utilizing downtime between calls for administrative tasks such as data entry or filing paperwork.
  • Demonstrated commitment to ongoing professional development by attending workshops or webinars on relevant topics such as customer service strategies or new telephone systems.
  • Served as a knowledgeable resource for callers seeking general company information or requesting specific departmental contacts.
  • Adapted communication style according to caller needs, demonstrating cultural sensitivity as required.
  • Ensured timely response to high-priority calls by effectively juggling multiple lines simultaneously.
  • Maintained accurate records of caller information, ensuring efficient follow-up actions when needed.
  • Consistently met performance goals regarding call handling metrics such as average handle time or first-call resolution rates.
  • Delivered reliable assistance to staff members in other departments by accurately relaying messages or transferring calls as needed.
  • Enhanced customer satisfaction by efficiently managing incoming calls and addressing inquiries.
  • Resolved customer problems and complaints.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Helped office staff prepare reports and presentations for internal or client-related use.
  • Compiled information from files and research to satisfy information requests.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Collected payments, processed transactions and updated relevant records.

Education

Associate of Arts - ASSOCIATES IN CERTIFIED MEDICAL ASSISTANT

BRYAN UNIVERSITY
Tempe, AZ
04-2025

High School Diploma -

FLOYD CENTRAL HIGH SCHOOL
Langley, KY
06-2021

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Call center customer service
  • Resolving issues
  • Inbound phone calls
  • Call center operations
  • Communicating with clients
  • Customer communications
  • Call control
  • Answering questions
  • Complaint resolution
  • Gathering information
  • Calm disposition
  • Account updating
  • Inbound phone call management
  • Technical support
  • Quality control
  • Database research
  • Logging call information
  • Sales expertise
  • Technical troubleshooting
  • Training experience
  • Delivery tracking
  • Product upselling
  • Data gathering
  • Account management
  • System documentation
  • Quality assurance controls
  • Quality assurance
  • Documentation and reporting
  • Performance improvement
  • CRM navigation
  • Performance monitoring
  • Analytical
  • Call documentation skills
  • Call logging
  • Caller accomodations
  • Call controlling
  • Customer account updates
  • Call handling
  • Understanding customer needs
  • Calm and professional under pressure
  • Multi-line phone talent
  • Data management

Timeline

Receptionist

Lawrence County Housing Authroity
05.2025 - 08.2025

Call Center Representative

Athenahealth
01.2023 - 03.2025

Receptionist

Teleworks Usa
01.2021 - 03.2023

Associate of Arts - ASSOCIATES IN CERTIFIED MEDICAL ASSISTANT

BRYAN UNIVERSITY

High School Diploma -

FLOYD CENTRAL HIGH SCHOOL

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Sheryl Hall