Shermona Joseph
Brampton,ON
Summary
Proven leader in customer service management, adept in CRM software and team leadership, significantly enhanced call center performance at Sitel/Foundever. Skilled in complaint handling and staff training, I foster environments where customer satisfaction and loyalty soar. My strategic approach has consistently resulted in improved team efficiency and heightened customer service standards.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Team Lead
Sitel/Foundever
07.2020 - 05.2023
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
Assistant Store Manager
Factory Direct
09.2017 - 06.2020
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Customer Service Manager
Walmart
03.2013 - 09.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Generated customer satisfaction surveys to analyze results into action plans.
Education
No Degree - Dental Assistant Level 1 & 2
Everest College
Scarborough09.2012
Skills
- Team Management
- CRM software knowledge
- Call center experience
- Complaint Handling
- Inside sales
- Outside Sales
- Skill Development
- Inbound and outbound calls
- Data Entry
- Customer Service
- Customer Service Management
- Team Leadership
- Staff Training
Languages
English
Full Professional
Timeline
Customer Service Representative Team Lead
Sitel/Foundever
07.2020 - 05.2023
Assistant Store Manager
Factory Direct
09.2017 - 06.2020
Customer Service Manager
Walmart
03.2013 - 09.2018
No Degree - Dental Assistant Level 1 & 2
Everest College