Sherri Swire
Sault Ste. Marie,ON
Summary
Dedicated professional bringing several years of experience and diligence to handle needs of large and complex products. Solid history in both manual and automated testing. Seek to apply expertise to growth-oriented, dynamic position.
Overview
26
26
years of professional experience
Work History
Customer Service Team Leader
Sutherland Global Services
Sault Ste. Marie, ON
09.2008 - 11.2025
- Led customer service teams at Sutherland Global Services across daily support operations.
- Coached agents on call handling, service standards, and customer communication.
- Managed escalated complaints and resolved complex customer issues.
- Monitored service queues, call flow, and team workload.
- Reviewed performance records and shared coaching with team members.
- Trained new hires on policies, systems, and service procedures.
- Resolved customer complaints with calm, professional communication.
- Developed strategies to improve customer service processes and procedures.
Telecommunications Service Representative
NCO Group
Sault Ste. Marie, ON
05.2005 - 09.2008
- Upsold additional services to existing clients, enhancing their service experience with a major American telecommunications company.
- Performed follow-up calls to verify functionality of new services, informing clients about additional features available for their accounts.
- Managed customer inquiries using NCO Group call handling procedures.
- Reviewed account information and updated service records in CRM systems.
- Explained payment options and arranged account resolution plans.
Customer Service Representative
Driving Force Internet Group
Sault Ste. Marie, ON
07.2003 - 04.2005
- Resolved customer service issues related to online bookings through email and phone, enhancing customer satisfaction.
- Conducted database maintenance such as fixing city keys and merging data.
- Created weekly credit card report using financial data.
- Resolved Accounts Receivable issues through proactive calls for listing renewals.
Administrative Assistant
CRWX Inc.
Sault Ste. Marie, ON
11.1999 - 04.2003
- Generated reports for head office and customers to support decision-making.
- Communicated with customers regarding logistic needs to ensure timely service.
- Resolved client issues and helped to correct drivers' payroll problems.
- Created detailed reports for head office to assist in strategic planning.
Education
Bachelor of Business Administration -
Algoma University College
Sault Ste. Marie, ONHonours Diploma - Business General
Sault College A.T. & T.
Sault Ste. Marie, ONSkills
- Call center management
- CRM systems
- Conflict resolution
- Technical Proficiency
- Call queue management
- Escalation handling
- Quality monitoring
- Customer relationship management
- Complaint resolution
- Employee training
Timeline
Customer Service Team Leader
Sutherland Global Services
09.2008 - 11.2025
Telecommunications Service Representative
NCO Group
05.2005 - 09.2008
Customer Service Representative
Driving Force Internet Group
07.2003 - 04.2005
Administrative Assistant
CRWX Inc.
11.1999 - 04.2003
Bachelor of Business Administration -
Algoma University College
Honours Diploma - Business General
Sault College A.T. & T.