Sharon Wilson
ELIZABETH
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist
WOW Designs by Scott
Elizabeth
01.2014 - Current
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Recorded all customer interactions into the database system accurately and completely.
- Consulted with customers regarding needs and addressed concerns.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Cultivated strong relationships with clients through regular communication and follow-ups.
- Managed customer accounts, ensuring satisfaction and addressing inquiries promptly.
- Cultivated relationships with existing customers to encourage repeat business.
- Created brochures and newsletters to promote products or services.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Presented product demonstrations at trade shows, conferences, and other events.
- Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings.
- Managed all payments processing, invoicing and collections tasks.
- Prepared monthly balance sheets, income statements, cash flows statements, budgets.
- Conducted research to determine ideal markets for products and services.
- Developed marketing strategies to attract new customers and retain existing ones.
- Maintained relationships with existing clients by providing superior customer service.
- Oversaw project execution, phase progress, workmanship, and team performance to drive on-time completion of deliverables.
Office Manager
Rocky Mountain Energy
Centennial
08.2012 - 01.2017
- Managed daily office operations and ensured smooth workflow.
- Coordinated schedules and meetings for management and staff.
- Oversaw vendor relationships and negotiated service contracts.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated project timelines, deliverables, and resource allocation.
- Created and maintained employee records, including new hires, terminations, salary changes, and tax withholding forms.
- Onboarded new employees in time reporting and payroll systems.
- Managed payroll and time and attendance systems.
- Verified past employment of candidate hires.
- Oversaw payroll processing to comply with tax laws and court-ordered wage assignments and garnishments.
- Provided timely customer service support to employees regarding questions about their paychecks or other payroll issues.
- Performed manual calculations for retroactive pay adjustments or special payments as required.
- Assisted in preparing sales presentations and promotional materials for clients.
- Managed client relationships by responding promptly to inquiries and addressing any issues that arose during the course of a sale.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Facilities Manager
Elizabeth C1 School District
Elizabeth
08.2008 - 08.2012
- Managed daily operations of facilities across multiple school buildings.
- Coordinated maintenance schedules to ensure optimal facility conditions.
- Supervised custodial staff to maintain cleanliness and safety standards.
- Facilitated communication between school administration and maintenance teams.
- Planned maintenance activities in accordance with budget limitations, building use needs and operational requirements.
- Conducted regular inspections of equipment, buildings, grounds, and other areas to identify necessary repairs or improvements.
- Ensured that all facilities are kept clean by scheduling regular cleaning services according to industry standards.
- Developed and implemented policies and procedures for maintenance, repair and operations of facilities.
- Coordinated the activities of subcontractors in relation to facility maintenance projects.
- Monitored facility operations to ensure adherence to safety regulations and compliance with applicable laws.
- Maintained records of all building systems including HVAC, plumbing, electrical.
- Assessed building control system and HVAC system performance to suggest improvements.
- Scheduled preventative maintenance visits from outside vendors for specialized services such as elevator and escalator inspection or fire alarm system testing.
Education
Bachelor of Science - Psychology
East Stroudsburg University of Pennsylvania
East Stroudsburg, PA 08.1990 - 05.1994
Skills
- Customer relationship management
- Complaint resolution
- Project coordination
- Customer relationship management (CRM)
- Call center experience
- CRM software
- Multitasking and prioritization
Timeline
Customer Support Specialist
WOW Designs by Scott
01.2014 - Current
Office Manager
Rocky Mountain Energy
08.2012 - 01.2017
Facilities Manager
Elizabeth C1 School District
08.2008 - 08.2012
Bachelor of Science - Psychology
East Stroudsburg University of Pennsylvania
08.1990 - 05.1994