Sheryl H.

Caretaker - cook meals, light house cleaning for client. Help with med reminders, dressing, grocery shopping, transportation, etc.

Project an energetic attitude, warm welcome and positive image of QVC over the phone. Communicate with customers inside and/or outside the company where considerable resourcefulness, tact, and procedural knowledge are required. Maintain objectivity when conducting outbound telephone surveys for various QVC departments to existing customers. Input all concerns or suggestions for company follow-up, as well as survey responses. Resubmit any system designated corrections. Adhere to department guidelines when servicing our customers. Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization. Listen carefully to our customers to ensure appropriate responses. Identify the customer style (Engaging, Efficient, Classic or Frustrated), in order to provide personalized service and offer the most relevant customer promotion and resolve customer needs and requests. Tactfully handle upset customers with empathy. Suggest ideas to improve quality. Transfers calls to appropriate department. Adhere to attendance and punctuality standards. Meet department staffing requirements based upon status including high volume and required hours/days. Frequently review and remain current on changes to personal work schedule throughout shift. Adapt to change and meet the changing demands of the work environment. Assist other department personnel as needed due to fluctuating workloads.

Customer Service Professional: Store Level: Worked in a retail store for Michael's Stores Inc., where I was a Department Head, Cashier, Part-Time bookkeeper. Ordered, received and placed merchandise on floor. Corporate Level: Moved to corporate office of Michael's Stores Inc., to support the stores. Supported 1000 stores with hardware, software problems. Supervised the Call Center agents, expanded the Call Center from 4 agents to 15 agents. Trained, and implemented a logging database for call tracking and reporting. Moved to Support Center, where we were 2nd level support to Call Center. Worked close with developers to trouble shoot more difficult store issues. Support Center was also included in traveling to stores for new store installs/setups. Rolled out upgraded and new hardware and software to the stores. Partnered with an off-shore provider # 1 to provide 24X7 testing coverage. Expanded the team to provide testing services for an increase the project portfolio from 20 to 50 projects. Coordinated and trained new off-shore and additional on-shore testing team on POS Stores systems. Coordinated the ordering of hardware and loading of software on equipment for 6 POS Store Systems to be shipped to the off-shore test lab. Worked closely with infrastructure team on networking/fire wall needs for offshore lab.