SHARON DAVIS

I am a dedicated Customer Service Specialist with a proven track record in ensuring operational efficiency, maintaining service levels, and driving agent performance at Yuno Energy. My key responsibilities include:

• Dashboard Management : Monitoring and ensuring adherence to schedules, including breaks, offline times, and call wrap-up durations.
• Customer Relations : Handling escalated calls and using my expertise to de-escalate situations, transforming one-star reviews into five-star reviews through exceptional customer service.
• Training & Mentoring : Guiding new hires through comprehensive training programs, mentoring their development, and ensuring seamless onboarding.
• Quality Assurance : Conducting call listening sessions, providing actionable feedback to agents, and collaborating with the quality team on innovative ideas and methods for monitoring service quality.
• Service Level Monitoring : Ensuring optimal service levels are maintained to meet customer and organizational expectations.
• Direct Support : Taking calls and handling chats during busy periods to ensure seamless customer service and reduced response times.

With my expertise in operational oversight, quality innovation, and customer engagement, I contribute to building an environment of continuous improvement and delivering exceptional service.

• Developed rapport with customers through empathetic listening skills.
• Handled difficult situations calmly, delivered positive outcomes under pressure.
• Ensured smooth transactions with detailed record keeping.
• Resolved technical issues to improve customer experience.
• Adhered strictly to data protection policies when dealing with customer details.
• Used CRM system effectively for seamless communication with customers.
• Escalated complex issues promptly, ensuring swift resolution for clients.
• Liaised with different departments for resolving specific client issues swiftly.

• Delivered consistently excellent customer service to guarantee positive company experiences
• Acted as first point of contact for customer issues and queries
• Collaborated well with other customer agents to deliver consistent service across various platforms
• Exceeded targets with strong rapport building and product knowledge through meeting KPI's and targets
• Used common Bill Pay and PAYG systems such as GNI Extranet, ESB Extranet and Liberty
• Dealt with taking meter reads, signing new customers up
• Recalculated bills
• Dealt with complaints to the best of my ability
• Managed between 50-60 calls daily
• Have a wide knowledge and understanding of ESB and GNI messaging
• Documented each call by leaving notes on relevant accounts
• Communicating with other departments within the company to resolve any customer queries
• Answer telephone queries from customers in a timely polite and professional manner
• Managing relationships with Customers to resolve any complaints or concerns maintaining a positive attitude and offering advice on details of the policy terms and conditions
• Managed customer queries for better understanding of products and services.

• Met with patients and families to discuss care plan adaptations, seeking continual improvement and development
• Aided service users in everyday activities, such as washing and dressing, ensuring constant safety and effective care
• Built patient confidence through physical exercise, promoting positive lifestyle changes and improved wellbeing
• Demonstrated consistent respect and privacy for care users, maintaining dignity irrespective of circumstance
• Helped service users improve their independence, building strength and confidence to enhance daily living
• Thoroughly sterilized and sanitized clinical and mobility equipment
• Delivered high-quality, dedicated care to clients with disability, consistently achieving individual care plan objectives
• Completed care documentation and monitored patient progress to achieve up-to-date records