SHERMONICA MCCURTY
HARRISON
Summary
Dynamic Escalated Complaints Specialist at HomeServe USA with proven expertise in problem resolution and customer service. Skilled in active listening and data entry, I enhanced team productivity through effective coaching and quality assurance audits, ensuring compliance and customer satisfaction. Committed to maintaining high standards in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Escalated Complaints Specialist
HomeServe USA
02.2020 - Current
- Handle customer inquiries and complaints over the phone or via email, ensuring professional and courteous communication.
- Resolve escalated issues efficiently by actively listening, empathizing, and providing appropriate solutions.
- Maintain detailed records of phone interactions, ensuring accuracy and compliance with company policies.
- Train and coach team members on best practices for phone etiquette and dispute resolution.
- Conduct quality assurance audits on phone interactions to ensure adherence to company and regulatory standards.
- Improve team productivity by sharing best practices and coaching colleagues on effective complaint resolution techniques.
- Manage high-stress situations calmly and professionally, reassuring customers that their concerns are addressed promptly and effectively.
Repair Management Coordinator
HomeServe USA
09.2018 - Current
- Answered incoming calls from customers requesting services, providing accurate information and assistance.
- Processed service requests efficiently while ensuring accuracy and adherence to company policies.
- Gathered and verified customer information to facilitate service scheduling and fulfillment.
- Addressed customer inquiries, resolved concerns, and escalated complex issues as needed.
- Maintained detailed records of customer interactions and service requests in company systems.
- Followed up with customers to confirm service details and ensure satisfaction.
Assembly Line Worker
Volkswagen Chattanooga
01.2015 - 05.2018
- Assembled and installed engine components according to Volkswagen's production standards and specifications.
- Operated machinery and hand tools to assemble, fasten, and secure engine parts with precision.
- Conducted quality inspections on engine components to ensure compliance with safety and performance standards.
- Followed detailed work instructions, blueprints, and technical diagrams to complete assembly tasks efficiently.
- Maintained a clean and organized workstation to support safety and efficiency in the production line.
- Identified and reported any defects, malfunctions, or deviations in the assembly process to supervisors.
- Worked collaboratively with team members to meet production targets and maintain workflow continuity.
- Adhered to company policies, safety regulations, and quality control measures to ensure a high standard of production.
Education
High School Diploma -
Tyner Academy
Chattanooga, TN05-2006
Skills
- Microsoft office
- Teamwork
- Customer service
- Time management
- Multitasking
- Reliability
- Computer skills
- Active listening
- Verbal and written communication
- Problem resolution
- Phone etiquette
- Data entry
Languages
English
Full Professional
Spanish
Limited Working
Interests
- Blogging/Vlogging
- Graphic Design
- Outdoor Recreation
- I participate in low-impact exercises to strengthen core muscles
- Watching Movies and TV Shows
- Music
- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- Volunteer Travel
- Cooking
Timeline
Escalated Complaints Specialist
HomeServe USA
02.2020 - Current
Repair Management Coordinator
HomeServe USA
09.2018 - Current
Assembly Line Worker
Volkswagen Chattanooga
01.2015 - 05.2018
High School Diploma -
Tyner Academy
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