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Sharon Cholfin

Customer Service Manager

Atlanta, GA

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Work Experience

Customer Service Manager

Hodges Mace Benefits Group
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Atlanta, GA
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March 2012 to May 2013

• Provides effective feedback, coaching, training, professional development and corrective action plans 
• Monitors/reviews call center statistics to ensure agent adherence for customer KPI’s 
• Developed measurements for team to ensure quality assurance for all teams 
• Developed and managed all inbound and outbound customer contact processes and procedures 
• Increased Inbound Call Answer Rate by 20% 
• Improved call quality scores by 25% 
• Improved quality assurance measurements by 25% 
• Maintained a team average First Call Resolution (FCR) of 95%

Senior Representative

Wireless Business Escalations
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Marietta, GA
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2010 to March 2012

Selected and assigned to the Business Technical Escalation team responsible for high valued business customer service effecting issues. 
• Completed 10 week Tier 2 technical support training program 
• Advanced smart phone device technical support training 
• Expedite and facilitate customer escalations as the central point of contact for resolution

Supervisor - Customer Contact Center

Ryla Teleservices Inc
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Kennesaw, GA
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2009 to 2010

Management responsibility for a team of 15-25 inbound/outbound call-center agents responsible for Verizon Wireless customer support. 
• Maintained a team average First Call Resolution (FCR) of 90% - best in class 
• Team transfer rate ranked in the top 2% at less than 13% 
• Utilized the Verizon Call Sequencing Model to achieve FCR and ensure agent development 
• Utilized VZ Learn to drive agent performance and corrective action programs for productivity metrics 
• Provided effective feedback, coaching, training, professional development and corrective action plans 
• Monitored /reviewed call center statistics to measure ensure agent adherence for customer KPIs

Manager - Customer Service

Advanced Kitchens Inc
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Marietta, GA
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2004 to 2009

Primarily responsible for all customer service related functions for a construction and remodeling company with revenues reaching $2.4 million a year. 
• Developed and managed all inbound and outbound customer contact processes and procedures 
• Responsible for human resources and payroll for a inbound staff of 15 employees 
• Managed the day to day back office activities for the organization 
• Developed bids and proposals using job costing and percentage of completion construction accounting 
• Coordinated advertising, marketing and interactive customer media and appreciation events

Manager - Customer Escalations

IBM
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Atlanta, GA
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1997 to 2004

Primarily responsible for handling escalations and training for customer service representatives in the southeastern region. 
• Selected, by senior management, as the southern region sales commissions subject matter expert (SME) 
• Maintained a 90% first time resolution team average for customer escalations 
• Managed a team of 12 customer escalation employees 
• Coordinated procedures for sales order processing 
• Executive level appointee assigned to multiple customer service special projects