SHARON L. JACKSON
Cleveland
Summary
Detail-oriented Customer Service Specialist with strong expertise in managing high-volume interactions and resolving complex inquiries. Utilizes advanced ERP systems to enhance operational efficiency and maintain positive client relationships. Demonstrates proficiency in de-escalation and accurate data entry while ensuring high satisfaction standards in fast-paced environments.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Customer Service Representative
Paychex / Advance Partners
Cleveland, OH
11.2021 - Current
- Acted as the primary point of contact for client inquiries, delivering prompt, accurate, and professional assistance to achieve high customer satisfaction.
- Address and resolve complex billing, account, and operational issues using structured problem-solving and effective de-escalation strategies.
- Collaborated across internal departments to streamline communication, enhancing service delivery standards.
Administrative & Customer Support Specialist
Almico Properties
Cleveland, OH
09.2019 - 11.2021
- Oversaw office operations and tenant communications, efficiently addressing high volumes of inquiries via phone and email.
- Utilize Rent Manager to process payments, update account records, and manage tenant accounts with precision.
- Managed account collections and financial reconciliations, fostering professional and supportive relationships with tenants.
Customer Service / Manufacturing
WestRock Manufacturing
Cleveland, OH
09.2018 - 09.2019
- Acted as the primary point of contact for client inquiries, delivering prompt, accurate, and professional assistance to achieve high customer satisfaction.
- Coordinated client order tracking, logistics, and account management in a fast-paced environment to enhance service delivery.
- Utilized Amtech ERP system for order entry, updates, and inventory verification, ensuring data accuracy.
- Collaborated with production and shipping teams for timely order fulfillment and effective client communication.
Office Administrator / Client Support
Imperial Metal Solutions
Cleveland, OH
08.2014 - 09.2018
- Delivered administrative and customer service support, overseeing front-office operations and managing incoming calls to enhance client experience.
- Facilitated client order tracking, logistical coordination, and account management in a fast-paced environment.
- Coordinated client order tracking, logistics, and account management in fast-paced environment to streamline service delivery.
- Leveraged Amtech ERP system to enter orders, process updates, and verify inventory data with high accuracy.
- Collaborated with production and shipping teams to ensure timely order fulfillment and effective communication with clients.
Education
High School Equivalency Diploma - High School Diploma
State of Ohio
Cleveland , Ohio09-1996
Skills
- Customer Support: Inquiry management, Issue resolution, De-escalation techniques, Client relations
- Administrative & Financial Support: Account reconciliation, Billing support, Payroll Processing processingemOffice management
- Technical Skills: ERP systems, Microsoft Office Suite (Excel, Word, Outlook), Data EntryMicrosoft OfficeActive listening
- Customer service management
- Logistical Coordination
- Critical thinking
- Data management
- Logistical Coordination
- Logistical coordination
Certification
State Certified Computer Specialist | Beachland Technology Group 2008
Timeline
Customer Service Representative
Paychex / Advance Partners
11.2021 - Current
Administrative & Customer Support Specialist
Almico Properties
09.2019 - 11.2021
Customer Service / Manufacturing
WestRock Manufacturing
09.2018 - 09.2019
Office Administrator / Client Support
Imperial Metal Solutions
08.2014 - 09.2018
High School Equivalency Diploma - High School Diploma
State of Ohio