Sharon L George

SHARON GEORGE -,-, Apopka, Florida, 32703 SKILLS PROFESSIONAL SUMMARY • Proficient in performance coaching and Detailed Customer Relations Representative with 10 years of experience identifying development and assessing customer needs. Skillful in handling customer complaints and • Advanced experience in project management, analytics and quality assurance. • Power Point, MS Office, and Excel proficient • Advanced understanding of Google apps, and Salesforce Service Cloud. • Team and performance management skills • Organizational skills • Oral and written communication Skills • Training and development • Proficient in the coding and creation of documents processing customer orders. Respectful and positive individual possessing first-rate multitasking and active listening abilities. EXPERIENCE Executive Customer Relations Team Manager, Nov 2021 - Current Amazon VCS • Managing an executive relations team (10-35 people), driving performance, serving as a mentor for specialists and TMs in a global capacity (UK, IN, NA) • Driving service levels with key stakeholders (GMs, GCC, ou space) to pull levers that impact volume • Key stakeholder for Spanish team; creating correct queues, correcting pay rate for space, adjusting work groups, hosting meetings • • Created, facilitated and maintained training for the space Created, facilitated, and maintained individualized Career Growth Plans for Leaders, and direct reports • • • Owning several different projects: SME, Newsletter, distribution of weekly reports Led the Quality Analyst Team in a triple role stretch role Proficiently took on tasks as the Team Manager, Group Manager, and Project Manager • Created a new form in SharePoint with a new point system to ensure cohesion in the space • Handling hiring process: interviewing, extending & creating offers, sending equipment. Executive Customer Relations, Oct 2019 - Nov 2021 Amazon VCS • Deep dived and successfully resolved high level contacts escalated to the Executive Level • Escalated systemic issues that are identified via the Process Assessment and Refinement Team (PART) • Trained and assisted in the development of new hires through the Mentor program • Spearheaded a project to identify pain points within some of our Knowledge Center (KC) policies • Helped to make changes to our annotation template to keep agents organized and on the same page • Shipping and Delivery Support (SDS) Executive Relations (EXR) Subject Matter Expert (SME), supported multiple teams, Executive Customer Relations (ECR) and Executive Driver Relations (EDR) in both the NA and UK. Resolution Specialist, Jun 2018 - Oct 2019 Amazon VCS • Leveraged data, Knowledge Center, and experience to determine the validity of concessions • Researched and advised front line agents how to approach resolutions across several workgroups who rely on the Resolution team for advisement • • Handled customer escalations via phone and chat Responded to ECR customer escalation emails. Customer Service Representative, Apr 2017 - Jun 2018 Amazon VCS • • • Provided excellent customer service as a frontline associate via intake phone calls Utilized multiple resources to resolve customer facing issues Consistently met and exceeded metric performance goals. LANGUAGE English Native