SHERRY STEPHENS
Suffolk Police Department
Norfolk
1
Language
1
Certification
13
years of professional experience
Results-driven Customer Relations Specialist with strong problem-solving skills and a focus on team collaboration. Proven ability to communicate effectively, resolve conflicts, and adapt to changing needs. Consistently delivers high-quality service that enhances customer satisfaction.
Work History
911 Emergency Dispatcher
3 Years 7 Months- Answered 911 lines and non-emergency calls, managing multi-line phone systems and TDD (telecommunications device for the deaf) to ensure efficient communication.
- Quickly determine the location, nature, and urgency of the incident, asking key questions to identify the type of assistance required (police, fire, or medical).
- Use radio consoles and computer-aided dispatch (CAD) systems to alert first responders and provide them with real-time updates and location data.
- Provide life-saving guidance to callers—such as CPR instructions or advice on how to secure a scene—before emergency responders arrive.
- Logged detailed information, timestamps, and incident records into electronic databases to maintain accurate incident documentation.
Customer Service Account Specialist
1 Year 7 Months- Provided exceptional customer service by addressing inquiries and managing emergency reports for water and sewer issues, contributing to customer satisfaction.
- Managed account openings, processed payments, and set up payment plans using computer systems.
- Verified documents and scheduled work orders to ensure accuracy and timely service delivery.
- Conducted outbound calls and followed up on service requests to maintain clear communication and enhance customer experience.
- Utilized city websites for property and tax information verification, showcasing computer literacy.
Licensed Foster Care Resource Parent
3 Years 5 Months- Demonstrated self-motivation in completing tasks independently.
- Adapted quickly to fast-paced work settings while maintaining quality.
- Collaborated with team members and completed tasks independently.
- Adapted to new tasks and learned quickly in diverse environments.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
Property Claims Adjuster
1 Year 3 Months- Investigated and evaluated property insurance claims remotely to determine coverage and appropriate settlement amounts, facilitating timely resolutions for policyholders
- Assessed damages by reviewing policyholder-provided evidence, including photos and reports, and utilizing specialized virtual inspection tools like Xactimate to enhance accuracy of evaluations
- Analyzes insurance policies, coverage details, and relevant case law and regulations to make informed decisions about claims
- Negotiated claim settlements with policyholders and involved parties, ensuring compliance with company guidelines and legal requirements while maintaining positive relationships
Customer Service/Sales Account Manager
5 Years- Managed inbound calls, resolving customer inquiries about products and services to enhance satisfaction.
- Demonstrated attention to detail and multitasking while making decisions in a fast-paced environment to support operational efficiency.
- Demonstrated strong attention to detail, multitasking, and decision-making in a fast-paced environment.
- Led team to achieve service goals by coordinating productivity and workflow.
Branch Manager
1 Year 7 Months- Coached and motivated staff, enhancing performance and retention rates.
- Drafted reports, business correspondence, and procedure manuals to support branch operations.
- Wrote reports, business correspondence, and procedure manuals for branch operations.
- Represented branch in court for delinquent accounts, ensuring legal compliance and recovery of assets.
Education
Bachelor - Business, Administration
Incomplete
Skills
Task prioritization
Incident documentation
Report writing
Attention to detail
Computer literacy
Data interpretation
Problem-solving
Crisis management
Time management
Emergency response coordination
Incident assessment
Access control
Safety protocols
Resource allocation
Communication skills
Incident analysis
Customer service
Accomplishments
- Supervised team of 13 staff members.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Attained the highest number of new credit accounts opened within a one-month timeframe.
Certification
- DCJS 99-1010509
- Driver's License April 2024 to July 2031
- CPR Certification October 2025 to October 2027
- LICENSE ID # 54D3C11
- Guard Card
- Non-CDL Class C
Languages
English
Timeline
Customer Service Account Specialist
City of Norfolk Water Utilities
06.2024 - 01.2026Read More
911 Emergency Dispatcher
Suffolk Police Department
01.2023 - CurrentRead More
Property Claims Adjuster
USAA INSURANCE
09.2021 - 12.2022Read More
Licensed Foster Care Resource Parent
Department of Social Services
01.2020 - 06.2023Read More
Customer Service/Sales Account Manager
Verizon-Newport News
03.2015 - 03.2020Read More
Branch Manager
Approve Cash Advance
08.2013 - 03.2015Read More
Strayer University
Bachelor from Business, Administration
Read More
Additional Information
Authorized to work in the US for any employer