Sheryl Glover
Customer Service Team Lead at Lighthouse Works
Based in Rockford, United States
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Seniority
Manager
Department
Customer/Client Service
Location
Rockford
Industry
Non-profit Organizations
Company size
96
Contact information
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s•••••••@lighthouseworks.org
Phone
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Background
About Sheryl Glover
I currently hold the position of Customer Care Professional, in which I handle inbound customer service calls. I have the pleasure of assisting my customers by providing pertinent information related to their cases. I work remotely, and I am able to be empathetic and attentive to my customers needs. I have the ability to multitask by utilizing multiple databases and programs. I also held the position of team Lead, in which I had my own team of agents. I disseminated updates to contract, policies, and procedures. I monitored KPI’s and agent live calls, and then met with agents, one on one to provide feedback and encouragement, as well as areas of growth, or improvements needed. I participated in management meetings, maintained attendance and payroll, and approved / denied agent time-off requests. I also initiated and completed action plans and Disciplinary action as needed. It was great to be a part of a collaborative leadership team.
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