Sharonda G. Email & Phone Number

-Work with end users to understand their interaction with the system and provide proactive communication and training to key stakeholders-Manage the process to intake requests, track progress and provide status to stakeholders-Assist in the management and resolution of operational issues that have potential to negatively impact the customer experience-Monitor and measure system performance and report to key stakeholders-Work cross-functionally (Communications, IT, Systems, Marketing, etc.) to execute improvements in our systems- Create standard operating procedures (SOPs) that support customer systems and end-user training. - Perform quarterly testing -Manage access to the CRM -Run daily queries using SQL

- Serve as opinion and partner for business projects, communications, policy updates, and enhancements - Managed the knowledge-based system and online reference portals by effectively identifying content and maintaining links- Research, create and distribute communications about operational issues impacting customers and employee productivity

Greater Atlanta Area

-SME for online support via chat/email

Greater Atlanta Area

-Responsible for handling inbound customer service calls while upholding a well-mannered level of professionalism

Master Of Business Administration - Mba

Bachelor Of Applied Science (B.A.Sc.), Psychology