Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sharon Ferguson

Boston

Summary

Dynamic professional with extensive experience in client support and problem-solving at Kettle Cuisine, LLC. Proven ability to enhance customer loyalty through effective listening and empathetic resolution of conflicts. Skilled in Salesforce and EDI systems, consistently driving improvements in service delivery and team performance. Committed to fostering positive client relationships and achieving organizational goals.

Overview

35
35
years of professional experience

Work History

Supply Chain and Customer Service Rep

Kettle Cuisine, LLC
12.2013 - 01.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

Statewide Training Coordinator

Florida Legal Services
05.1998 - 10.2011
  • Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
  • Collaborated with department managers to design customized training plans aligned with organizational goals.
  • Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
  • Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
  • Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
  • Fostered culture of continuous improvement by soliciting and incorporating feedback from training participants into future sessions.
  • Coordinated with subject matter experts to ensure training content was accurate, relevant, and up-to-date, improving course effectiveness.
  • Built and maintained professional relationships with vendors and suppliers.

Office Manager

Florida Legal Services
05.1998 - 10.2004
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.

Assistant Buyer, Men's Tailored Clothing

Stein Mart
03.1997 - 04.1998
  • Reviewed proposals, qualified vendors, and recommended optimal suppliers.
  • Represented company at national and regional trade shows.
  • Collaborated with buyers for special events and seasonal promotions to maintain adequate product stock and drive sales.
  • Determined lowest possible cost, factoring in quality and reliability, and negotiated favorable contracts.
  • Interacted with vendors, store managers and other stakeholders to maintain on-time deliveries.
  • Communicated with suppliers to negotiate best pricing on apparel and accessories.
  • Studied and monitored market trends to identify potential suppliers.
  • Provided clerks with information to print on price tags such as price, mark-ups or mark-downs or style number.

Facilities and Procurement Manager

Greater Boston Legal Services
06.1989 - 01.1997
  • Evaluated supplier quotes based on purchasing procedures and competitiveness in quality, price and delivery.
  • Negotiated contracts with suppliers to obtain favorable terms and pricing.
  • Reduced procurement costs by implementing strategic sourcing initiatives and negotiating favorable contracts with suppliers.
  • Developed strong relationships with key suppliers, resulting in improved communication, better pricing, and reliable delivery schedules.
  • Collaborated with finance departments on budgeting and forecasting activities, ensuring accurate representation of procurement expenses and cost-saving opportunities.
  • Analyzed supplier contracts to confirm compliance with company policies and procedures.
  • Resolved invoice and payment issues to facilitate prompt payment to suppliers.

Welfare Advocate

Greater Boston Legal Services
03.1992 - 03.1993
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Delivered friendly service and offered expert support in every interaction.
  • Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
  • Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
  • Assisted with applications and collected required paperwork to help individuals register for supportive services.
  • Made referrals to appropriate services, following up to confirm patients received access to required care.
  • Conducted pre-screening activities to determine eligibility for supportive services.
  • Led community outreach initiatives, providing pro bono services that increased access to legal assistance for underserved communities.

Administrative Secretary/Legal Assistant

Greater Boston Legal Services
03.1989 - 03.1992
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Conducted research on behalf of executive staff members as required to support informed decision-making processes within the organization.
  • Enhanced office efficiency by organizing and maintaining filing systems, managing correspondence, and scheduling appointments.
  • Supported executive decision-making by preparing agendas, taking minutes during meetings, and distributing relevant information.

Education

High School Diploma -

Brighton High School
Brighton, MA

Skills

  • Client support
  • Effective listening skills
  • Problem-solving skills
  • Accurate data entry
  • Experience with Salesforce
  • Experience with EDI systems

Languages

American Sign Language
Limited Working

Timeline

Supply Chain and Customer Service Rep

Kettle Cuisine, LLC
12.2013 - 01.2024

Statewide Training Coordinator

Florida Legal Services
05.1998 - 10.2011

Office Manager

Florida Legal Services
05.1998 - 10.2004

Assistant Buyer, Men's Tailored Clothing

Stein Mart
03.1997 - 04.1998

Welfare Advocate

Greater Boston Legal Services
03.1992 - 03.1993

Facilities and Procurement Manager

Greater Boston Legal Services
06.1989 - 01.1997

Administrative Secretary/Legal Assistant

Greater Boston Legal Services
03.1989 - 03.1992

High School Diploma -

Brighton High School

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Sharon Ferguson