Open to opportunities

Sherica Couch

@shericacouch

Message

Customer service specialist focused on high-volume support and resolution.

United States

Message

What I'm looking for

I seek remote customer-facing roles where I can use my call-center, CRM, and emergency response experience to improve customer outcomes and meet clear performance goals.

I am a customer service professional with extensive experience in high-volume call handling, conflict resolution, and emergency response coordination. I consistently meet service level goals, maintain detailed CRM records, and use active listening to deliver tailored support that improves customer satisfaction.

Across remote call-center and monitoring roles, I have answered 60+ calls per shift, managed senior emergency alerts including dispatching authorities, and conducted market research interviews with data logged into SQL. I bring a calm, professional demeanor and a strong track record of following procedures while achieving quality and productivity targets.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Service Representative

Current

In Touch Solutions LLC

Mar 2023 - Present (2 years 11 months)

Handle over 60 calls per shift in a high-volume remote call center, meeting service level, handle time, and quality targets while delivering tailored support to improve customer satisfaction.

Customer Service CRM Software Outbound Calling Call Center Operations Active Listening Conflict Management

Remote Customer Response Agent

Uplift Senior Safety

May 2019 - Feb 2023 (3 years 9 months)

Monitored senior emergency alert system, responded to alerts with outbound calls, dispatched appropriate responders, and maintained detailed CRM records while following SOPs to resolve customer emergencies.

Customer Service Emergency Response CRM Software Outbound Calling Active Listening Record keeping Dispatch Coordination

Call Center Market Research Interviewer

NORC

Aug 2016 - Jan 2019 (2 years 5 months)

Conducted telephone interviews for consumer behavior studies, logged responses into a SQL database, and adhered to scripts and supervisor guidelines to ensure data quality despite challenging respondent interactions.

Telephonic Interviewing SQL Data Entry Quality Assurance Patience