Sharon Pou

Results-driven Customer Service Manager with over 10 years of experience in public service and leadership roles. Adept at leading teams, improving operational efficiencies, and delivering exceptional customer service. Strong organizational and managerial skills, with expertise in team development, payroll management, and customer relationship management. Bilingual in English and Spanish, with a proven track record of enhancing office operations and ensuring a seamless customer experience.

Customer Service Manager - Lee County Tax Collector - Fort Myers, FL

(2021-01)

• Lead and manage a diverse team, overseeing a wide range of customer transactions, including DMV/DL services, Business Tax, and Concealed Weapon Licenses.
• Supervise daily operations, ensuring the accurate completion of financial reports, audits, and transactions.
• Manage payroll via Paylocity and monitor office inventory to ensure adequate resources for daily operations.
• Conduct performance evaluations, provide coaching, and set actionable goals to maintain high service standards.
• Oversee the Q-Matic system to optimize customer flow and service efficiency.
• Handle escalated customer inquiries, providing resolutions and maintaining customer satisfaction.

Customer Service Assistant Manager - Lee County Tax Collector - Fort Myers, FL

(2019-01 - 2021-12)

• Assisted in managing the daily operations of DMV/DL, Business Tax, and Concealed Weapon License services.
• Maintained office inventory and ensured the timely completion of daily clerical reports and audits.
• Managed office payroll using Epicor and supported the performance evaluation process.
• Collaborated with clerks to ensure smooth customer interactions, resolving issues and promoting excellent service delivery.

Customer Service Lead Supervisor - Lee County Tax Collector - Fort Myers, FL

(2018-01 - 2019-12)

• Supervised a team of 26 customer service representatives, ensuring effective service delivery and adherence to office policies.
• Managed and updated clerical reports, including payroll in Epicor, and ensured proper staffing and resources.
• Optimized customer service delivery by overseeing the Q-flow system, improving wait times and service efficiency.
• Provided leadership and guidance, maintaining a high standard of performance and customer satisfaction.

Customer Service Specialist - Lee County Tax Collector - Fort Myers, FL

(2012-01 - 2018-12)

• Delivered efficient and courteous service for DMV/DL transactions, Local Business Tax processes, and Real Estate/Tangible Tax collections.
• Dealer area - assisted car/boat dealers and towing companies with paperwork processing and ensured accurate documentation.
• Addressed customer inquiries and resolved issues promptly, consistently ensuring satisfaction.

Franchise Owner - Jan-Pro - Fort Myers, FL

(2015-01)

• Negotiated and secured commercial cleaning service contracts with local Lee County businesses.
• Led a small team, driving monthly goals and ensuring consistent service quality and client retention.
• Managed day-to-day operations, including financials, service delivery, and client communications.

President - Metro Motor Sales - Fort Myers, FL

(2010-01 - 2012-12)

• Managed financial transactions for an independent car dealership, including payroll, DMV compliance, collections, and marketing.
• Oversaw day-to-day operations to ensure compliance with industry regulations and efficiency in business operations.

Certified Public Manager - Florida State University (2020-01 - 2020-12)

EDP1 Class (2018-01 - 2018-12)

Real Estate Studies - Real Estate - Azure Tide School of Real Estate (2017-01 - 2017-12)

Auto Finance Certification - Auto Finance - Credit Acceptance Corporation (2011-01 - 2011-12)

High School Diploma - Ramon Rodriguez Diaz High School