As President of LMR Associates, I am a customer service consultant for Optimatrix Health Solutions, Inc. as well as Cedars Sinai Medical Center. I evaluate each member of the HelpDesk team on a regular basis to ensure accountability, quality customer service, accuracy in problem analysis, and timeliness in problem resolution. I listen to calls, monitor the lifecycle of the problem, and give direct feedback to the HelpDesk Analyst. This feedback comes from clients/users, and I discuss how the call was handled with the analyst. It has been my pleasure to know Sharon Soong quite well in her role as an Information System Support Analyst on the HelpDesk team.

My evaluation of Sharon is, without exaggeration, nothing short of excellent. Her willingness to learn, take action, and follow-up in a professional manner is superb. Sharon is outstanding at providing quality customer service: she is totally accountable to her customers and peers; she consistently follows through on issues, while providing her clients with status; and she possesses excellent judgement and diplomacy on sensitive issues.

Sharon has the following excellent problem solving analytical skills:

• consistency in her accuracy in determining the nature of the problem.
• consistently providing timely information to facilitate problem resolution.
• high knowledge and a willingness to proactively find a solution.

On many occasions, Sharon is able to address issues with the clients/users before they become major problems. In addition, Sharon is totally focused and has excellent listening skills. She is great at establishing a friendly, professional rapport with clients and co-workers, fostering good working relationships.

Sharon is totally dedicated to being the best and I would highly recommend her to any prospective employer.

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