Sharonda Roberts

Meet Sharonda Roberts—a supervisor who has advanced within the project and Maximus. She is now focused on developing her employees into the best customer service representatives (CSRs) they can be.

How did you start on your project?

I started my career as a customer service representative in 2013. I had a lot to learn, but I knew I wanted to grow with the company. Luckily, I wasn’t new to the call center environment or to customer service as I had previously worked in a call center for eight and a half years.

There were a lot of hands-on trainers and supervisors that took the time to show me how to get things done and how the program operated. Once I got the hang of it, I pretty much took off.

How has your career progressed since joining the company?

I remained a CSR for about two years before deciding to advance my career. I was promoted once more as a CSR, where I remained for about nine months. That is when I had the opportunity to apply and become part of the Internal Support Group (ISG).

As an ISG CSR, I took great pleasure in assisting CSRs with resolving consumer issues. I remembered what it was like to be in those roles and made sure that I was always very patient and helpful.

Around 2019, I decided that it was time to apply for a supervisor position. I was so nervous and worked hard on my resume. I knew then that I was already feeling like a supervisor and ready for that role. I was offered a position as a supervisor, and I was so excited for this new journey!

What impact has Maximus had on you?

As a supervisor, I realized that I have a wealth of knowledge and experience to share. My greatest pleasure is to develop employees into the best CSRs that they can be. I do this by adapting my coaching style to the CSR, being personable, trustworthy, and firm.

I am so thankful that I’ve had the opportunity to advance within Maximus.