Shemequa Cross
Atlanta,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. That
uses every customer interaction as an opportunity to improve professionally. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Specialist
BioIQ
Smyrna, GA
07.2020 - Current
- Communicated with customers through live chat or email to answer questions, solve problems and to troubleshoot
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Creating educational material, conducting training sessions, quality assurance
- Training employees, monitoring customer interactions, and provided feedback on where improvements can be made in addition to working closely with HR during hiring and on boarding.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 95%.
Work From Home Customer Service Agent
Alorica
College Park, GA
11.2019 - 03.2020
- Receiving and processing various incoming phone calls for clients in accordance with policies, procedures, quality standards, and federal laws and regulations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Responded to website and email inquiries within 2 business days to maintain customer satisfaction and generate positive reviews
- Documented calls according to company policies for use in performance measurement and business progress tracking
Client Services Representative
Tele Tech, Blue Cross/Blue Shield
College Park, GA
06.2019 - 03.2020
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Contacted clients to verify account information and maintain accuracy, resulting in 100 % increase in client satisfaction
Credit Card Customer Service Representative
SunTrust
Dunwoody , GA
11.2018 - 12.2019
- Received inbound customer calls related to credit and accounts receivable.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Processed recurring automated payments and credit card payments.
- Recommended products and services to meet customers' credit card and banking needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating
Customer Care Service Representative
State Farm
Dunwoody, GA
06.2017 - 01.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer requests for products, services and company information.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Maintained current product knowledge to meet customer needs and increase sales.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
911 Telecommunicator
IXP Corporation
Sandy Springs , GA
04.2014 - 04.2017
- Rapidly responded to customer calls by asking questions, analyzing situations, and dispatching emergency services using appropriate codes.
- Operated multi-line telephone console system, alerting system, and TDD system for deaf and hearing impaired
- Asked vital questions, provided pre-arrival instructions for medical emergencies, and performed emergency dispatch/crisis intervention services as needed
- Entered and modified information into local, state, and national computer databases.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
Communications Training Officer
ChatComm 911
Sandy Springs , GA
09.2015 - 04.2017
- Trained and supervised incoming dispatch personnel on how to rapidly respond to and handle emergency situations
- Provided initial training and routine follow-up with new employees to help with knowledge retention
- Delivered quality and effective training by adapting to individual learning styles
- Continuously assessed training needs of trainees to implement and administer ongoing training.
- Maintained training records to confirm all licenses and certificates comply with state and local regulations along with working closely with HR during on boarding and training.
Customer Care Service Representative
Donnelly Communications
Atlanta, GA
11.2013 - 01.2014
- Recommended, selected and helped locate and obtain out-of-stock products based on customer requests.
- Provided elevated customer experience to generate loyal clients.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
Home Depot Customer
Dompatci Management Solutions
Vinnings, GA
04.2013 - 08.2013
- Answered average of 45 calls per day by addressing customer inquiries, solving problems and providing new product information
- Served as first point of contact for customers when calling in for questions, concerns, and complaints
- Answered inbound phone calls, identified, and resolved caller needs, and provided pertinent information.
- Offered friendly and efficient service to customers, handled challenging situations with ease
Education
MPA - Public Administration
Ashford University
San Diego, CA06.2013
Bachelor of Arts - Mass Communications
Alabama State University
Montgomery, AL12.2010
Skills
- Efficient and Detail-Oriented
- Regulatory Compliance
- Multi-Line Phone Systems
- Computer Proficiency
- Microsoft Exchange
- Patient and Empathetic
- Customer Data Confidentiality
- Responding to Difficult Customers
- Verbal and Written Communication
- Multitasking and Prioritization
Timeline
Senior Customer Service Specialist
BioIQ
07.2020 - Current
Work From Home Customer Service Agent
Alorica
11.2019 - 03.2020
Client Services Representative
Tele Tech, Blue Cross/Blue Shield
06.2019 - 03.2020
Credit Card Customer Service Representative
SunTrust
11.2018 - 12.2019
Customer Care Service Representative
State Farm
06.2017 - 01.2018
Communications Training Officer
ChatComm 911
09.2015 - 04.2017
911 Telecommunicator
IXP Corporation
04.2014 - 04.2017
Customer Care Service Representative
Donnelly Communications
11.2013 - 01.2014
Home Depot Customer
Dompatci Management Solutions
04.2013 - 08.2013
MPA - Public Administration
Ashford University
Bachelor of Arts - Mass Communications
Alabama State University
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