Jylandria Shelton
Customer Success Manager
Stockton,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Customer Service Associate
Blue Shield of California, Correspondence
Lodi, United States, United States
08.2019 - 02.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns with plan details, claims, and billing issues.
- Offered basic technical support for clients on various aspects of the Blue Shield website.
- Explained Medicare plans and additional products to potential members and created customer awareness, interest and sales.
- Leveraged sales expertise to promote Blue Shield Medicare plans to capitalize on upsell opportunities.
- Developed documentation and logs of implemented solutions and generated and submitted reports for each interactions with members.
- Conducted training and mentored new hires to promote productivity, accuracy and commitment to friendly service.
Customer Service Representative Agent
Restoration Hardware
Tracy, CA
04.2018 - 07.2019
- Provided creative solutions to engage with a clients’ individual vision, by providing recommendations and complementing their existing purchases with Restoration Hardware.
- Leveraged sales expertise to promote RH and capitalized on upsell opportunities.
- Assisted customers with setting appointments, special order requests, and arranging merchandise delivery.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Built and maintained personal relationships with clients to ensure customer satisfaction, and to create a lasting relationship with the company.
Airline Customer Service Agent
Southwest Airlines
Los Angeles, CA
01.2017 - 08.2017
- Handled all aspects of ticketing, and checking in customers
- Handled all cash and credit card transactions in the purchase and refund of tickets for Southwest A-list customers
- Handled last minute changes in a timely and calm manner including over sales, delayed or canceled flights, and lost or damaged luggage.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used coordination and planning skills to achieve results according to schedule to make sure flights left on time.
Americorps Volunteer
Community Medical Centers, Inc
Stockton, CA
09.2015 - 07.2016
- Quickly responded to and resolved customer service inquiries via social media and review sites
- Created content and wrote news announcements for CMC's social media pages and website
- Utilized scheduling tools, such as Hootsuite to schedule social media post.
- Utilized Asana to coordinate projects to meet deliverables.
- Performed research to find articles, stories, resources, or other content that is relevant to CMC social media users to post on social media pages, and to keep up with latest trends.
- Maintained and constantly updated a monthly calendar of post for Social Media platforms.
- Utilized Microsoft; Excel, Outlook, PowerPoint, and Word to create presentations, flyers to communicate with the health education team.
Education
MBA - Marketing
Pepperdine Graziadio Business School
Malibu, CA 01.2020 - Current
Bachelor of Arts - Communication, General
University of California - Davis
Davis, CA 01.2013 - 01.2015
Associate of Arts - Multi-/Interdisciplinary Studies, Behavioral Science
San Joaquin Delta College
Stockton, CA 01.2010 - 01.2013
Skills
Asana
Microsoft OfficeMicrosoft WordHootsuite
Cross-functional team collaboration
Sales expertise
Customer Relations
Inter-department collaboration
Research and due diligence
Business Development
Pre-sales support
Program management expertise
Websites
Timeline
MBA - Marketing
Pepperdine Graziadio Business School
01.2020 - Current
Customer Service Associate
Blue Shield of California, Correspondence
08.2019 - 02.2021
Customer Service Representative Agent
Restoration Hardware
04.2018 - 07.2019
Airline Customer Service Agent
Southwest Airlines
01.2017 - 08.2017
Americorps Volunteer
Community Medical Centers, Inc
09.2015 - 07.2016
Bachelor of Arts - Communication, General
University of California - Davis
01.2013 - 01.2015
Associate of Arts - Multi-/Interdisciplinary Studies, Behavioral Science
San Joaquin Delta College
01.2010 - 01.2013