Salesforce
Ann Shields
Senior Customer Service Representative
Lancaster,SC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Online Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process efficacy. Articulate, energetic and results-oriented with exemplary passion for developing time optimization, cultivating partnerships and growing successful customer relationships.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Senior Customer Service Representative
Paymentus
Charlotte, NC
03.2020 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Engaged clients in person and over phone to answer questions and address complaints.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Escalated issues to proper supervisors when standard processes were not effective.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Customer Service Representative Team Lead
United Healthcare Group
Charlotte, NC
02.2017 - 02.2020
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Handled day-to-day customer contact via phones, faxes and emails.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Education
Associate of Arts - Business Administration
Winthrop University
Rock Hill, SC 08.1982 - 05.1985
Skills
Complaint resolution
Report preparation
Technical Support
Administrative support
Multi-line phone talent
Creative problem solving
Account management
Recordkeeping strengths
Software
Zen Desk
PayPal
Venmo
Amazon Pay
Amazon Web Services
Timeline
Senior Customer Service Representative
Paymentus
03.2020 - Current
Customer Service Representative Team Lead
United Healthcare Group
02.2017 - 02.2020
Associate of Arts - Business Administration
Winthrop University
08.1982 - 05.1985