Cherise Stevenson
Atlanta,GA
Summary
Service focused professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in training and development, relationship building, and 20 years of expertise in diverse service related roles.
Overview
23
23
years of professional experience
Work History
Documentation Coordinator
Hapag Lloyd Global Services
10.2020 - Current
- Work in conjunction with Global Service Center to ensure documents are prepared and delivered to customers and government/customs agencies regarding overseas export shipments.
- Work directly with customers regarding bills of lading discrepancies, container information or routing of cargo.
- Monitor workflow to assure documents are completed and released within specified timeframes to ensure timely delivery of cargo.
- Responsible for management of Vessel Voyage, Customs Manifest and any miscellaneous reports required.
- Notify customers of missing Export Customs references and communicates applicable charges, fees and fines.
- Manage over 50 calls per day.
CLAIMS ASSOCIATE
State Farm Insurance
03.2017 - 01.2019
- Worked productively in fast-moving work environment to process large volumes of claims.
- Updated claims system to track claim status and provide relevant information to other department.
- Followed up with customers on unresolved issues.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Conducted thorough property investigations to identify and classify damages for customer claims.
- Determined liability outlined in coverage and assessed documentation from police and healthcare providers to understand damages incurred.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Built relationships with clients through active listening and policy knowledge to provide excellent service.
- Delivered exemplary customer service and support by remaining poised in most stressful situations.
- Managed approximately 50 incoming calls from customers per day.
Customer Service Manager/RAM
AT&T
08.2008 - 07.2016
- Conduct team meetings, balance team workload & handle escalations while routinely exceeding monthly expectations; proficient in Total View measurements
- Improved customer satisfaction ratings and retention by addressing issues and fostering timely resolution
- Utilized exceptional communication to connect with customers, assess needs and present solutions
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
- Operated in dynamic, high-volume environments to provide skilled assistance to assigned customers each day
- Training SME and regularly mentored associates on performance-oriented strategies and customer service techniques
- RAM oversaw team of 12 customer service professional assisting multiple large business customers
- Primary daily support and project management for several multi-million dollar customers
- Process Improvement team for cross-channel disputes
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Researched and corrected customer concerns to promote company loyalty.
Customer Service Associate
AT&T
02.2001 - 08.2008
- SPOC for order processing initiation through implementation
- Subject Matter Expert on Error Correction, System Applications and Processes
- Maintain accurate Excel spreadsheets tracking training compliance
- Coordinate order processing with various departments including Network & Provisioning
- Center-wide Error SME to correct/resolve errors that prevent issued orders from billing & jeopardize revenue recovery
- Cross trained on multiple products and systems, Sales support for multi-regional projects (pre and post sales) regarding contracts and provisioning
- Received and resolved 75 plus calls per day
- Conduct one on one peer-to-peer training for newly rolled out applications
- Compiled customer feedback and recommended service delivery improvement to management
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained up-to-date knowledge of product and service changes
Education
Master of Science - Human Resource Management
Keller Graduate School of Management
Charlotte, NC2015
B.S - Technical Management/Project Management
DeVry University
Charlotte, NC2012
Skills
- Professional Communicator
- Methods & Procedures Contributor
- Multi-Tasking Expert
- Customer Relationship Management Software (CRM)
- Team Leadership
- Customer Satisfaction Expert
- Project planning and development
- Analytical & Prioritizing Skills
- Problem Solving & Conflict Resolution
- Process Improvement
- Contract Review and Recommendations
Timeline
Documentation Coordinator
Hapag Lloyd Global Services
10.2020 - Current
CLAIMS ASSOCIATE
State Farm Insurance
03.2017 - 01.2019
Customer Service Manager/RAM
AT&T
08.2008 - 07.2016
Customer Service Associate
AT&T
02.2001 - 08.2008
Master of Science - Human Resource Management
Keller Graduate School of Management
B.S - Technical Management/Project Management
DeVry University
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