Cheryl A. Shrout-Hudson
Dallas,TX
Summary
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Genpact
12.2022 - Current
- Verified documents and analyzed data in response to queries regarding client applications.
- Responded to advanced issues with professional and relationship-focused approach.
- Trained staff members to implement and maintain approved and established process improvements in assigned functional areas.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Consulted with customers regarding needs and addressed concerns.
Process Associate (Seasonal)
Pilot Catastrophe
09.2022 - 11.2022
- Verified documents and analyzed data in response to queries regarding client applications.
- Responded to advanced issues with professional and relationship-focused approach.
- Kept meticulous reports and documentation detailing daily processing activities, updated logs and submitted timely reports for supervisor review.
- Communicated with management, line workers and customers to understand process improvement areas and collaborate for solutions.
Senior Representative
Iqor Holdings US
01.2020 - 09.2022
- Assisted the team supervisor with coaching and developing 10-15 agents to meet their performance goals
- Development Smart plans and provide High impact coaching for agents Assist all other leaderships and agents with any questions and information in regradsto processing cases
- Replying to emails
- Business Sales Order Processing
Business Care Account Manager
Capital One
07.2018 - 01.2020
- Scrub and process initial orders received through varies systems; eight
- Receive and process orders/cases via inbound calls
- Work with TFB, T-Mobile For Business, Direct-Indirect business sales support, Front end Collections
- Processed defements and due dates changes for bringing acccounts current if qualified
- Negotiated payments and set payment arrangments
- Determined reasoning for delinquency and assisted customers in resolving problems for their auto loans
- Appointed T-Mobile, Operated as a rate plan analyst maintaining accounts of business/consumer account holders
- Ordered necessary/recreational account products
- Relayed educational information on latest promotions to keep customers updated
Senior Representative
Iqor Holdings US
02.2018 - 07.2018
- Assisted the team supervisor with coaching and developing 10-15 agents to meet their performance goals
- Provided dynamic customer service while on escalation calls
- Excelled in listening to the customer’s needs
- Articulated product benefits that provides value to the customer; establishing a great rapport
Customer Service Representative
Iqor Holdings US
03.2016 - 01.2018
Front End Manager
Ross Department Store
11.2014 - 03.2016
- Created production schedules for cashiers
- Monitored store volume
- Handled cash and audits throughout the shift
- Observed intake and completed daily reports
Education
Madisonville High School
Certified Nurse Assistant -
Gary Job Corp
01.2009
Skills
- SPECIALIZED SKILLS/TRAINING
- Microsoft Office; Word, Excel, PowerPoint
- Systems: SalesForce, KANA, MARs, T-Star, BOSS, BOSS(i), Feeney
- Office Proficient & Computer Literate
- Productivity and Time Utilization
- Exceptional customer service
- Inbound and Outbound Calling
- Customer Complaint Resolution
- Customer Relationship Management
- Understanding Customer Needs
- Customer Service and Assistance
- Customer Service
- Account Management
Certification
Certified Nursing Aide
Timeline
Customer Service Associate
Genpact
12.2022 - Current
Process Associate (Seasonal)
Pilot Catastrophe
09.2022 - 11.2022
Senior Representative
Iqor Holdings US
01.2020 - 09.2022
Business Care Account Manager
Capital One
07.2018 - 01.2020
Senior Representative
Iqor Holdings US
02.2018 - 07.2018
Customer Service Representative
Iqor Holdings US
03.2016 - 01.2018
Front End Manager
Ross Department Store
11.2014 - 03.2016
Madisonville High School
Certified Nurse Assistant -
Gary Job Corp
Similar Profiles
Afreen FatimaAfreen Fatima
Process associate at GenpactProcess associate at Genpact
Pankaj VermaPankaj Verma
Senior Operations Manager at GenpactSenior Operations Manager at Genpact
Detravia ThomasDetravia Thomas
Customer service specialist at GenpactCustomer service specialist at Genpact
Ashish SikligarAshish Sikligar
Assistant Vice President, Operations at GenpactAssistant Vice President, Operations at Genpact
Toni YoungbloodToni Youngblood
Licensed Realtor at DFW Britestar Realty PLLCLicensed Realtor at DFW Britestar Realty PLLC