Cheryl A. Shrout-Hudson
Dallas,TX
Summary
Customer-focused and detail-oriented professional with 10 years of experience in remote customer service. Seeking to leverage excellent communication and problem-solving skills to deliver exceptional support and enhance customer satisfaction.
Assisted customers via email, chat, and phone, resolving inquiries and providing product information Achieved a customer satisfaction rating of 95% through prompt and courteous service. Collaborated with the product development team to address recurring issues and suggest improvements.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Genpact
Richardson, TX
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
Richardson, TX
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
Richardson, TX
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
Richardson, TX
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
Arlington, TX
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