Debbie Shaw
Austell,GA
Summary
Dedicated and results-oriented customer service professional seeking to leverage 10 plus years of experience in delivering exceptional customer support. Adept at resolving customer inquiries and issues promptly to ensure a positive customer experience and enhance customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Integrated Insurance Company LLC
Austell, GA
05.2022 - Current
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner, addressing concerns and resolving issues to the satisfaction of the customer
- Handle escalated customer complaints with empathy and patience, working to find swift and satisfactory resolutions while maintaining a high level of professionalism
- Collaborate closely with the sales and technical support teams to streamline communication and ensure consistent customer service across all channels
- Utilize CRM software to maintain accurate records of customer interactions, monitor customer trends, and identify opportunities for process improvement
- Participate in ongoing training sessions to stay updated on product knowledge, customer service best practices, and company policies.
Customer Support Specialist
United Parcel Services
Atlanta, GA
11.2014 - Current
- Provided frontline support to customers via phone and email, troubleshooting technical issues, and guiding users through problem-solving steps
- Documented customer feedback and reported recurring issues to the product development team, contributing to product improvement and enhancement
- Assisted in the development of support documentation, including FAQs, troubleshooting guides, and knowledge base articles, to empower customers to resolve common issues independently
- Recognized for consistently meeting or exceeding customer service metrics, including average response time, customer satisfaction ratings, and resolution time.
Education
High School Diploma -
Hardaway High School
Skills
- Excellent verbal and written communication skills
- Strong problem-solving and critical thinking abilities
- Proficient in CRM software and Microsoft Office Suite
- Solid understanding of customer relationship management principles
- Exceptional interpersonal skills and ability to work effectively in a team environment
Certification
- Licensed Life/Health Agents
- Advanced Communication Skills Workshop
References
Available upon request
Timeline
Customer Service Representative
Integrated Insurance Company LLC
05.2022 - Current
Customer Support Specialist
United Parcel Services
11.2014 - Current
High School Diploma -
Hardaway High School