Kadeiah Shufford
Brewto,AL
Summary
A dynamic professional with extensive experience in customer service and problem-solving, notably at Alorcia. Excelled in enhancing customer satisfaction and streamlining processes, demonstrating exceptional interpersonal skills and proficiency in CRM software. Achieved significant improvements in call resolution efficiency, showcasing a blend of technical savvy and empathetic communication.
Customer service professional with proven track record in delivering exceptional client support. Expertise in managing inbound and outbound calls, ensuring customer satisfaction through effective problem-solving. Known for strong teamwork and adaptability to dynamic environments, coupled with excellent communication and interpersonal skills.
Overview
6
6
years of professional experience
Work History
Call Agent
Alorcia
Brewton, AL
01.2024 - 07.2024
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Partnered with other departments to address cross-functional concerns, facilitating issue resolution more efficiently.
- Streamlined processes for improved efficiency, leading to shorter wait times for customers.
- Provided constructive feedback during regular team meetings, helping drive continuous improvement within the department.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Boosted sales by offering tailored recommendations based on customer needs and preferences.
- Identified recurring issues or trends in customer complaints, leading to improvements in products or services as a result.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Placed orders, located products and services and troubleshot issues to meet customer needs.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Connected callers with appropriate professional, department, or business.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
Claims Adjuster
Claims Department
Brewton, AL
03.2022 - 01.2024
Call Center Representative
Everse
Brewton, AL
01.2022 - 12.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Administrative Assistant/Customer Service
Team Adaptive
Brewton, AL
05.2021 - 12.2021
Customer Service Call Center Representative
Support Ninja Healthcare’ WFH
Brewton, AL
01.2018 - 05.2021
Education
Graduate Certificate - Certified Clinical Medical Assistant
JES Healthcare LLC
Montgomery, AL11.2018
High School Diploma -
T.R. Miller High School
Brewton, AL05.2013
Skills
- Problem-solving skills
- Call center experience
- Answering questions
- Customer communications
- Resolving issues
- Data gathering
- Gathering information
- Interpersonal skills
- Goal oriented
- Quality control
- Customer service
- Client service
- Clear communication
- Front desk operations
- Greeting customers
- Proficient in software
- Clerical support
- Teamwork
- Attention to detail
- Time management
- Multitasking
- Excellent communication
- Reliability
- Organizational skills
- Adaptability and flexibility
- Decision-making
- Scheduling appointments
- Team building
- Self motivation
- Task prioritization
- Professionalism
- Call monitoring
- Administrative support
- Office equipment operation
- Telephone etiquette
- Professional demeanor
- Call routing
- Information processing
- Directory assistance
- Assist callers
- CRM software use
- Customer inquiry response
- Call logging
Timeline
Call Agent
Alorcia
01.2024 - 07.2024
Claims Adjuster
Claims Department
03.2022 - 01.2024
Call Center Representative
Everse
01.2022 - 12.2023
Administrative Assistant/Customer Service
Team Adaptive
05.2021 - 12.2021
Customer Service Call Center Representative
Support Ninja Healthcare’ WFH
01.2018 - 05.2021
Graduate Certificate - Certified Clinical Medical Assistant
JES Healthcare LLC
High School Diploma -
T.R. Miller High School