LADAZIAH SHEARER
St Louis,MO
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Upbeat personality with the drive to sell. Goal-oriented team player who quickly adapts to changing demands and needs little or no supervision to complete tasks. Candidate can interview and begin as soon as possible.
Overview
9
9
years of professional experience
Work History
Customer Service Collector
US BANK Olivette
10.2022 - 06.2023
- Promptly answered up to 120 calls per shift within the company goal of 3 seconds , with a 98% success rate
- Apply problem solving skills to resolve customer inquiries ,disputes,and escalated using appropriate channels when necessary
- Performed collection activities in accordance with state and local collections laws to collect past due customer accounts
- Built trust with customers , resulting in an average customer satisfaction survey score of 98%
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Technical Support Representative
Spectrum Communications
07.2019 - 01.2022
- Completed technicians insight reports and input over 12,000 of sensitive data
- Multitasking; handle multiple projects and tasks simultaneously
- Answered Approximately 200 Calls Daily Utilizing a courteous and professional Manner
- Met and exceeded Daily productivity goals including high call volume and consistent data entry
- Assisted technicians in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
Fraud Prevention Representative
GC Services
11.2015 - 03.2018
- Received 100-125 daily inbound calls daily in a high-volume call center environment, emphasizing confidential, expedient customer service and satisfaction
- Received and released orders for customers from online or retail stores
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Customer Service Representative
Convergys
05.2014 - 11.2015
- Demonstrated superior service and professionalism while fielding 80-100 inbound customer calls daily
- Navigated systems efficiently while resolving customer issues
- Used troubleshooting tools for home security and cable equipment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Roosevelt High School
St Louis, MO05.2013
Skills
- Operating multiple Systems, 45 WPM Typing Skills, 10-Key, MS Office suite (Outlook, Word, and Excel), comfort using web browsers
- Communications and interpersonal skills
- Customer Retention Strategies
- Issue and Complaint Resolution
- Call Volume and Quality Metrics
- Handling Complaints
- Data Analysis and Modeling
- Management Abilities
- Understanding Customer Needs
- Customer Engagement
- Microsoft Office
- Purchase Orders
- Interpretation and Translation Services
- Customer Care
- Payment Collection
- Call Volume Analysis
- Call Control
- High-Volume Environments
- Microsoft PowerPoint
- Microsoft Word
- Technical Support
- POS Systems Expertise
- Call Center Operations
- Refund Processing
- Shipping and Receiving Understanding
- 10-Key
- Prioritization
Timeline
Customer Service Collector
US BANK Olivette
10.2022 - 06.2023
Technical Support Representative
Spectrum Communications
07.2019 - 01.2022
Fraud Prevention Representative
GC Services
11.2015 - 03.2018
Customer Service Representative
Convergys
05.2014 - 11.2015
High School Diploma -
Roosevelt High School
Similar Profiles
Steven J CarmanSteven J Carman
Fire Chief at City of OlivetteFire Chief at City of Olivette
Sidney ClarkSidney Clark
Mayor / City Council Member at The City Of OlivetteMayor / City Council Member at The City Of Olivette
Sarah RunserSarah Runser
Court Administrator at City Of OlivetteCourt Administrator at City Of Olivette