LaRanda Shelton
Sardinia,OH
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Click to Chat Customer Service Representative II
American Modern Insurance Group
Amelia, OH
03.2020 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Answered customer chats and calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Assistant General Manager
1st Stop
Winchester, OH
05.2015 - 02.2020
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Nurse Aide
Best Choice Home Care
West Union, OH
05.2011 - 06.2012
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Answered customer chats and calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
CCMA, CET, CPT - Nursing
MedTech College
Atlanta, GA12.2014
High School Diploma -
North Adams High School
Seaman, OH05.2011
Certified Nursing Assistant - Nursing/Phlebotomy
Career And Technical Center
West Union, OH05.2011
Skills
- CRM
- Processing
- Work Force Management Project
- Report Transcription
- TSM Escalation
- Amazing Team
- Retail Sales Customer Service
- Staff Training
- Report Preparation
- Business Development Understanding
- Microsoft Word
- Stocking and Replenishing
- Active Listening
- Microsoft Excel
- Customer Relations
- Quality Assurance Controls
- Computer Proficiency
- Promotional Support
- Typing Proficiency
- Call Triaging
- Documentation
Timeline
Click to Chat Customer Service Representative II
American Modern Insurance Group
03.2020 - Current
Assistant General Manager
1st Stop
05.2015 - 02.2020
Nurse Aide
Best Choice Home Care
05.2011 - 06.2012
CCMA, CET, CPT - Nursing
MedTech College
High School Diploma -
North Adams High School
Certified Nursing Assistant - Nursing/Phlebotomy
Career And Technical Center