LaShawnda Shandy
Humble,Texas
Summary
Dedicated and experienced Senior Customer Service Representative with a proven track record of providing exceptional customer care. Adept at handling diverse customer needs, resolving inquiries, and ensuring a positive customer experience. Seeking an opportunity to leverage the acquired skills and contribute to a dynamic customer service team.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative
The Travelers Co.
04.2018 - 04.2023
- Initial point of contact for customers, brokers, and claimants, establishing positive tone for The Travelers’ Claims experience.
- Managed incoming calls, capturing first notice of loss information and addressing customer inquiries and concerns.
- Specialized in handling diverse customer needs, providing detailed responses, and escalating urgent claims.
- Built customer relationships through attentive listening and effective application of product and system knowledge.
- Adapted communication styles to various customer scenarios, ensuring clear and positive interactions.
- Ensured accurate documentation of information, adhering to guidelines of multiple workflows.
Senior Risk Operations Analyst II
JP Morgan Chase
12.2011 - 04.2018
- Handled 100% phone-based customer interactions in call center environment, addressing inquiries and providing solutions.
- Demonstrated communication and negotiation skills, understanding customer needs and providing effective solutions.
- Managed customer data and interactions using advanced CRM software in fast-paced setting.
- Ensured compliance with regulatory and departmental practices in all customer interactions.
Customer Service Representative
Affiliated Computer Service
12.2005 - 04.2009
- Handled incoming calls and emails, addressing billing inquiries, service issues, and product queries.
- Kept up to date with cell phone models, service plans, and promotions, providing accurate information to customers.
- Assisted customers with troubleshooting common cell phone usage and service issues.
- Documented all interactions in CRM system, ensuring comprehensive records for future reference.
Education
Diploma -
Gulf Shores Academy
05.2002
Skills
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Proficient in CRM software and customer service procedures
- Adaptable and able to thrive in fast-paced environment
- Goal-oriented with focus on exceeding targets
- Detail-oriented with commitment to accurate documentation
References
Available upon request.
Accomplishments
- Demonstrated outstanding performance within one year of employment at JP Morgan Chase, leading to promotion to Senior Resolutions Specialist.
- As a Senior Resolutions Specialist, effectively handled escalated calls, resolving complex customer issues and ensuring customer satisfaction.
- Developed expertise in managing customer complaints, proactively addressing concerns, and providing timely resolutions.
Timeline
Senior Customer Service Representative
The Travelers Co.
04.2018 - 04.2023
Senior Risk Operations Analyst II
JP Morgan Chase
12.2011 - 04.2018
Customer Service Representative
Affiliated Computer Service
12.2005 - 04.2009
Diploma -
Gulf Shores Academy