Marcellena Shamley
Brookfield,WI
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.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Pic N Save
11.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Mailroom Team Lead
Anthem Blue Cross And Blue Shield
07.2021 - Current
- Improved mailroom efficiency by implementing new sorting and distribution processes.
- Reduced mail delivery time for company-wide correspondence through the development of streamlined routing procedures.
- Managed a team of mailroom staff, fostering a positive work environment that encouraged collaboration and productivity.
- Increased accuracy of mail distribution with the implementation of an automated tracking system.
- Ensured timely processing and delivery of incoming packages to appropriate departments, maintaining high levels of customer satisfaction.
- Developed training materials for new hires, resulting in shorter onboarding times and improved employee performance.
Education
Associate of Applied Science - Paralegal Studies
Blackstone Career Institute
Allentown, PA06.2024
Skills
- Data Entry
- Account updating
- Paperwork Processing
- Product Knowledge
- Scheduling
- Information Security
- Consultative Sales
- Clerical Support
- Active Listening
- Delivery Scheduling
- Product and service solutions
- Filing
- Documentation
- Live chat support
- Customer Education
Timeline
Customer Service Representative
Pic N Save
11.2023 - Current
Mailroom Team Lead
Anthem Blue Cross And Blue Shield
07.2021 - Current
Associate of Applied Science - Paralegal Studies
Blackstone Career Institute