MESHALANNA COLEMAN
Bessemer City,NC
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
11
11
years of professional experience
Work History
Inbound Contact Center Representative
Humana
08.2020 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
Client Care Specialist
BB&T
11.2018 - 09.2019
- Answer incoming calls providing customer service to clients about banking and loan accounts
- Assisted clients with transaction and balance inquiries
- Submitted fraud claims, updated client personal account information, and assisted with online banking access
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
- Participated in regular team meetings to discuss strategies for enhancing overall client experience within the organization.
- Demonstrated empathy towards clients'' situations while maintaining professional boundaries and adhering to company policies.
Customer Service Representative/Senior Representative
Iqor, Inc.
10.2016 - 09.2018
- Provided training, monitoring and basic support to customer service representatives
- Handle escalated calls that the customer service representatives are unable to resolve
- Perform quality assurance checks on customer service representatives’ calls to ensure that proper procedure is being met
- Provide coaching and feedback to customer service representatives for future improvements on calls
- Answers incoming customer calls regarding billing issues, upgrades, service questions and general customer concerns
- Update customer information in the customer service database during and after each call
Sales Associate/Key Holder
Charlotte Russe
02.2014 - 02.2016
- Coached and trained sales associates on customer service experience behaviors
- Modeled customer service behaviors by greeting and developing rapport with customers, providing product information including features
- Provided feedback to sales associates both positive and constructive including performance documentation if necessary
- Assisted the store manager to communicate store priorities as determined by management and delegated tasks to sales associates accordingly
- Covered key areas of the store including shoes, fitting room, and cash wrap in a timely manner
Education
Bachelors of Science - Psychology
University of Phoenix
05.2019
BB&T Pre-Employment Skills Class -
Southeastern Community College
Whiteville, NC10.2018
High Diploma -
Whiteville High School
Whiteville, NC06.2012
Skills
- Basic computer navigation
- Keyboarding skills
- Multi-tasking
- Adaptability
- Fast paced environment
- Proficiency in Microsoft Office software
- Verbal and written communication
- Problem-solving skills
- Building rapport
- Complaint resolution
Timeline
Inbound Contact Center Representative
Humana
08.2020 - Current
Client Care Specialist
BB&T
11.2018 - 09.2019
Customer Service Representative/Senior Representative
Iqor, Inc.
10.2016 - 09.2018
Sales Associate/Key Holder
Charlotte Russe
02.2014 - 02.2016
Bachelors of Science - Psychology
University of Phoenix
BB&T Pre-Employment Skills Class -
Southeastern Community College
High Diploma -
Whiteville High School
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