Natrina Shaw
Milwaukee
Summary
Skilled in customer service and Microsoft Office Suite, I excel in high-pressure environments, as demonstrated at Walgreens where I significantly improved customer loyalty through effective complaint resolution. My expertise in active listening and critical thinking has consistently enhanced client satisfaction, showcasing my ability to transform challenges into solutions with professionalism and empathy.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
BuySeasons Enterprises
08.2021 - Current
Healthcare Customer Service Representative
Aria
08.2024 - 01.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Healthcare Customer Service Representative
Reliable Family Service
02.2019 - 05.2021
Customer Service Representative
Kohl's
05.2015 - 06.2018
- Demonstrated calmness in difficult situations to resolve issues.
Customer Service Representative
Walgreens
11.2012 - 09.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Fort Pierce Westwood High School
Ft. Pierce, FL06.2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Paperwork processing
- Product knowledge
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Clerical support
- Quality control
- Live chat support
- Dispute resolution
- Customer education
- Product and service solutions
- Coordination
- Sales expertise
- Assertiveness
Timeline
Healthcare Customer Service Representative
Aria
08.2024 - 01.2025
Customer Service Representative
BuySeasons Enterprises
08.2021 - Current
Healthcare Customer Service Representative
Reliable Family Service
02.2019 - 05.2021
Customer Service Representative
Kohl's
05.2015 - 06.2018
Customer Service Representative
Walgreens
11.2012 - 09.2014
Fort Pierce Westwood High School
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