Raneshia Robertson
Varnville
Summary
Dynamic customer service professional with extensive experience at Shyft Off, excelling in problem-solving and CRM utilization. Proven track record of enhancing customer satisfaction and loyalty through effective communication and de-escalation techniques. Recognized for consistently exceeding performance targets while fostering team collaboration and maintaining professionalism in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Lead CSR
Shyft Off
01.2025 - Current
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Utilized CRM tools effectively to manage client information, streamline workflows, and track progress towards goals.
- Exceeded performance targets regularly by maintaining a high level of productivity and consistently delivering results.
- 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.
Customer Service Representative
Startek
01.2023 - 02.2024
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
Claims Representative
Arise
04.2021 - 01.2024
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Contributed to overall department success through regular participation in meetings, sharing ideas for improvement initiatives.
- Implemented process improvements based on feedback from clients and team members, driving continuous enhancements in efficiency and effectiveness in claims handling.
- Promoted a positive work environment by actively participating in team meetings, sharing best practices, and offering constructive feedback to peers.
- Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
Customer Service Advocate
Teleperformance USA
03.2018 - 12.2019
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Consistently met or exceeded performance metrics, demonstrating a commitment to excellence in all tasks undertaken.
- Mentored junior team members, sharing expertise in best practices for excellent customer service delivery.
- Achieved top-tier customer service ratings by effectively handling difficult situations with diplomacy and tact.
- Participated in ongoing training initiatives to maintain current knowledge of industry trends and best practices for superior service delivery.
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Managed high-volume inbound calls, maintaining professionalism under pressure.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Education
High School Diploma -
Jaha Education
Hampton ScSkills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Decision-making
- Microsoft Excel
- Call center experience
- Medical terminology
- Documentation
- Appointment scheduling
- Microsoft outlook
- Payment processing
- De-escalation techniques
- Customer relationship management (CRM)
- Active listening
- Computer proficiency
Timeline
Lead CSR
Shyft Off
01.2025 - Current
Customer Service Representative
Startek
01.2023 - 02.2024
Claims Representative
Arise
04.2021 - 01.2024
Customer Service Advocate
Teleperformance USA
03.2018 - 12.2019
High School Diploma -
Jaha Education
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