Shabrekia Collier
Longview
Summary
Organized and efficient Data Entry Clerk with experience in data organization, proofreading and word processing. Multi-talented in smoothly handling office administration support tasks. Team player works to support group efforts to meet critical deadlines.
Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.
Overview
5
5
years of professional experience
Work History
Data Entry Clerk
Liberty Mutual, Safeco
09.2024 - Current
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Utilized data visualization tools to effectively communicate business insights.
- Used statistical methods to analyze data and generate useful business reports.
Senior Customer Service Representative
Nations Star Mortgage Dba Mr Cooper
04.2023 - 12.2024
- Received 40-50 inbound and outbound calls daily.
- Resolved customer service issues using company processes and policies and provided updates to customers as well as .
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolving customers mortgage and escrow related inquires.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Met, often times exceeding, customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Advanced CSR
Everise
09.2021 - 04.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Senior Key Holder
Dollar General
01.2020 - 09.2021
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Managed store personnel by delegating tasks and supervising daily operations.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Performed cash, card, and check transactions to complete customer purchases.
- Prepared and deposited the days earnings.
Education
No Degree - Paralegal Studies
University of Texas At Austin
Austin, TX08-2026
High School Diploma -
Longview High School
Longview, TX05-2011
Skills
- Escalation management
- Membership renewals
- Representative training
- Call control
- Database research
- Quality assurance
- Payment processing
- De-escalation techniques
- Call center experience
- Account management
- Database management
- Email management
Timeline
Data Entry Clerk
Liberty Mutual, Safeco
09.2024 - Current
Senior Customer Service Representative
Nations Star Mortgage Dba Mr Cooper
04.2023 - 12.2024
Advanced CSR
Everise
09.2021 - 04.2023
Senior Key Holder
Dollar General
01.2020 - 09.2021
No Degree - Paralegal Studies
University of Texas At Austin
High School Diploma -
Longview High School
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