Shacole Sutton
Customer service
Frisco,TX
Summary
Innovative Call Center Representative with 8 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
3
3
years of professional experience
Work History
Unemployment Claims Specialist, Kansas
VDart Inc.
Alpharetta, GA
07.2021 - 12.2021
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Kept up-to-date with labor market information and professional developments by visiting training providers, professional bodies and employers.
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system.
- Interviewed applicants and explained scope of different available benefits.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests and personal inventories to assist clients in determining strengths and weaknesses.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Act as an liaison between clients and state unemployment/WOTC agencies through out the claims and or tax credit process.
- Review, investigate and respond to unemployment claims in a timely manner.
- Obtain supplementary separation documents from the client's employer.
- Provide appeal information and established time frames.
Recruitment Specialist, UPS
VDart Inc.
Alpharetta, GA
04.2021 - 07.2021
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Hired employees and initiated new hire paperwork process.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Supported management in developing and implementing personnel policies and procedures.
- Explained human resources policies, procedures, laws, standards and regulations to each employee.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Operated and maintained applicant tracking and candidate management systems.
- Maintained filing system of current, prospective and future positions.
- Verified applicant references and employment details.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
- Facilitated new employee orientations to foster positive team attitude.
Member Support Specialist
Teladoc
Lewisville, Texas
07.2018 - 12.2020
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Described product highlights and benefits to help guide purchasing decisions.
- Reduced average call time 100% with optimal call control and proper use of internal knowledge bases.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Handled over 120 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Devised workaround solutions for medical-related issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Dallas Can Acadmey
Dallas, TX2002
Skills
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Creative Problem Solving
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Calm and Professional Under Pressure
- De-escalation Techniques
- Multitasking and Prioritization
- Verbal and Written Communication
- Document and Records Management
- Proactive Self-Starter
- Multi-Line Phone Systems
- Inbound and Outbound Calling
- Call Volume and Quality Metrics
Timeline
Unemployment Claims Specialist, Kansas
VDart Inc.
07.2021 - 12.2021
Recruitment Specialist, UPS
VDart Inc.
04.2021 - 07.2021
Member Support Specialist
Teladoc
07.2018 - 12.2020
High School Diploma -
Dallas Can Acadmey