SHADRICKA WILSON
Baton Rouge,LA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Call Center Customer Service Representative
BroadPath Healthcare Solutions
03.2022 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered over 50-100 calls per shift to meet fast-paced call center demands
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Helped clients navigate online systems within established frameworks to obtain services.
Team Member
Americas Thrift Stores
08.2021 - 03.2022
- Built and maintained working relationships with peers and upper management.
- Upheld high standards of productivity and quality in operations.
- Assisted newly hired team members by explaining company procedures and safety requirements.
- Trained new team members using approved training materials and information.
- Collaborated with peers to meet strategic objectives and deliver on productivity and profitability targets.
- Followed production orders and company standards to exceed quality scores on consistent basis.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Participated in and contributed to meetings by sharing concerns and ideas for improvements.
Call Center Representative
Cura Hospitality, Elior North America
12.2019 - 12.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Educated customers on company systems, form completion and access to services
- Boosted customer service satisfaction ratings through consistent quality control
- Engaged in learning and development opportunities to promote continued performance improvement
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Assisted customers by answering questions and responding to inquiries
Digital Personal Shopper
Walmart
Baton Rouge, LA
02.2021 - 08.2021
- Satisfied customers with quick, accurate service under tight deadlines.
- Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
- Practiced clean and sanitary shopping with minimal product handling and used safety kits diligently to protect customers and others.
- Completed pickup and shopping orders for customers within local area.
- Assisted teammates with daily tasks during peak periods.
- Secured and stored items until customer pickup.
Assistant Manager
Dollar General
Baton Rouge, LA
09.2020 - 02.2021
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
Assistant Manager
Dollar General
Houston, TX
12.2014 - 10.2019
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
Hotel Front Desk Clerk
Best Western
Houston, TX
12.2016 - 10.2017
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Arranged special accommodations for guests to enhance visitor experiences.
- Facilitated successful front desk operations for high-volume hotel.
Education
Bachelor of Science - medical office specialist in healthcare management
The College of Health Care Professions
08.2022
Skills
- Call center operations
- Account management
- Efficient and Detail-Oriented
- Inbound and Outbound Calling
- Building Customer Trust and Loyalty
- Training and development
- Data Entry and Maintenance
- Interpersonal skills
- Analytical abilities
- Call control skills
- Goal-oriented
- Supervision & leadership
- High-Volume Environments
- Call Documentation
- Customer Retention Strategies
- Courteous with Strong Service Mindset
- Team-Oriented and Cooperative
- Establishing and Maintaining Customer Relationships
- Productivity Management
- Managing Phone Systems
- Excellent Attention to Detail
- Call Volume and Quality Metrics
- Proactive Self-Starter
Timeline
Call Center Customer Service Representative
BroadPath Healthcare Solutions
03.2022 - Current
Team Member
Americas Thrift Stores
08.2021 - 03.2022
Digital Personal Shopper
Walmart
02.2021 - 08.2021
Assistant Manager
Dollar General
09.2020 - 02.2021
Call Center Representative
Cura Hospitality, Elior North America
12.2019 - 12.2021
Hotel Front Desk Clerk
Best Western
12.2016 - 10.2017
Assistant Manager
Dollar General
12.2014 - 10.2019
Bachelor of Science - medical office specialist in healthcare management
The College of Health Care Professions
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