Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Shaina Marcelin

Orlando,FL

Summary

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

3
3
years of professional experience

Work History

Customer Experience Specialist (Remote)

Verizon Wireless
10.2021 - Current
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Cooperated closely with other departments to support achievement of customer experience outcomes.

Customer Service Representative ( Remote)

CVS Healthcare
04.2020 - 09.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

Associate of Arts -

Valencia College
Orlando, FL
07.2023

High School Diploma -

Maynard Evans High School
Orlando, FL
05.2019

Skills

    - Call center operations

    - High-volume environments

    - Customer support

    - Product and Service knowledge

    -Online Systems

    - Administrative and office support

    - Slack

    - Live chat messaging

Languages

English
Native or Bilingual
Creole
Native or Bilingual

Timeline

Customer Experience Specialist (Remote)

Verizon Wireless
10.2021 - Current

Customer Service Representative ( Remote)

CVS Healthcare
04.2020 - 09.2021

Associate of Arts -

Valencia College

High School Diploma -

Maynard Evans High School
Shaina Marcelin