Shakedra Toliver
Waco
Summary
Experienced professional with 9.5 years in customer service and vendor management. Skilled in data collection and effective communication to drive service improvements. Track record of achieving high customer satisfaction rates. Prepared to leverage these skills in a Quality Assurance/Customer Service Representative capacity.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Accenture
06.2025 - 08.2025
- Responded promptly to customer inquiries regarding products and services.
- Enhanced satisfaction by resolving concerns with accurate information.
- Developed extensive product knowledge for tailored recommendations.
- Assisted customers in navigating website and placing online orders.
- Collaborated with team members to establish best practices for service delivery.
- Addressed inquiries to ensure satisfaction and promote positive experiences.
Customer Service Representative
SSG-Support Services Group
11.2024 - 05.2025
- Managed high-stress scenarios effectively, ensuring professionalism while resolving disputes.
- Increased customer loyalty through empathetic resolution of complaints and concerns.
- Efficiently handled escalated calls, finding resolutions beneficial to both customers and company.
- Promptly responded to requests for product, service, and company information.
- Enhanced customer satisfaction by addressing issues quickly and accurately.
- Acquired strong product knowledge to deliver informed recommendations tailored to customers.
- Recorded all customer interactions meticulously for effective follow-up and resolution tracking.
Senior Process Associate
Genpact LLC
09.2022 - 12.2024
- Ability to comprehend information/data set and to deliver work as per agreed accuracy service levels along with good efficiency
- Verified documents and analyzed data in response to queries regarding client applications.
- Responded to advanced issues with professional and relationship-focused approach.
- Kept meticulous reports and documentation detailing daily processing activities, updated logs and submitted timely reports for supervisor review.
- Communication with the onshore team to get the resolutions on pending information
- Receive and respond to inbound customer calls/chats; capture and verify required information
- Comprehend customer requests, for products or services
- Provide information to the customer and place appropriate notes in the system indicating exactly what Customer Service Associate action was taken or needs to be taken; attentiveness to notes/customer interaction detail for auditing, reporting and customer experience purposes
- Ensure accurate security procedures are followed on all e-commerce customer interactions
- Deliver outstanding service to our high-value customers by providing outstanding service and solutions to grow customer relationships
- Act as a product knowledge specialist
- Provide excellent customer service and provide answers to customer questions within set standards
- Responsible for ensuring adherence to all operations and compliance procedures.
Patient Care Advocate
CareXm
08.2021 - 06.2022
- Helps patients communicate with their healthcare providers so they get the information they need to make decisions about their health care
- Also help patients set up appointments for doctor visits and medical tests
- Investigated and directed patient inquiries and complaints to appropriate medical staff members and followed up to ensure satisfactory resolution
- Referred patients to appropriate health care services or resources
- Explained policies, procedures and services to patients using medical and administrative knowledge
- Responded quickly to meet customer needs and resolve problems
- Defined problems, collected data, established facts and validated conclusions
- Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies
- Interviewed patients or representatives to identify problems relating to care.
Customer Service Representative
Agero Administrative Service CORP
10.2020 - 07.2021
- Updated and maintained database with accurate customer information and timely data entry
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Followed up with customers regarding product functionality and overall satisfaction
- Utilized automated systems to log and retrieve call information
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Responded to telephone inquiries and complaints following standard operating procedures
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Remained open to feedback from supervisor and peers to build and improve skill set
- Read from scripts to promote uniformity and consistency in communications
- Referred unresolved customer grievances to designated departments for further investigation
- Analyzed and collected customer information to prepare product or service reports
- Determined charges for services requested and arranged for billing
- Navigated multiple computer systems and applications and utilized search tools to find information
- Made appropriate account corrections to resolve customer problems
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Conferred with customers by telephone or in-person to provide product or service information.
Care Partner
Texas Home Health
01.2017 - 07.2020
- Protected health information according to HIPAA policies and procedures
- Responded to resident dining needs and assisted with feeding
- Reported health changes and provided proper documentation to appropriate staff
- Worked in cooperation with family and outside providers to meet physical and emotional needs of patient
- Offered safety guidance protection to increase mobility for clients with impaired judgment
- Engaged clients through conversation and companionship, promoting independence and social requirements
- Provided proper care and observation of patient's skin to prevent breakdown
- Assisted residents in activities of daily living to maintain health and dignity
- Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies
- Transported client to doctor's office and essential errands.
Customer Service Representative
Nexus Op
07.2016 - 03.2017
- Addressed customers courteously using suitable methods and problem-solving skills
- Provided account information to customers and explained bill service policies and customer rights
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Utilized automated systems to log and retrieve call information
- Updated and maintained database with accurate customer information and timely data entry
- Responded to telephone inquiries and complaints following standard operating procedures
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Determined charges for services requested and arranged for billing
- Navigated multiple computer systems and applications and utilized search tools to find information
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Home Health Care Aide
Bethany Home Health
02.2016 - 01.2017
- Assisted patients with bathing and grooming to encourage personal hygiene
- Provided support and personal services, enabling patients to stay in homes
- Advised on nutrition and housekeeping, supporting activities of daily living
- Monitored patient condition by taking measurements of temperature and blood pressure
- Prepared beds and changed linens, maximizing patient comfort
- Transported patients to bathroom and provided incontinent care
- Assisted mobility-challenged patients with access to beds, baths and wheelchairs
- Performed variety of duties as requested by client, such as obtaining household supplies and running errands
- Prepared and served meals in alignment with established dietary restrictions
- Administered prescribed medications according to physicians' orders.
Quality Care/Customer Service Representative
General Dynamics Information Technology
09.2015 - 12.2015
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Utilized automated systems to log and retrieve call information
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Updated and maintained database with accurate customer information and timely data entry
- Provided account information to customers and explained bill service policies and customer rights.
Community Relations/Events Coordinator
New Life Housing Foundation
12.2008 - 05.2011
- Worked with coworkers to complete tasks
- Developed departmental objectives, budgets, policies, procedures and strategies
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Duties include becoming acquainted with residents living at the property while serving as a resource and planning events.
Education
High School Diploma - undefined
Robinson High School
Robinson, TX06.2010
Skills
- Customer engagement and support
- Resolution of conflicts
- Trustworthiness and reliability
- Information management
- Friendly disposition
- IT skills
- Listening skills
- Solution-oriented mindset
- Ethical work standards
- Flexible working hours
Timeline
Customer Service Representative
Accenture
06.2025 - 08.2025
Customer Service Representative
SSG-Support Services Group
11.2024 - 05.2025
Senior Process Associate
Genpact LLC
09.2022 - 12.2024
Patient Care Advocate
CareXm
08.2021 - 06.2022
Customer Service Representative
Agero Administrative Service CORP
10.2020 - 07.2021
Care Partner
Texas Home Health
01.2017 - 07.2020
Customer Service Representative
Nexus Op
07.2016 - 03.2017
Home Health Care Aide
Bethany Home Health
02.2016 - 01.2017
Quality Care/Customer Service Representative
General Dynamics Information Technology
09.2015 - 12.2015
Community Relations/Events Coordinator
New Life Housing Foundation
12.2008 - 05.2011
High School Diploma - undefined
Robinson High School
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