SHAKEYA MORROW
Hickory,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Maximus
10.2024 - Current
- Handled inbound calls to the CSC for the state of Vermont's Medicaid program.
- Medicaid enrollments, terminations, ID cards.
- QHP (Marketplace Plans) - Enrollments, Terminations.
- Medicare Reporting and Coding.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Delivery Driver
FedEx
Lincolnton, NC
04.2024 - 09.2024
- Follow through and deliver all packages.
- Deliver and scan every package.
- Communicate promptly and effectively with management on time-critical issues.
- Basic map-reading abilities.
- Cellphone with text and data capabilities.
- Basic computer and data entry skills.
- Demonstrated proficiency in route operations.
- Verified deliveries against shipping instructions prior to delivering to customers.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
Demand Response Driver
Greenway Public Transportation
02.2023 - 03.2024
- Safely operates vehicle for the purpose of transporting passengers with physical disabilities and those in wheelchairs
- Folds, lifts, stores walkers and other assistive passenger devices
- Logs, reports, and maintains vehicle maintenance
Specialty Pharmacist
IBM
06.2022 - 12.2022
- Utilizes workflow tools to document customer requests and issue resolution to ensure proper handling and follow up of all inbound calls
- Refers unresolved issues to the appropriate area, (Dispute Resolution, Account Owners, etc.) via Workflow tool
Customer Care Representative
Alight Solutions
12.2021 - 03.2022
- Professionally and courteously handled inbound customer service and outbound calls in compliance with client policies and directives
- "Of service" attitude towards others and being a supportive teammate
Men's Shoes Sales Associate
Dillards, Inc.
06.2018 - 06.2020
- Greeting customers, responding to questions, improving engagement with merchandise, and providing outstanding customer service.
- Operating cash registers, managing financial transactions, and balancing drawers.
- Achieving established goals.
- Placed special orders or called other stores to find desired items.
- Processed returns and exchanges promptly according to company policies and procedures.
Education
Associates in Arts - Business
Catawba Valley Community College
12.2022
Certification of Phlebotomy -
Catawba Valley Community College
01.2017
High school or equivalent -
Fred T. Foard High School
06-2009
Skills
- Microsoft Office
- PeopleSoft
- Black Knight/3270
- Efficient Data Input
- Documentation
- Record Management
- Critical Thinking Skills
- Product Knowledge
- Sales Strategy Development
- Professional Networking Skills
- Business Acumen
- Conflict Management and Resolution
- Empathetic
- Comprehensive Policy Understanding
- Willingness to Learn
- Effective Time Management
- Call center experience
- Microsoft office expertise
- [Software] CRM system proficiency
- Technical troubleshooting
- Account updating
Timeline
Customer Service Representative
Maximus
10.2024 - Current
Delivery Driver
FedEx
04.2024 - 09.2024
Demand Response Driver
Greenway Public Transportation
02.2023 - 03.2024
Specialty Pharmacist
IBM
06.2022 - 12.2022
Customer Care Representative
Alight Solutions
12.2021 - 03.2022
Men's Shoes Sales Associate
Dillards, Inc.
06.2018 - 06.2020
Associates in Arts - Business
Catawba Valley Community College
Certification of Phlebotomy -
Catawba Valley Community College
High school or equivalent -
Fred T. Foard High School
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