Shakilah Nobles
Beaumont,United States
Summary
As a customer service professional with over 9 years of experience in the industry, I have a proven track record of building and maintaining strong, long-term relationships with customers. I am also certified in customer relationship management, which has given me a strong foundation in best practices for onboarding and retaining customers. My technical skills in a variety of CRM and Help Desk software also allows me to efficiently manage customer accounts and provide timely responses to customer inquiries. I am results-oriented ensuring day to day operational success while taking the appropriate measures to maintain and promote continuous improvement. .
Overview
11
11
years of professional experience
Work History
Customer Service Representative (Remote)
Ameritas
10.2019 - 12.2023
- Communicates by phone or written correspondence with policyholders, providers, plan participants, and field partners to answer general questions, process transactions, and resolve issues
- Follows departmental processes to process transactions, respond to inquiries, and provide information and solutions to customers
- Supports service delivery for multiple products using multiple systems within established metrics
- Handled high-volume of customer inquiries in a professional and timely manner
Customer Service Manager
Conduent
01.2017 - 04.2019
- Provided administrative and technical training and support to a team of 25 employees decreasing the lead time on executing inquiries and increasing the team’s customer service score.
- Analyzed customer data and trends to identify areas for improvement and to develop targeted strategies to increase customer satisfaction and retention. •
- Maintained customer satisfaction, resulting in a 30% increase in customer retention over a 12 month period.
- Developed an end to end problem solving process for employees reducing employer costs as employees were able to efficiently do their jobs within their schedules.
- Effectively utilized de-escalation tactics to resolve complex conflicts related to customers and employees
Customer Service Representative
West Corporations
12.2012 - 01.2017
- Answered phones with friendly greeting to create a positive inbound calling experience for customers.
- Promoted available products and services to customer during service, account management and order calls.
- Helped large volume of customers every day with work orders for the home issues and sent them off to dispatch department for processing.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Prairie View A & M University
Prairie View, TXSkills
- Effective Time Management
- Adaptability
- Excellent Work Ethic
- Strong Interpersonal Communication Skills
- Proficient at Data Entry
Timeline
Customer Service Representative (Remote)
Ameritas
10.2019 - 12.2023
Customer Service Manager
Conduent
01.2017 - 04.2019
Customer Service Representative
West Corporations
12.2012 - 01.2017
Prairie View A & M University
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