Shakira Holmes
Selma
Summary
Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
InfoCision ( Remote )
12.2023 - Current
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Gathered customer feedback to suggest improvements for products and services.
- Identified opportunities to upsell additional services when appropriate.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Processed orders accurately and efficiently according to established procedures.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Recommended potential products or services to management by collecting customer information and analyzing customer needs.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
Customer Service Representative
Everise ( Remote )
10.2018 - 11.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
High School Diploma -
Selma High School
Selma, AL05-2013
Skills
- Customer Service
- Inbound Customer Service
- Billing & Collections
- Medicare
- Healthcare
- Claim Specialist
- Order Processing
- Call Documentation
- De-Escalation Techniques
- Credit card payment processing
- Effective Communication
- Decision-Making
- LiveChat Messaging
- Account Updates
- Written Communication
- Problem-solving abilities
- Inbound and Outbound Calling
- Teamwork and Collaboration
- Self Motivation
Timeline
Customer Care Representative
InfoCision ( Remote )
12.2023 - Current
Customer Service Representative
Everise ( Remote )
10.2018 - 11.2023
High School Diploma -
Selma High School
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