Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shakyla Flowers

Dearborn

Summary

Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.

Overview

8
8
years of professional experience

Work History

Escalation Agent Remote

Cater Care
02.2022 - 04.2025
  • Established rapport with disgruntled customers through active listening, demonstrating empathy, and offering tailored solutions.
  • Assisted in creating new training materials for incoming agents, resulting in a more consistent customer experience.
  • Served as a liaison between customers and other departments, facilitating resolution of complex issues involving multiple parties.
  • Provided feedback on agent performance, contributing to ongoing professional development and improved service delivery.

Insurance Representative Remote

Walgreens
02.2019 - 02.2022
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Responded to customer requests for products, services, and company information.

Escalation Agent

Dialog Direct
04.2017 - 05.2019
  • Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
  • Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
  • Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
  • Collaborated with team members to identify trends and recommend process improvements, leading to reduced call volume.

Education

High School Diploma -

Northwestern High
Detroit, MI
06-2015

Skills

  • Call center experience
  • Complaint handling
  • De-escalation techniques
  • Assertiveness
  • Client retention strategies
  • Complaint investigation

Timeline

Escalation Agent Remote

Cater Care
02.2022 - 04.2025

Insurance Representative Remote

Walgreens
02.2019 - 02.2022

Escalation Agent

Dialog Direct
04.2017 - 05.2019

High School Diploma -

Northwestern High

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