SHAKYRA HATTER
ENGLEWOOD,US
Summary
Customer Service Representative with over 10 years of experience optimizing client satisfaction through strategic problem-solving and effective communication. Demonstrates expertise in customer service processes and data analysis, utilizing skills in CRM and Salesforce to enhance service delivery and efficiency. Committed to continuous improvement and leveraging team leadership abilities to drive results and foster a customer-centric environment.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
OrthoFi Inc
Denver, CO
07.2024 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Responding to varies dental patient emails/text regarding payment and or past due balances.
- Promoting calling center locations to discuss payment plan options for patients
- Maintaining inbound and outbound queues
- Streamlined customer service processes and implemented proactive conflict resolution strategies, leading to enhanced client satisfaction and reduced escalation rates
- Analysed customer feedback patterns to develop targeted solutions for recurring issues, resulting in more efficient problem resolution and improved service delivery
Customer Service Representative
C4HCO
Denver, CO
09.2022 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
LINEN FLOAT LEAD
Hospital Cooperative Laundry
Denver, CO
06.2019 - 08.2022
- Maintained procedure room supplies and inventory by inspecting current stock, anticipating needs, placing and expediting orders and verifying receipt of shipments.
- Enforced provision of services in line with company standards.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Trained new members of guest service team.
CUSTOMER SERVICE SUPERVISOR
Shamrock Foods Company
Denver, CO
05.2015 - 06.2019
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintain quality controls of goods by verifying incoming and outgoing shipments.
Education
HIGH SCHOOL DIPLOMA - undefined
Overland High School
Aurora, CO08.2014
Skills
- Customer Service
- Shipping
- Inventory Management
- Data Analysis
- Project Management
- CRM
- Excel
- Call Center
- Problem Solving
- Team Leadership
- Quality Control
- Salesforce
- Softphone
Timeline
CUSTOMER SERVICE REPRESENTATIVE
OrthoFi Inc
07.2024 - Current
Customer Service Representative
C4HCO
09.2022 - 03.2024
LINEN FLOAT LEAD
Hospital Cooperative Laundry
06.2019 - 08.2022
CUSTOMER SERVICE SUPERVISOR
Shamrock Foods Company
05.2015 - 06.2019
HIGH SCHOOL DIPLOMA - undefined
Overland High School