Shalana Hill
Haltom City,Texas
Summary
Talented in finding balanced solutions and resolving conflicts. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Sutherland Global
Fort Worth, Texas
03.2024 - 05.2025
- Serving as primary point of contact for customers needing to resolve several issues and billing questions and concerns.
- Assisting customers with state to state transfers, POA's as needed, lien security information letters, and other lien maintenance needs.
- Provided technical support to internal customers in resolving their daily operational problems related to usage of Peoplesoft financials modules.
- Assisted customers with complex problems or complaints by providing detailed information about products or services offered.
- Assist customers with payments and payment options.
- Assist customers with deferrals and extensions and explaining verbatim stipulations of arrangements.
- Created and maintained accurate records of customer interactions using CRM software.
Customer Service Representative
Spectrum
Irving, TX
06.2023 - 02.2024
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Identified, researched, and resolved customer billing issues.
- Advised customers on premium billing policies and procedures.
- Resolve customers issues after researching account history and records indicating any errors.
Customer Service Specialist
ADT Security
Haltom City, TX
02.2020 - 01.2022
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Shared knowledge with team to foster growth and collaboration.
- Troubleshot customer issues using remote access software tools.
- Identified opportunities for continuous improvement in personal, departmental and organizational areas to enhance department and company performance.
Customer Service Agent
NTTA Toll Authority
Dallas, Texas
06.2017 - 12.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Assisted in the processing of new accounts by taking information, assisted with account changes, and fulfilled request. Processing typically included direct interface with customers as well as phone and email, chat interaction.
- Sorted, counted and batched and delivered mail and internal documents to appropriate parties. Ran internal department errands.
- Reviewed, updated, and/or corrected variance images through the ICRS system.
- Tag Inventory management consisting of checking in, clearing, recycling, data entry into TIMMS system, third party replenishment for tags and supplies, and shipping of tags to be refurbished to our third-party vendor.
- Practiced the ability to cope with job-related stress including but was not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volume that was required.
Service Desk Associate
Walmart
Benbrook, TX
02.2014 - 06.2017
- Provided customer service by acknowledging the customer and identifying customer's needs, assisted with purchasing decisions, located merchandise, resolved customers issues by actively listening to concerns.
- Promoted products and services, while maintaining a safe shopping environment.
- Answered customer questions about money services.
- Processed customer transactions and applied appropriate fees.
- Stocked and maintained money center area.
- Issued cash, change and electronic equipment to sales associates throughout facility, participating in end-of-shift accounting procedures to document handling of revenues.
- Maintained work area and kept cash drawer organized.
Education
High School Diploma -
Hall High School
Little Rock, AR05.2010
Associate of Science - Information Technology
Western Governors University
Salt Lake City, UTSkills
- HIPAA compliance
- Documentation procedures expert
- Data entry
- Patient scheduling
- Client scheduling
- Medical terminology
- CRM
- Call center operations
- Performance monitoring
- Providing customer support
- Critical thinking
- Active listening
- Communicating with customers and clients and accuracy
- KPIs
Timeline
Call Center Representative
Sutherland Global
03.2024 - 05.2025
Customer Service Representative
Spectrum
06.2023 - 02.2024
Customer Service Specialist
ADT Security
02.2020 - 01.2022
Customer Service Agent
NTTA Toll Authority
06.2017 - 12.2019
Service Desk Associate
Walmart
02.2014 - 06.2017
High School Diploma -
Hall High School
Associate of Science - Information Technology
Western Governors University
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