Shalandria Collins
Brandon,MS
Summary
Customer service professional with robust background in leading call center teams to success. Known for driving customer satisfaction and improving operational efficiency. Focused on team collaboration and adapting to dynamic work environments. Strong in conflict resolution and performance management.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Cigna
Remote
10.2022 - 11.2025
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Conducted regular performance reviews for team members, identifying strengths and areas for growth to enhance individual development plans.
- Exceeded monthly sales targets by leveraging upselling opportunities during interactions with customers.
Customer Service Team Lead
AT&T Mobility
Ocean Springs, MS
09.2020 - 12.2022
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Implemented feedback from management to continually improve performance metrics within the chat support team.
- Trained new agent support specialists, fostering a supportive work environment that encouraged growth and development.
Call Center Supervisor
Comcast
Madison, MS
11.2018 - 08.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
High School Diploma -
Mississippi Job Corp
Crystal Springs, MS02.2014
Skills
- Upselling and Cross Selling
- Inbound and Outbound Calling
- Team Management
- Typing Proficiency 65 WPM
- Call Monitoring
- Complaint Handling
- CRM Software Expertise
- Customer Service
- Policy Enforcement
- Client Relationship Building
- Call Center Experience
- Quality Assurance
Timeline
Senior Customer Service Representative
Cigna
10.2022 - 11.2025
Customer Service Team Lead
AT&T Mobility
09.2020 - 12.2022
Call Center Supervisor
Comcast
11.2018 - 08.2020
High School Diploma -
Mississippi Job Corp