Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shalema McGrier

HAMPTON,Georgia

Summary

Dedicated customer service professional well-versed in operating multi-line systems. Competent in administrative tasks such as photocopying and typing. Offering excellent organizational, communication and problem-solving abilities developed over 8 years of related experience.

Overview

8
8
years of professional experience

Work History

Switchboard Operator

Grady Memorial Hospital
03.2022 - 10.2023
  • Connected callers with appropriate professional, department, or business.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Answered calls on second ring and engaged customers with friendly, professional demeanor.
  • Documented messages and forwarded to correct individual.
  • Announced important information and emergency notifications over PA system.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.

Customer Service Representative

Teleporformance
03.2021 - 03.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.

Team Manager

Verizon Wireless
Work from Home, GA
01.2016 - 02.2021
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.

Education

GED - General Studies

Interboro Institute
New York, NY
06.2007

Skills

  • Telephone Operations
  • Multi-Line Phone Systems
  • Excellent Verbal Communication Skills
  • Epic/EMR Expertise
  • Call Routing
  • Answering Questions
  • Reservation Coordination

Timeline

Switchboard Operator

Grady Memorial Hospital
03.2022 - 10.2023

Customer Service Representative

Teleporformance
03.2021 - 03.2022

Team Manager

Verizon Wireless
01.2016 - 02.2021

GED - General Studies

Interboro Institute

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Shalema McGrier