Shalisha Mccray
Jacksonville,FL
Summary
Career-orientated individual seeking employment where I can utilize my experience and capabilities while acquiring new skills and contributing to the achievement of organizational goals. Demonstrated proficiencies in time management, leadership, and problem-solving. Substantial experience in customer service with recent emphasis in performance evaluation, quality assurance and workforce management.
Overview
4
4
years of professional experience
Work History
Customer Service Representative (Remote)
CareCentrix
01.2021 - 06.2023
- Provide real-time support and give clients helpful links Q&A sites to assist them with their issues
- Handle inbound message queries from clients via live chat platform
- Effectively and routinely balanced multiple customers through multiple chat sessions at one time
- Met or exceeded scorecard requirements for productivity, schedule adherence, quality and attendance
- Assisted customers with account inquiries through telephone calls and emails with a98% resolution rate
- Upheld quality control policies and procedures to increase customer satisfaction
- Handled disputes leading to reduction in complaints and an increase in customer satisfaction rates75%
- Eliminated customer complaints by53% through effective problem solving and training staff
Customer Service Representative (Remote)
Alcoria
08.2019 - 01.2021
- Performed company administrative duties clerical: Analyzed customer entries in company database for inaccuracies, responded to customer emails, developed call script for phone and email correspondence
- Verified details with policyholders and requested additional information
- Walked customers through the claim process, and answered any general questions
- Managed asset recoveries for claims, including salvage and subrogation
- Checked documentation for appropriate coding, catching errors and making revisions
Education
Diploma -
Zarepath Christian Academy
Skills
- Credit Card Payment Processing
- Problem Solving
- Goals Setting
- De-Escalation and Empathy Techniques
- Inventory Management
- Quality Assurance Experience
- Advance Microsoft Office Navigation
- Data Analyst & Relationship Building
- Customer Service
- Secret Clearance
- 70 WPM typing speed
- Customer Analysis
- CRM software
- Google Suite
- Collaboration
- Conflict Resolution
- Complaint resolution
ATTRIBUTES
- Proficient in Microsoft Office, Powerpoint, Excel, Windows, Outlook, Google suite.
- Exceeded day to day goals by100% by providing proactive and effective customer service.
- Demonstrated professional etiquette, improving positive feedback and5-star rating by98%.
- Drove quality insurance(QA) from an average of55% to98%
- Proficient in all general office skills: Data entry, chat, emailing, faxing and operating systems.
Timeline
Customer Service Representative (Remote)
CareCentrix
01.2021 - 06.2023
Customer Service Representative (Remote)
Alcoria
08.2019 - 01.2021
Diploma -
Zarepath Christian Academy