Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

SHALLACE BURRISE

Fresno,CA

Summary

Dynamic customer service professional with extensive experience at Aetna, adept at enhancing customer satisfaction through effective communication and problem-solving. Proven ability to streamline processes and build strong relationships, resulting in increased loyalty. Skilled in managing sensitive information and utilizing technology to improve service delivery in fast-paced environments.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Contact Representative

IRS
07.2024 - Current
  • COMMUNICATES IN ENGLISH WITH INDIVIDUAL TAXPAYERS, THEIR REPRESENTATIVES, PROFESSIONAL STAKEHOLDERS, AND OTHER GOVERNMENT OFFICIALS
  • MAKES DETERMINATIONS AND USES SOUND JUDGMENT
  • EFFECTIVELY AND PROFESSIONALLY COMMUNICATED SPECIALIZED INFORMATION ORALLY OR IN WRITING WITH INTERNAL AND EXTERNAL CUSTOMERS
  • DEVELOPED, ANALYZED, AND EVALUATED INFORMATION INVOLVING THE RESEARCH OF RECORDS AND THE NATURE OF EACH INQUIRY INCLUDING THE WAY IT WAS PRESENTED IN ORDER TO INFORM AND ADVISE
  • ELICITED SENSITIVE, PERSONAL, AND FINANCIAL INFORMATION, FOR EXAMPLE INNOCENT SPOUSE DETERMINATIONS, BANKRUPTCIES, OR DRAWN-OUT INFORMATION

DSP

E&S Residential Care Services
10.2023 - 03.2024
  • Coordinate medical care with physicians
  • Assist with daily living skills/ADLs
  • Good Telephone Etiquette
  • Cpr/first aid certified
  • Calm Under Pressure
  • Relationship Building
  • Medical records/charting
  • Vitals & Medication management, Nutritional management and oversight input/output, Answer patient calls, Wound care, Repositioning patients who are bedridden, Assist with daily living skills & physical mobility/ADLs, Medical care coordination, Ensured sanitized and comfortable environment

CSR

T Mobile Retailer
09.2022 - 10.2023
  • Supervision and leadership
  • HIPAA Certified
  • Vital signs
  • Wound care
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently
  • Contributed to company growth by consistently meeting and exceeding sales targets
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations
  • Streamlined communication between departments, ensuring timely resolution of customer concerns
  • Identified opportunities for process improvements, leading to increased efficiency in handling customer interactions

Customer Service Representative

Aetna
Fresno
06.2021 - 04.2022
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
  • Streamlined call center processes for improved efficiency and reduced wait times
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business

Customer Service Representative

Alorica
06.2016 - 03.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
  • Streamlined call center processes for improved efficiency and reduced wait times
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
  • Assisted customers in navigating company website and placing online orders, improving overall user experience
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team

Overnight Stocker

Walmart
11.2015 - 06.2016
  • Streamlined overnight stock processes by implementing efficient organization and product placement techniques
  • Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement
  • Reduced inventory discrepancies by accurately counting and documenting incoming merchandise shipments
  • Collaborated with fellow team members, ensuring consistent communication and task distribution for a successful restocking process

DSP / Nursing Assistant

Grandmother
04.2007 - 01.2015
  • Vitals & Medication management, Nutritional management, Answer patient calls, Assist with daily living skills/ADLs, Medical care coordination

Education

Diploma -

Rossevelt High School
Fresno, CA
06.2010

Skills

  • Organizational skills
  • Interpersonal communication
  • Time management
  • Problem solving
  • Written communication
  • Oral communication
  • Customer service
  • Technology proficiency
  • Office procedures
  • Critical thinking
  • Fast-paced adaptability
  • Relationship building
  • Effective communication

Certification

  • FairWinds - DSP, 05/01/22, 08/31/22
  • CPR/BLS - American Heart Association
  • First Aid Certification

Additional Information

Responsible, trustworthy, motivated, punctual, and team player, Success-driven, goal-oriented and strive to be the best, Excellent written and oral communication skills, and time management skills, Proven customer service skills, Able to interact and work well with diverse groups of individuals and decision-makers, Proficient with technology and office procedures, Able to work well in fast-paced and high-stress environments, Being able to analyze and apply critical thinking

Timeline

Contact Representative

IRS
07.2024 - Current

DSP

E&S Residential Care Services
10.2023 - 03.2024

CSR

T Mobile Retailer
09.2022 - 10.2023

Customer Service Representative

Aetna
06.2021 - 04.2022

Customer Service Representative

Alorica
06.2016 - 03.2020

Overnight Stocker

Walmart
11.2015 - 06.2016

DSP / Nursing Assistant

Grandmother
04.2007 - 01.2015

Diploma -

Rossevelt High School

Similar Profiles

CREATE PROFILE