Shalonda Ware
Starkville,MS
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
CALL CENTER PERSONAL BANKER
US BANK
09.2022 - Current
- Assisted customers with a variety of inquiries related to banking products and services, including deposits, withdrawals, transfers
- and account maintenance.
- Adhered to security protocols when handling confidential information such as accounts numbers or social security numbers.
- Provided quality customer service while processing transactions accurately and efficiently.
- Resolved complex customer issues in a timely manner by utilizing problem solving skills.
- Educated customers on the features and benefits of various bank products and services.
- Identified sales opportunities for additional products or services through cross selling techniques.
- Maintained detailed records of customer interactions via automated tracking system.
- Processed incoming payments from customers according to established policies and procedures.
CUSTOMER SERVICE REPRESENTATIVE
Conduent
07.2018 - 09.2022
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support, filing claims, submitting disputes with iTunes charges
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
CUSTOMER SERVICE REPRESENTATIVE
U-Haul
02.2015 - 07.2018
- Answered inbound calls and responded to customer inquiries regarding reservations
- Processed customer payments for reservations over the phone
- Verified customer information including contact details and payment method
- Followed up with customers after their stay to ensure satisfaction and address any issues
- Provided support to other departments when needed
- Assisted customers via phone by providing confirmations, answering questions and offering general information
- Researched and resolved customer issues
- Relayed information on availability, pricing and discounts to customers.
CERTIFIED NURSING ASSISTANT
WEST POINT COMMUNITY LIVING CENTER
02.2014 - 07.2018
- Assisted patients with activities of daily living such as bathing, grooming, and dressing
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Reported changes in patient condition to registered nurse or physician
- Answered call lights promptly and responded to patient needs accordingly.
- Cleaned and sanitized patient rooms according to established protocols.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
- Served meals to patients in their rooms and assisted with feeding when needed.
- Observed patients for any changes in their physical or mental condition.
Education
HIGH SCHOOL DIPLOMA -
LOUISVILLE HIGH SCHOOL
LOUISVILLE, MSSkills
- Problem-Solving
- Database Management
- Data Entry
- Inbound and Outbound Calling
- Complaint Resolution
- Call Management
- Data Collection
- Report Generation
- Active Listening
- Prioritization
- Conflict Resolution
- Professional Telephone Demeanor
- Order Fulfillment
- Report Preparation
- Office Equipment Proficiency
- Positive and Professional
- Multi-Task Management
- Problem-Solving Abilities
- Customer Relations
- Transportation Information
- Call Control
- Phone Etiquette
- Travel Reservations
- Customer Reservations
- Transporting Patients
- Patient-Focused Care
- Collecting Specimens
- Direct Patient Care
- Patient Relations
- Mobility Assistance
- Organizational Skills
- Claims Management
- Claims Processing
Timeline
CALL CENTER PERSONAL BANKER
US BANK
09.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
Conduent
07.2018 - 09.2022
CUSTOMER SERVICE REPRESENTATIVE
U-Haul
02.2015 - 07.2018
CERTIFIED NURSING ASSISTANT
WEST POINT COMMUNITY LIVING CENTER
02.2014 - 07.2018
HIGH SCHOOL DIPLOMA -
LOUISVILLE HIGH SCHOOL