Shalonda Worthy
Roswell,GA
Summary
Experienced Member service specialist with a strong foundation in oral and written communication, active listening, and analytical problem-solving. Dedicated to enhancing customer experiences through service-oriented behaviors, a deep understanding of customer desires, and providing tailored solutions to foster loyalty.
Overview
12
12
years of professional experience
Work History
Member Service Specialist
Prime Therapeutics LLC
10.2022 - Current
- Completed training and worked effectively under high-pressure client services environments.
- Delivered functionality assistance via phone and online service platforms.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Investigated and resolved customer inquiries and complaints quickly.
Unemployment Claims CSR
eTeams/Accenture
10.2021 - 04.2022
- Assisted with filing new claims
- Process accounts and file documents
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Reviewed and open new claims
- Investigated and resolved customer inquiries and complaints quickly.
- Provide accurate, valid, and complete information by using the right methods and tools
- Followed required security and state protocols
Customer Service Representative
Sykes Enterprise
09.2019 - 01.2022
- Answer back-to-back calls and resolve issues in a remote environment
- Empathized with customers while executing excellent communication skills
- Open and maintain customer accounts by recording account information
- Process accounts and file documents
- Greeted customers warmly and ascertain problem and reason for calling
- Responded to customer requests for products, services, and company information.
- Process payment information and other pertinent information such as addresses and phone numbers
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Knowledge of using Zendesk, Exigo, UPS and other international tracking tools.
- Provide accurate communication via email and chat
Security Professional
Allied Universal
05.2016 - 04.2020
- Monitor and authorize entrance and departure of vehicles, cargo trucks and visitors
- Detect suspicious activities and watch for criminal acts and rule infractions
- Monitor and authorize entrance and departure of employees and visitors
- Monitor and report suspicious activities to local authorities
- Determine entrance authorization and deny entrance to the building to unauthorized persons
- Recorded incident reports with detailed accounts of occurrences.
- Secure all doors in the office and main building after hours
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Security Officer
Covenant Security Services LLC
08.2014 - 07.2015
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors
- Detected suspicious activities and watched for criminal acts and rule infractions
- Monitored and authorized entrance and departure of employees and visitors
- Circulated among visitors, patrons, and employees to preserve order and protect property
- Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences
- Monitored and reported suspicious activities to local authorities
- Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed
- Denied entrance to the building to unauthorized persons
- Secured all doors in the office and main building after hours
Bakery Clerk
Kroger
03.2013 - 04.2014
- Resolved customer concerns in a positive and constructive manner
- Open bakery department on Tuesday and Friday morning.
- Prep, bake, and package bread for the day
- Prepare and display per package products, kept tables stocked with fresh products
- Pull trucks and unload, and organize freezer
- Set up displays for holidays and or sales
- Monitor temperatures for bakery department freezers
- Completed daily mark downs on bakery products
Education
High School Diploma -
Columbia High School
Decatur, GA01.2001
Health Administration
AmerTech College
Provo, UTSkills
- Experience with CSS frameworks
- Brand promotion expertise
- Customer outreach calls
- Skilled in Microsoft Office applications
- Workflow management
- Safety management
- Customer support services
- Customer service systems
- Experience with Zendesk platform
- Performance tracking software
- Workflow optimization
- Bookkeeping
- Event Coordination
- Relationship building
- Strong verbal communication
- Client support
- Attentive listening abilities
Professional References
- Allice Bridge, ajbridge44@gmail.com, 208.599.4040, Current supervisor
- Rose Statzell, rose.statzell@sykes.com, 484.681.2989
- Janice Guice, Essential Communication, Inc, 770.817.0181 ext 112
Timeline
Member Service Specialist
Prime Therapeutics LLC
10.2022 - Current
Unemployment Claims CSR
eTeams/Accenture
10.2021 - 04.2022
Customer Service Representative
Sykes Enterprise
09.2019 - 01.2022
Security Professional
Allied Universal
05.2016 - 04.2020
Security Officer
Covenant Security Services LLC
08.2014 - 07.2015
Bakery Clerk
Kroger
03.2013 - 04.2014
High School Diploma -
Columbia High School
Health Administration
AmerTech College
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