Shalunda Gilbert
Rockledge,USA-FL
Summary
Dedicated customer service representative skilled in effective communication and technical troubleshooting. Known for resolving customer inquiries promptly and building strong relationships. Dynamic customer service professional with proven skills in conflict resolution, effective communication, and technical troubleshooting. Committed to enhancing customer experiences and building lasting relationships.
Overview
13
13
years of professional experience
Work History
Chat Support Representative
First Solutions Technology
Palm Bay, Florida
02.2025 - 11.2025
- Provided timely support to customers via live chat platform.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Maintained detailed records of customer interactions in the support database.
- Escalated complex issues to management for further resolution when necessary.
- Analyzed customer feedback to identify trends and suggest improvements.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Maintained up-to-date knowledge of company's products, services, and policies.
- Suggested alternative solutions when unable to resolve the issue at hand.
Customer Service Chat Representative
Mci.Inc
04.2024 - 10.2024
- Responded to customer inquiries via chat in a timely manner.
- Assisted customers with product information and troubleshooting issues.
- Utilized internal systems to track and resolve customer concerns.
- Adapted communication style to meet diverse customer needs and preferences.
- Maintained up-to-date knowledge of products and services offered by the company.
- Upsold additional products when appropriate.
- Utilized computer technology to handle high call volumes efficiently.
- Built sustainable relationships of trust through open and interactive communication.
Customer Service Cashier
Wendy's International
Melbourne, Florida
01.2024 - 05.2024
- Processed customer transactions accurately and efficiently at the register.
- Maintained cleanliness and organization of the checkout area.
- Handled cash, credit, and debit transactions securely and responsibly.
- Provided friendly customer service to enhance shopping experience.
- Resolved customer complaints with patience and professionalism.
Customer Service Representative
Radial
Melbourne, FL
01.2013 - 02.2024
- Assisted customers with inquiries and product selections through effective communication.
- Processed customer orders accurately using company order management systems.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Developed positive relationships with customers through friendly interactions.
- Implemented innovative methods for streamlining the customer service process.
- Conducted regular follow-up calls with customers after resolving their issues.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
Education
Bachelor of Science -
University of Phoenix
Tempe, AZ11-2029
Skills
- Customer service
- Technical troubleshooting
- Effective communication
- Data entry
- Relationship building
- Conflict resolution
- Product knowledge
- Team collaboration
- Strong work ethic
- Empathy display
- Brand representation
- Microsoft exchange
Timeline
Chat Support Representative
First Solutions Technology
02.2025 - 11.2025
Customer Service Chat Representative
Mci.Inc
04.2024 - 10.2024
Customer Service Cashier
Wendy's International
01.2024 - 05.2024
Customer Service Representative
Radial
01.2013 - 02.2024
Bachelor of Science -
University of Phoenix