Shameila Wilson
DALLAS,TX
Summary
Accomplished Customer Service Representative with a proven track record at Wynne Transport, excelling in conflict resolution and customer relations. Demonstrated expertise in data entry and problem-solving abilities, significantly enhancing customer satisfaction. Skilled in handling high-volume calls with professionalism, ensuring efficient problem resolution and customer loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Wynne Transport
01.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
MediTech Health Services
03.2016 - 12.2019
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- High volume call center inbound and outbound
Customer Service Representative
XPO Logistics
11.2014 - 10.2019
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Documented and detailed calls and complaints using call center's CRM database.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Detailed payment options and explained price, receipt and billing details to customers.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Science -
College of Lake County
Waukegan, IL06.2000
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Customer Relations
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Payment Processing
Timeline
Customer Service Representative
Wynne Transport
01.2020 - Current
Customer Service Representative
MediTech Health Services
03.2016 - 12.2019
Customer Service Representative
XPO Logistics
11.2014 - 10.2019
Associate of Science -
College of Lake County