SHAMEKA HAMLIN
Florence,SC
Summary
Hard-working professional with 5.5+ years of experience and a proven knowledge of customer communications and contract compliance.
Overview
10
10
years of professional experience
Work History
Customer Service Representative II
Sentry Insurance
11.2024 - Current
- Handle a high volume of inquiries via phone.
- 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 calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and setting up online account, improving overall user experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Operations Representative
Sentry Insurance
04.2024 - 11.2024
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Partnered with other departments for seamless issue resolution, fostering a collaborative work environment focused on client satisfaction.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Analyzed performance metrics regularly to identify areas needing improvement and implement strategic changes accordingly.
Eligibility Specialist II Team Leader
Department Of Health And Human Services
05.2021 - 01.2022
- I worked in a professional processing center with a diverse group of teammates and provide excellent customer service either through telephonically or written communication.
- I collected and evaluates documentation from applicants to determine individual and family eligibility for the program.
- I used various information source, electronic tools, and system provided by the Department to collect, assemble, evaluate, and act upon information provided by applicant/beneficiaries and third parties to make timely eligibility determination, reviews, and changes of circumstance.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching daily goals.
- Initiated timely response to emails, voicemails and written correspondence.
- Led team of 4 members while providing exceptional customer service and data entry.
- Completed Supervisor Daily Reports, Team Assignments and Logs, Spot Checks, and Daily Logs.
- Input gathered information and researched data on applicants into computer system using .
- Accomplished multiple tasks within established timeframes.
- Maximized performance by completing daily tasks and goals. Also monitoring and mentoring my team members.
Eligibility Specialist II
AppleOne Employment Services
07.2020 - 05.2021
- My duties as a Eligibility Specialist was to collect and evaluates documentation from applicants to determine individual and family eligibility for the program
- I followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Documented all communication with applicants and inputted information into system using a computer system.
- Input gathered information and researched data on applicants into computer system using .
Out Reach Representative
Employreward Solutions Inc
11.2019 - 01.2020
- Contacted Ticket Holders by telephone to provide information about Social Security Ticket to Work Program, assist with getting the ticket holder back in the work field, cancel accounts, or obtain details of why the ticket holder couldn't return back to working
- Keep records of ticket holder interactions or transactions, recording details of inquiries, or comments, as well as actions taken
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Quality Inspector/Rider
Olsten Staffing, Honda of South Carolina
07.2017 - 01.2019
- Inspect vehicles or equipment to ensure compliance with rules, standards, or regulations
- Examine transportation vehicles, equipment, or systems to detect damage, wear, or malfunction
- Inspect repairs to transportation vehicles or equipment to ensure that repair work was performed properly
- Review commercial vehicle logs, shipping papers, or driver and equipment records to detect any problems or to ensure compliance with regulations
- Drive SXS units from testing line to shipping department to be shipped, after checking each unit.
Hazard Insurance Processor
Olsten Staffing Inc
07.2016 - 09.2016
- Organize and screening of insurance information.
- Open, Sort, scan, and distributed incoming message and correspondence.
- Use sharp memories at all time, and read quickly, while having the ability to multitask.
- Data Entry Scan in payments and all information received containing customer insurance policy.
Inbound Customer Service Representative
Sykes Enterprises Inc
05.2015 - 07.2016
- I was willing to speak with different people on a daily basic of different background and provide them world class service
- Answered phone with friendly greeting from high volume inbound calls from Bank of American customers who have questions or concern about their account
- Maintain records of customer's interactions, record details of inquiries, complaints, or comments the customer may have
- Use a computer system to track, gather information, and troubleshoot the items raised by the customer's. Achieve productivity standards and goals set by company, while maintaining high level of customer service.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
CRESTWOOD HIGH SCHOOL
Sumter, SCSkills
- Staff education and training
- Safety processes and procedures
- Performance improvement
- Cash Handling
- Leadership
- Excellent Communication
- Complaint resolution
- Daily workflow improvement
- Problem Solving
- Critical Thinking
- Handling Pressure
- Great Team Player,Adaptability,Strong Work Ethic,Leadership, Pay attention to details, and have good Oral Communication Skills
Timeline
Customer Service Representative II
Sentry Insurance
11.2024 - Current
Customer Operations Representative
Sentry Insurance
04.2024 - 11.2024
Eligibility Specialist II Team Leader
Department Of Health And Human Services
05.2021 - 01.2022
Eligibility Specialist II
AppleOne Employment Services
07.2020 - 05.2021
Out Reach Representative
Employreward Solutions Inc
11.2019 - 01.2020
Quality Inspector/Rider
Olsten Staffing, Honda of South Carolina
07.2017 - 01.2019
Hazard Insurance Processor
Olsten Staffing Inc
07.2016 - 09.2016
Inbound Customer Service Representative
Sykes Enterprises Inc
05.2015 - 07.2016
High School Diploma -
CRESTWOOD HIGH SCHOOL
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