Summary
Overview
Work History
Education
Skills
Custom
Timeline
Generic

Shameka McFarlane

Henrico,VA

Summary

Successful Senior Customer Care Specialist with years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
19
years of professional experience

Work History

Senior Customer Care Specialist

City Of Richmond DPU
03.2019 - Current
  • Assists customers by providing information, handling requests, explaining procedures, conducting research, adjusting customer accounts where appropriate, and answering questions
  • Discusses and resolves problems and concerns
  • As assigned, provide call center support for agents, daily assist line on average 50 calls.
  • Contacts citizens to make sure their request was completed and provide follow-up based on citizen's response Enters information into database so complaint is captured and to allow other agencies to respond to citizen's request
  • Observes and complies with departmental policies and procedures, customer service quality standards, and compliance guidelines
  • Participates in on-going training and cross-training opportunities; stays abreast of changes in operations, policies and procedures of City departments that affect services provided
  • As assigned, conducts QA training and participates in other QA activities or tasks.

Sales & Service Specialist

HMI Industries/ Health- Mor
11.2012 - 08.2018
  • Handling approximately 40-50 outbound and inbound calls from external and internal customers
  • Selling products and placing customer orders in computer system
  • Transferring customer calls with complex inquiries to appropriate staff
  • Resolving customer support related issues and providing customer with proper solution, via troubleshooting techniques
  • Performing customer verifications, processing orders, applications, forms, and requests
  • Completing call reports and logs, and researching billing issues.
  • Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
  • Developed tailored sales presentations that effectively communicated product value to potential customers.

Customer Service Representative

HMI Industries/ Health- Mor
11.2010 - 07.2011
  • Handling approximately 40-50 outbound and inbound calls from external and internal customers
  • Selling products and placing customer orders in computer system
  • Transferring customer calls with complex inquiries to appropriate staff
  • Resolving customer support related issues and providing customer with proper solution, via troubleshooting techniques
  • Performing customer verifications, processing orders, applications, forms, and requests
  • Completing call reports and logs, and researching billing issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Branch Manager

Express Cash Advance
07.2005 - 05.2010
  • Utilize customer service and public relation skills to develop successful business relations
  • Responsible for hiring, employee relations, and benefit administration, Managed full staff of 5 employees
  • Monitor and mentor sales associates and team leaders, providing training and development to achieve personal and organizational goals
  • Cash management, marketing, loan processing, collections, auditing and monthly reports.
  • Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within local community.

Education

Some College (No Degree) - Health Information Management

Kaplan University
Cleveland, Ohio

GED -

John Adams Virtual School
05.2008

Skills

  • Proficient in Microsoft products, various dialing software, various phone systems, and also quick learner with new software bring very energetic personality, self-starter while partnering well with customers, coworkers and all levels of management
  • Order Processing
  • POS Systems and Ordering Platforms
  • Customer Relations
  • Customer Relationship Management
  • Multi-line phone talent
  • Customer Service
  • Account Updates
  • Customer Account Management
  • Understanding Customer Needs
  • Employee Coaching
  • Call Center Operations

Custom

  • Lisa Smith, Training Analyst, City Of Richmond DPU, lisa.smith@rva.gov/, 804.646.2438
  • Lynette Sherman, Customer Service Supervisor, City of Richmond DPU, lynette.sherman@rva.gov/, 804.646.2171 or 804.646.2378
  • Brandy Clark, Customer Service Supervisor, City Of Richmond DPU, brandy.clark@rva.gov, 804.646.2808
  • Laversa Jackson, Sales and Service Specialist, HMI Industries Inc., ljackson@filterqueen.com/, 313.623.8987

Timeline

Senior Customer Care Specialist

City Of Richmond DPU
03.2019 - Current

Sales & Service Specialist

HMI Industries/ Health- Mor
11.2012 - 08.2018

Customer Service Representative

HMI Industries/ Health- Mor
11.2010 - 07.2011

Branch Manager

Express Cash Advance
07.2005 - 05.2010

Some College (No Degree) - Health Information Management

Kaplan University

GED -

John Adams Virtual School

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Shameka McFarlane