Shameka Ward
Norfolk,VA
Summary
Motivated entry-level customer service professional with a strong desire to contribute to enhancing customer relationships. Seeking a position that offers the opportunity to utilize current skills while also providing the platform to develop new abilities and foster personal growth. Committed to delivering exceptional service and exceeding customer expectations. Eager to contribute to a team-oriented environment that values excellence and continuous improvement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ohio Department of Medicaid
2022.11 - Current
- A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns
- Track and document all inquiries using the applicable systems
- Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plan
Customer Service Representative
Massachusetts Department of Health
2021.10 - 2022.11
- Respond to customer requests for information on COVID-19 such as availability scheduling and eligibility
- Provide customer service for the state of Massachusetts Department of Health
- Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services
Customer Service Representative
Alorica
2020.11 - 2021.01
- Resolved 100+ customer complaints per week via phone
- Assist customers with issues and concerns they are experiencing during the use of the product and/or service
- Document call-related information for auditing and reporting purposes
Education
Associates Childhood Development -
Tidewater Community College
Norfolk, VA05.2020
Skills
- Typing
- Communication
- Organization
- Planning
- Scheduling
- Remote
- ServiceHigh volume
- Inbound and Outbound Calling
- Account Updating
- Data Entry
- Active Listening
- Microsoft Excel
- Microsoft Office Suite
- Medical terminology knowledge
- CRM Software
- CRM software proficiency
- Software CRM system proficiency
Accomplishments
- Quality Communication - Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.
- Market Research - Interviewed clients via market research surveys to identify product issues and customer needs.
- Sales - Consistently generated additional revenue through skilled sales techniques.
- Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Computed Data Reports - Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
Certification
- ACE - Adobe Certified Expert, Photoshop
- Sales Manager Certificate
- MCAS - Microsoft Certified Application Specialist
Timeline
Customer Service Representative
Ohio Department of Medicaid
2022.11 - Current
Customer Service Representative
Massachusetts Department of Health
2021.10 - 2022.11
Customer Service Representative
Alorica
2020.11 - 2021.01
Associates Childhood Development -
Tidewater Community College
- ACE - Adobe Certified Expert, Photoshop
- Sales Manager Certificate
- MCAS - Microsoft Certified Application Specialist
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