Shamier Theimmortalone
San Bernardino,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Executive
Dream Characters
02.2017 - 04.2023
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided expert support for Microsoft applications, resolving technical issues quickly and efficiently.
Customer Service Manager
Eco Solutions
01.2013 - 03.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Arts - Psychology
California State San Bernardino
San Bernardino, CA12.2017
Skills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Client Engagement
- Online chat and email
- Microsoft Suites
Timeline
Customer Service Executive
Dream Characters
02.2017 - 04.2023
Customer Service Manager
Eco Solutions
01.2013 - 03.2016
Bachelor of Arts - Psychology
California State San Bernardino
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