Shamiione Holifield
Richland,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Sagility Hgs
Columbus, GA
08.2020 - 10.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Answered incoming calls and emails, providing frontline customer support or assistance with Medical payments, Benefits Enrollment and Claims.
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Customer Service Representative
Teleperformance
Albany, GA
03.2013 - 07.2020
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Correctional Officer
CCA
02.2010 - 04.2013
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
- Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
- Responded to emergency situations such as riots or disturbances with appropriate force measures.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
Education
High School Diploma -
Tri County High School
Marion County Georgia 05-2000
Skills
- Industry Regulations Knowledge
- Stocking and Replenishing
- Data Entry
- Microsoft Office Expertise
- Customer Relations
- Customer Consulting
- Account Updating
- Data Collection
- Business Development Understanding
- Document Control
- Credit Card Payment Processing
- Computer Proficiency
- Call Management
- CRM Software
- Data Evaluation
- Inbound and Outbound Calling
- Scheduling
- Reading Comprehension
- Microsoft Excel
- Office Equipment Proficiency
- Complaint resolution
Timeline
Customer Service Representative
Sagility Hgs
08.2020 - 10.2024
Customer Service Representative
Teleperformance
03.2013 - 07.2020
Correctional Officer
CCA
02.2010 - 04.2013
High School Diploma -
Tri County High School