Summary
Overview
Work History
Education
Skills
Timeline
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Shamya Coleman

Phenix City,AL

Summary

Dynamic Customer Care Representative with Aflac, skilled in complaint handling and technical troubleshooting. Proven track record of enhancing customer satisfaction through effective solutions and active listening. Adept at data entry and documentation, ensuring seamless follow-up and resolution tracking. Committed to delivering exceptional service and fostering strong client relationships.

Overview

10
10
years of professional experience

Work History

Customer Care Representative

Aflac
03.2022 - 05.2025
  • Assisted customers with inquiries, providing accurate information and effective solutions.
  • Managed customer communications through various channels, ensuring timely responses and support.
  • Documented customer interactions in CRM systems for seamless follow-up and resolution tracking.
  • Learned company policies and procedures to deliver consistent service to all customers.
  • Resolved customer complaints by identifying root causes and implementing appropriate solutions.
  • Adapted quickly to evolving product knowledge, enabling prompt assistance for customer queries.
  • Collaborated with team members to enhance overall customer experience and satisfaction levels.

Registered Behavior Technician

Proud Moments Aba
01.2021 - 03.2022
  • Implemented individualized treatment plans to improve client outcomes and behavioral skills.
  • Conducted data collection and analysis to monitor progress and adjust strategies effectively.
  • Trained new staff on behavior intervention techniques and organizational policies to enhance team performance.
  • Collaborated with interdisciplinary teams to ensure comprehensive care and support for clients.
  • Developed engaging activities that promoted social skills and communication among clients.
  • Maintained accurate documentation of client sessions to ensure compliance with regulatory standards.
  • Provided direct support during therapy sessions, fostering a positive environment for skill development.

Technical Support Representative

Kelly Services
01.2017 - 11.2020
  • Provided technical assistance to customers via phone, email, and chat channels.
  • Diagnosed hardware and software issues, guiding users through troubleshooting steps.
  • Collaborated with cross-functional teams to resolve complex customer inquiries efficiently.
  • Documented customer interactions and solutions in ticketing system for future reference.
  • Trained new team members on support protocols and best practices for problem resolution.
  • Analyzed common technical issues to develop improved support documentation and resources.
  • Ensured timely follow-up on outstanding tickets, enhancing customer satisfaction levels.

Fine Jewelry Sales Associate

Sears
08.2015 - 03.2017
  • Provided exceptional customer service by assisting clients in selecting fine jewelry pieces that fit their style and budget.
  • Educated customers on product features, craftsmanship, and care to enhance their purchasing experience.
  • Maintained an organized and visually appealing sales floor to optimize product presentation and customer engagement.
  • Collaborated with team members to achieve store goals through effective communication and shared responsibilities.
  • Developed strong relationships with repeat customers, fostering loyalty and encouraging referrals through personalized service.
  • Trained junior staff on sales techniques, product knowledge, and customer service standards to improve team performance.
  • Implemented inventory management processes to ensure accurate stock levels and timely replenishment of merchandise.

Education

Diploma

Smiths Station High School
Smiths Station, AL
05-2016

Skills

  • Customer service
  • Inbound customer service
  • Data entry
  • Call center experience
  • Complaint handling
  • Payment processing
  • Active listening
  • Data collection
  • Documentation skills
  • Prompting and fading strategies
  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support

Timeline

Customer Care Representative

Aflac
03.2022 - 05.2025

Registered Behavior Technician

Proud Moments Aba
01.2021 - 03.2022

Technical Support Representative

Kelly Services
01.2017 - 11.2020

Fine Jewelry Sales Associate

Sears
08.2015 - 03.2017

Diploma

Smiths Station High School

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