Summary
Overview
Work History
Education
Skills
Timeline
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Shamya Hazelton

Orlando

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

  • Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.

Overview

9
9
years of professional experience

Work History

Help Desk Agent

Midflorida Credit Union
01.2025 - Current
  • Provided basic end-user troubleshooting and desktop support.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Retention Specialist

Spectrum
06.2023 - 12.2024
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.

Customer Service Representative

Primo Water
05.2021 - 06.2023
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.

Customer Service Representative

GC Services
02.2019 - 05.2021
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Optimized payment collection times by implementing effective follow-up strategies with clients.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.

Sales Associate

Sirus Xm
01.2016 - 02.2019
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Increased repeat business by fostering trust-based relationships with key accounts through regular communication.

Education

Graduate Certificate -

Mulberry High School
Mulberry, FL
06.2013

Skills

  • Empathy and patience
  • Training and mentoring
  • Ticketing system expertise
  • Stress tolerance
  • Customer service
  • Active listening
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Customer relations
  • Customer relationship building
  • Sales expertise
  • Product and service knowledge
  • Strategic planning

Timeline

Help Desk Agent

Midflorida Credit Union
01.2025 - Current

Retention Specialist

Spectrum
06.2023 - 12.2024

Customer Service Representative

Primo Water
05.2021 - 06.2023

Customer Service Representative

GC Services
02.2019 - 05.2021

Sales Associate

Sirus Xm
01.2016 - 02.2019

Graduate Certificate -

Mulberry High School

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Shamya Hazelton