ShaMyra Brown
Augusta,GA
Summary
Experienced Customer Service Representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at analyzing and solving problems. Committed to enhancing customer experiences by consistently demonstrating service-oriented behaviors. Recognizes the importance of understanding customer desires and provides tailored solutions that foster loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
T-Mobile
Augusta , GA
02.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Account Manager
ADP
Augusta, GA
04.2019 - 02.2023
- Managed multiple accounts simultaneously while meeting deadlines.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships and quickly resolved service requests to increase sales.
- Kept accurate records pertaining to inventory and account notes, documenting any contract updates and renewals.
- Maintained accurate records of all customer interactions in the CRM system.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Claims Representative
Sitel
Augusta, GA
08.2014 - 04.2019
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Negotiated favorable settlements with claimants, resulting in cost savings for the company.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
Education
GED -
Youth Challenge Academy
Fort Gordon, GA03-2013
Skills
- Account Updating
- Data Collection
- Consultative Sales
- Scheduling
- Call Management
- Data Entry
- De-Escalation Techniques
- Organization and Time Management
- Product Knowledge
- High-Energy Attitude
- Product Sales
- Researching
- Technical Support
- Credit Card Payment Processing
- Quality Assurance Controls
- Account Management
- Microsoft Excel
- Building Rapport
- Customer Relations
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
Timeline
Customer Service Representative
T-Mobile
02.2023 - Current
Account Manager
ADP
04.2019 - 02.2023
Claims Representative
Sitel
08.2014 - 04.2019
GED -
Youth Challenge Academy