Shana Cephas
Cephas Tours Co.
Mer Rouge,LA
17
years of professional experience
Dedicated customer service representative with over 10 years in the industry. Skilled in critical thinking and active listening, driving improvements that streamline operations and enhance customer loyalty. Committed to fostering teamwork and training new staff to maintain high service standards.
Work History
Customer Service Representative
9 Years 3 Months- Provided exceptional customer support, resolving inquiries and issues efficiently.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Assisted in training new staff on customer service protocols and systems.
- Implemented process improvements that streamlined operations and improved response times.
- Managed escalated customer complaints, ensuring timely resolutions and maintaining relationships.
Customer Care Representative
7 Years 5 Months- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed loan application processes, ensuring accurate documentation and compliance with regulations.
- Provided training to new team members, fostering a collaborative work environment.
- Implemented process improvements that reduced response time for customer inquiries significantly.
Education
High School Diploma
Skills
Customer service
Client relations
Problem resolution
Data entry
Critical thinking
Active listening
Conflict resolution
Relationship building
Timeline
Customer Service Representative
Cephas Tours Co.
02.2011 - 05.2020Read More
Customer Care Representative
Chase Manhattan Mortgage
03.2003 - 08.2010Read More
American School
High School Diploma
Read More