Experience customer service leader with over 10 years of experience in customer resolutions, telephone, email, chat, and virtual customer service. This will be an exciting opportunity to bring my proven skills and customer enthusiasm to your company's team.
Hi, I’m
Shana Spears
Summary
Overview
11
years of professional experience
Work History
Allstate
Customer Service Chat/Messaging Expert
05.2014 - Current
Job overview
- Escalate customer incoming chats
- Assist with five customers at a time
- Review billing and policy changes with the customer
- Reached a daily goal of 70-100 chats a day
- Coach new employees
- Give quotes for potential vehicles
- Technical support/help desk assistance/troubleshooting
- Digital Operating Center Specialist
- Review estimates with claims customers
- Review QuickFoto claims packages to assist customers and adjusters in auto estimates process
- Respond to inquiry calls from body shops, customers, vendors and MCOs
- Process payments to customers and body shops
- Allstate Business Insurance
- Assist agents with navigation on software and technical problems
- Go over billing and policy changes with agent using Connexus and Commercial Agent
- Making changes if there is a need
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities requiring a transfer to a licensed representative.
- Actively listen to customer issues or questions showing interest, compassion and displaying empathy for the caller's situation.
- Verify coverage for customers or verify that policy changes were made and provide proof of insurance documents to customers.
Nine West Outlet
Assistant Manager
08.2012 - 02.2014
Job overview
- Monitored security to protect employees, customers and property.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed strategy to increase sales and drive profits.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
North Carolina A&T State UniversityGreensboro, NC
Bachelor of Science from Fashion Merchandising and Design
University Overview
The Art Institute of Charlotte
Associate of Applied Science from Fashion Marketing & Management
University Overview
Skills
- Organizational, collaborative, time management, data entry, new employee training and leadership
- Policy and Procedure Adherence
- Product Selection
- Investigate Claims
- Administrative and Office Support
- High-Volume Environments
- POS Systems and Ordering Platforms
- Customer Retention Strategies
- Microsoft Office
- Special Projects
- Computer skills:
- Microsoft Word, Excel, and PowerPoint; Photoshop, InDesign, Oracle, NextGen, and Connexus
- Employee Performance Evaluations
Timeline
Customer Service Chat/Messaging Expert
Allstate
05.2014 - Current
Assistant Manager
Nine West Outlet
08.2012 - 02.2014
North Carolina A&T State University
Bachelor of Science from Fashion Merchandising and Design
The Art Institute of Charlotte
Associate of Applied Science from Fashion Marketing & Management
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