Shanae Jester
Detroit,MI
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
10
10
years of professional experience
Work History
Member Engagement Coordinator
BeneLynk
Sunrise, FL
05.2022 - 05.2024
- Maintained client confidentiality according to HIPAA regulations at all times.
- Answered incoming calls regarding membership benefits and services.
- Responded promptly to emails from members seeking assistance.
- Reviewed new account applications to verify eligibility of prospective members.
Ambassador Tax Assistance
TaxAct
Detroit, MI
01.2022 - 05.2022
- Researched complex tax issues in order to provide accurate advice and guidance.
- Assisted clients with the preparation of financial documents related to taxes.
- Resolved customer complaints related to their tax filings in an efficient manner.
Customer Service Representative
Comcast
Sterling Heights, MI
11.2019 - 03.2020
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Reviewed account and service histories to identify trends and issues.
- Documented conversations with customers to track requests, problems and solutions.
- Handled customer complaints promptly and effectively.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Up-sold products and motivated customers to upgrade current product plans.
Customer Service Representative
Concentrix
Farmington Hills, MI
08.2017 - 09.2019
- Answered [100]+ inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments.
- Assisted customers with questions and concerns.
- Received inbound calls from customers, providing information regarding services or products, taking new orders and canceling accounts.
- Obtained information to resolve customer inquiries.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Nursing Assistant
Plymouth Inn Assisting Living
Plymouth, MI
03.2016 - 09.2017
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Documented patient intake and dietary requirements, also assisting with feeding and monitoring.
- Engaged with patient family and friends to provide courteous, efficient visit experience.
- Promoted patient satisfaction by assisting with daily living needs such as bathing, dressing, toileting and exercising.
Direct Care Worker
Independent Community Care Service
Livonia, MI
09.2014 - 10.2016
- Helped clients maintain daily living standards by assisting with personal hygiene needs.
- Took and recorded patient temperature, pulse, respiration and blood pressure to monitor health statistics.
- Maintained clean and well-organized environment to promote client happiness and safety.
- Planned and prepared nutritious meals and snacks to meet special client diets such as as diabetic, low sodium and high protein.
Education
High School Diploma -
Western International High School
Detroit, MI5 2012
Skills
- Customer relations
- Retail sales customer service
- Call center experience
- Inbound and outbound calling
- Problem-solving abilities
- Microsoft Office expertise
- Catheter change and preparation
- Infection control procedures
- Patient Care and Safety
- Issue Resolution
- Membership renewals
- Complaint Handling
- Healthcare knowledge
- Policy understanding
- Document Management
- Patient Registration
Timeline
Member Engagement Coordinator
BeneLynk
05.2022 - 05.2024
Ambassador Tax Assistance
TaxAct
01.2022 - 05.2022
Customer Service Representative
Comcast
11.2019 - 03.2020
Customer Service Representative
Concentrix
08.2017 - 09.2019
Nursing Assistant
Plymouth Inn Assisting Living
03.2016 - 09.2017
Direct Care Worker
Independent Community Care Service
09.2014 - 10.2016
High School Diploma -
Western International High School
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