Shanae Jester
Detroit,MI
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
11
11
years of professional experience
Work History
Call Center Agent
FEMA/Medix
Oak Brook, Illinois
12.2024 - Current
- Greeted applicants in a professional and courteous manner.
- Adjusted communication style based on individual applicants needs.
- Maintained up-to-date records of all disaster recovery activities and documentation.
- Resolved applicants inquiries promptly and efficiently.
- Conducted detailed inspections of disaster-affected homes to assess damage and determine eligibility for assistance.
- Reviewed applications for disaster assistance, ensuring accuracy of all submitted documents.
- Ensured that all necessary information was collected during each inspection visit.
- Maintained records of applicant’s interactions, transactions, comments and complaints.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
Mental Health Technician
Beaumont Behavioral Health
Dearborn, Michigan
02.2022 - Current
- Implemented therapeutic techniques such as art therapy, recreational therapy or music therapy.
- Assisted in transporting clients to appointments outside the facility when necessary.
- Developed positive relationships with patients while maintaining professional boundaries.
- Provided crisis intervention and de-escalation techniques to help manage patient behavior.
- Participated in weekly multidisciplinary team meetings to discuss patient progress and plan further interventions.
- Assisted in the development of individualized treatment plans for patients.
- Established trusting relationships with clients by demonstrating empathy and understanding towards them.
- Facilitated group therapy sessions under supervision of a mental health professional.
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
Esthetician License - Beauty School
David Pressley Professional School of Cosmetology
Royal Oak, MI03.2022
High School Diploma -
Western International High School
Detroit, MISkills
- 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
- Follow-up procedures
- Time management
- Attention to detail
- Active listening
- Call handling
- Quality control
- Documentation and reporting
- Therapeutic techniques
- Crisis intervention
- Data documentation
- Discharge planning
Languages
3
Education and Training
other,other
Timeline
Call Center Agent
FEMA/Medix
12.2024 - Current
Mental Health Technician
Beaumont Behavioral Health
02.2022 - Current
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
Esthetician License - Beauty School
David Pressley Professional School of Cosmetology
High School Diploma -
Western International High School