Shanda Christie
Parrish,FL
Summary
Highly skilled Customer Service Specialist with 10 years of experience in providing outstanding customer support in remote environments. Adept at managing client inquiries, resolving complex issues, and collaborating with cross-functional teams to ensure prompt and effective solutions. Proven ability to streamline processes, implement efficient communication strategies, and maintain high levels of customer satisfaction. Strong multitasking and problem-solving skills, with a focus on enhancing customer relationships and delivering exceptional service.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist (remote)
Image Hairtique
03.2022 - 09.2024
- Resolved customer queries, working across departments to devise solutions (or responses) in an apt way
- Introduced a self-service, which enabled tandem assistance for my team only, and increased productivity by nearly 25%
- Strategized and communicated new processing solutions to address challenging client problems, increasing client engagement rates
- Followed up with clients, as necessary, to ensure their needs were met
- Developed Standard Operating Procedures (SOPs) to help provide quick responses to FAQS or issues
Client Support Specialist
North Texas Allergy and Asthma Associates
01.2021 - 05.2022
- Delivered outstanding customer service by promptly addressing inquiries regarding accounts and billing via phone, email, and live chat
- Coordinated with multiple departments to ensure that customer issues were resolved effectively and within set deadlines
- Created and maintained a customer knowledge base, providing clear instructions and guidance for common customer issues
- Successfully completed a 4-week Salesforce Sales Operation Course during my tenure
- Assisted fellow employers and struggling agents via Microsoft Teams portal in real time
Customer Service Representative (remote)
Capgemini
07.2019 - 12.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Processed prescription claims.
- Obtained necessary authorizations.
- Liaison with medical facilities and pharmacies .
Customer Support Representative
Gc services
06.2018 - 07.2019
- Provided comprehensive customer support by managing a high volume of inbound customer inquiries via multiple communication channels
- Ensured all customer complaints were addressed in a timely and effective manner, often coordinating with various departments to resolve more complex issues
- Maintained the least amount of required escalations for the customer service department
- Performed needs analysis and presented options based on findings to help customers make decisions
Education
Cna License - Healthcare
Suncoast College of Health
Bradenton, FL07-2022
Diploma in Customer Service Sales And Administration - Administration
National Youth Service
07-2005
High School Diploma -
Ferncourt High School
07-2005
Skills
- Report Generation
- Customer Retention
- Customer Order Management
- Account Management
- Complaint Resolution
- Customer Relations
- Customer Service
- CRM Software
- Microsoft Office
- Time Management
- Team Collaboration
- SOP Creation
- Multichannel Communication
- Problem Solving
Timeline
Customer Service Specialist (remote)
Image Hairtique
03.2022 - 09.2024
Client Support Specialist
North Texas Allergy and Asthma Associates
01.2021 - 05.2022
Customer Service Representative (remote)
Capgemini
07.2019 - 12.2020
Customer Support Representative
Gc services
06.2018 - 07.2019
Cna License - Healthcare
Suncoast College of Health
Diploma in Customer Service Sales And Administration - Administration
National Youth Service
High School Diploma -
Ferncourt High School