Summary
Overview
Work History
Education
Skills
Timeline
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Shandrika Terrell

Shreveport,LA

Summary

Adept at fostering customer loyalty and resolving conflicts, I leveraged my problem-solving and active listening skills at Carenet Health to enhance customer satisfaction significantly. Recognized for exceeding performance metrics, my proficiency in data entry and commitment to excellence contributed to a positive, results-driven environment.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Carenet Health
06.2017 - 05.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Sales Assistant

Dillards Department Store
05.2020 - 06.2023
  • Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
  • Processed transactions accurately while maintaining a high level of customer service.
  • Increased sales by building strong customer relationships and providing excellent service.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Collaborated with team members to achieve a cohesive and efficient store environment.
  • Met and exceeded sales targets consistently, contributing to overall team success.
  • Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
  • Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
  • Participated in ongoing training to stay updated on current products, promotions, and industry trends.
  • Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
  • Built rapport with repeat customers, fostering long-term loyalty to the brand.
  • Established rapport with customers using active listening and interpersonal skills.
  • Fielded customer questions to share information about products, availability, and pricing.
  • Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
  • Executed visual merchandising strategies to attract customers and drive sales.
  • Boosted store revenue through upselling and cross-selling techniques.
  • Implemented customer feedback system to identify and address areas for improvement.
  • Updated product displays regularly, keeping store appearance fresh and appealing.
  • Conducted weekly inventory audits to ensure accuracy in stock levels.
  • Established effective communication channels between sales and warehouse teams, streamlining order fulfillment.
  • Developed loyal customer base by providing consistent, high-quality service.
  • Trained new staff on sales techniques and store policies, enhancing overall team performance.
  • Collaborated with marketing team to create engaging social media content, driving online engagement.
  • Monitored sales trends to advise management on potential inventory adjustments.
  • Assisted in planning and execution of seasonal sales events, drawing in large crowds.
  • Conducted product demonstrations, significantly boosting daily sales figures.
  • Identified upselling opportunities, contributing to increase in average transaction value.

Inbound Call Center Representative

Capital One
12.2023 - 07.2024
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Improved first-call resolution rates by effectively utilizing resources and available tools.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
  • Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
  • Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
  • Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Streamlined call center operations by implementing efficient processes and procedures.
  • Built positive relationships with customers by providing exceptional customer service.
  • Provided timely feedback to management regarding customer inquiries and issues.
  • Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
  • Recorded customer interactions, inquiries and comments in customer service database for traceability.
  • Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.
  • Provided customers with product information and answered inquiries to provide top-quality service.
  • Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.

Education

High School Diploma - Cosmetology

Green Oaks Performing Arts Academy
Shreveport, LA
05.2019

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling

Timeline

Inbound Call Center Representative

Capital One
12.2023 - 07.2024

Sales Assistant

Dillards Department Store
05.2020 - 06.2023

Customer Service Representative

Carenet Health
06.2017 - 05.2020

High School Diploma - Cosmetology

Green Oaks Performing Arts Academy

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Shandrika Terrell