Shanecka Faulcon
Newnan,GA
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 15-year background maintaining customer satisfaction and contributing to company success. Proficient in MS Office, Salesforce, Teams, Zoom, WebEx, VOIP systems, MySQL, HTML, and CSS.
Overview
15
15
years of professional experience
Skills
- One-on-One Communication via Phone Calls, Emails, Text, and Chat
- Internet Communication
- Identifying and Reporting Software Bugs
- High-Touch Customer Support
- Programming Languages
- Complex Problem-Solving and Conflict Resolution
- Effective, Efficient Project Management
- Directing Team Members
- Consultative Selling Techniques
- Presentations and Demonstrations
- Web Applications and Platforms
- Interdepartmental Collaborative Team Player
Work History
Licensed Medicare Telesales Specialist
Cigna
06.2022 - Current
- Communicate with people from various cultures and backgrounds in application process.
- Document all communication with applicants and input information into systems e.g. Salesforce and ConnectureDRX.
- Interview applicants and explain how Medicare works, their options, and plan benefits.
- Quickly learn new skills and apply them to daily tasks, improving efficiency and productivity.
- Work with customers to understand needs and provide excellent service
- Prove successful working within tight deadlines and fast-paced atmosphere
- Met and exceeded revenue goals by 20% through applying consultative sales techniques.
Independent Insurance Sales Representative
Cary Levinson & Associaties
03.2017 - Current
- Customize existing insurance programs to suit individual client needs by analyzing specific requirements.
- Review policy applications for errors and liaise with underwriters to facilitate quick completion of application process.
- Display consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 14%.
Energy Customer Support Specialist
Tesla
02.2021 - 02.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Multitasked to handle diverse customer needs in high-volume call center setting, prioritizing tasks to keep up with challenging deadlines.
- Leveraged consultative approach to gather customer details and technical data.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Trainer
Sutherland Global Services
09.2015 - 02.2017
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Tracked attendance and progress against goals for each participant.
- Assessed student needs to develop effective training plans.
- Gathered and organized supplementary material to support structured lessons.
- Identified and solved internal problems related to employee turnover by revamping training approaches.
- Eliminated process gaps by implementing new methods of standardized training.
- Supported productivity increase and business growth through new hire training and mentoring
- Prepared and presented supplementary learning material to support structured lessons
- Monitored and reported trainee progress, introducing new learning tools to address individual needs
Education
Certification - QA Test Automation (SDET)
Test Pro
Onlilne04.2023
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT01.2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Licensed Medicare Telesales Specialist
Cigna
06.2022 - Current
Energy Customer Support Specialist
Tesla
02.2021 - 02.2022
Independent Insurance Sales Representative
Cary Levinson & Associaties
03.2017 - Current
Trainer
Sutherland Global Services
09.2015 - 02.2017
Certification - QA Test Automation (SDET)
Test Pro
Bachelor of Science - Business Management
Western Governors University
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