Shanee Nieves
Bogota
Summary
Dedicated Call Center Representative with expertise in customer inquiry resolution and service quality assurance. Proven ability to manage high call volumes while maintaining professionalism and accuracy.
Overview
31
31
years of professional experience
Work History
Call Center Representative
global contact center
Long Island City
12.2018 - Current
- Handled high call volumes while ensuring adherence to service quality standards.
- Documented customer interactions in the case management system accurately.
- Trained new representatives on call handling procedures and company policies.
- Facilitated escalation of complex issues to appropriate departments for timely resolution.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Navigated through computer systems to review information and respond appropriately to callers.
- Conducted follow-up calls to confirm satisfactory resolution of customer inquiries.
Call Center Representative
United Healthcare
Atlanta
06.2016 - 06.2018
- Assisted customers with inquiries and resolved issues efficiently.
- Handled high call volumes while ensuring adherence to service quality standards.
- Provided product information and guided customers through purchasing processes.
- Escalated complex issues to appropriate departments for resolution support.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Navigated through computer systems to review information and respond appropriately to callers.
- Provided prompt, friendly, and knowledgeable assistance for routine questions and service complaints.
- Conducted follow-up calls to confirm resolution satisfaction for customer inquiries.
Head Dispatcher
New Harlem Limo Service
New York
09.1995 - 05.2016
- Coordinated daily dispatch operations, ensuring timely and reliable luxury transportation services.
- Managed driver schedules and routes for optimal efficiency.
- Responded quickly to emergency situations by dispatching appropriate resources.
- Utilized GPS tracking systems to monitor vehicle location in real time.
- Communicated with clients to confirm reservations and service details.
- Resolved customer inquiries, enhancing satisfaction through prompt and professional communication.
- Assisted in resolving customer complaints regarding service delays or quality issues.
- Established and maintained positive relations with drivers, fostering a collaborative environment to support continuous improvement initiatives.
- Trained new dispatch staff on procedures and software systems.
- Attended meetings with management team members regularly to discuss updates.
Education
High School Diploma -
Louis D Brandeis
New York, NY01-1996
Skills
- Customer service
- Call management
- Customer inquiry resolution
- Call control
- Logging call information
- Call documentation
- Gathering information
- Follow-up communication
- Service quality assurance
- Effective listening
- Customer engagement
Timeline
Call Center Representative
global contact center
12.2018 - Current
Call Center Representative
United Healthcare
06.2016 - 06.2018
Head Dispatcher
New Harlem Limo Service
09.1995 - 05.2016
High School Diploma -
Louis D Brandeis