Microsoft 365
Shaneka Brown
Ellisville,MS
Summary
Proven Customer Care Associate with a track record of enhancing customer satisfaction through expert resolution of conflicts, issues, and inquiries. At Marathon TS, significantly improved team productivity by implementing operational best practices. Skilled in CRM software and demonstrating exceptional follow-up skills, consistently exceeded service targets by fostering deep connections with clients.
Overview
2025
2025
years of professional experience
Work History
Appointment Scheduler
MPF Federal
- Handled complaints and questions, and re-directed calls to other team members.
- Coordinated schedules and booked appointments for clients.
- Answered phone calls and answered questions from potential customers.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Made average of 60 outbound and inbound calls per day.
- Scheduled Veterans appointments.
- Handled referrals and authorization.
- CRW and Salesforce
- Set up appointments with interested customers according to schedule availability.
Customer Service Representative
Savilinx
- Responded to customer requests for products, services, and company information.
- Consistently exceeded service targets by fostering deep connections with clients.
- Increased efficiency and team productivity by promoting operational best practices.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Handled over 70 inbound calls
- Assisted in federal long term health care
- Met customer call guidelines for service levels, handle time and productivity.
Customer Care Associate
Marathon TS
11.2024 - Current
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Resolved service failures, coordinated return appointments and executed referrals to specialists.
- Identified crisis calls and arranged for emergency assistance to resolve important problems.
- Maintained good call control to quickly uncover questions and keep call times low.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate Of Applied Arts - Liberal Arts And Sciences
Jones County Junior College
Ellisville, MS05.2024
Skills
- Patient flow management
- Point-of-sale system
- CRM software
- Sales support
- Accuracy and precision
- Scheduling expertise
- Data entry proficiency
- Referral management
- Telephone management
- Follow-up skills
Software
Timeline
Customer Care Associate
Marathon TS
11.2024 - Current
Appointment Scheduler
MPF Federal
Customer Service Representative
Savilinx
Associate Of Applied Arts - Liberal Arts And Sciences
Jones County Junior College
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