Shaneka Odom

• Customer Interaction: Answering incoming calls, emails, and chats to address customer questions, concerns, and complaints.
• Issue Resolution: Calmly resolving problems, de-escalating tense situations, and escalating complex issues to supervisors when necessary.
• Information Management: Accurately entering, verifying, and updating customer details like names, addresses, and account info.
• Sales/Upselling: Attempting to offer additional products or services (upselling) as part of the interaction.
• Adherence: Following company scripts and procedures while delivering excellent service.

Required Skills & Qualities

• Strong communication and active listening skills.
• Problem-solving and critical thinking abilities.
• Patience, empathy, and a positive attitude.
• Familiarity with CRM software and call center systems.

• Troubleshot issues to ensure seamless operations and customer satisfaction.
• Industries: Retail, healthcare, banking, tech, utilities, etc..
• Utilized problem-solving abilities to resolve complex issues efficiently.