Shanerica Tanksley
Houston,TX
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in roles with high-volume customer demands.
Overview
6
6
years of professional experience
Work History
Insurance Sales Agent Assistant
Iqor
Remote
02.2024 - 08.2024
- Enhanced client satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Identified opportunities for cross-selling additional insurance products based on comprehensive analysis of clients'' needs, contributing to upselling success rates among agents.
- Boosted sales team effectiveness by organizing and maintaining up-to-date records of client information.
- Developed strong relationships with clients through consistent follow-ups, ensuring a high retention rate.
Mail Processing Clerk
USPS
Houston, TX
01.2023 - 03.2024
- Sorted and distributed incoming mail.
- Maintained records of outgoing mail items.
- Organized packages according to size and weight.
- Stamped postmark on letters and parcels.
- Processed customer requests for refunds or replacements of products purchased by mail order.
- Inspected incoming packages for visible signs of damage prior to processing.
- Tracked orders from customers using online tracking systems.
- Responded promptly to customer inquiries regarding their shipments or orders.
- Identified undeliverable mail and applied markups to return to sender.
Customer Service Representative (Remote)
Lowe's
Houston, TX
02.2021 - 10.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Took special orders in person and over telephone, generating additional revenue every month.
Customer Care Representative
Pacific Dental Services
Irving, TX
12.2018 - 01.2021
- Answered patient inquiries over the phone and via email.
- Provided accurate, valid, and complete information to patients.
- Built sustainable relationships of trust through open communication with patients
- Followed up on patient inquiries not immediately resolved by providing timely updates on the status of their requests.
- Identified opportunities to upsell additional services when appropriate.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Participated in team meetings to discuss strategies for improving patient service
- Provided top quality control and eliminated downtime to maximize revenue.
Education
Tarrant County College District
Fort Worth, TXHigh School Diploma -
Macarthur High School
Irving, TX01-2013
Skills
- Retail Sales
- Automated mail processing proficiency
- Service-oriented
- Mail distribution
- Customer Service
- Production goal setting
- Problem-solving skills
Timeline
Insurance Sales Agent Assistant
Iqor
02.2024 - 08.2024
Mail Processing Clerk
USPS
01.2023 - 03.2024
Customer Service Representative (Remote)
Lowe's
02.2021 - 10.2023
Customer Care Representative
Pacific Dental Services
12.2018 - 01.2021
Tarrant County College District
High School Diploma -
Macarthur High School