Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Shanetra Walton

Thomson,GA

Summary

Top-performing customer service representative with 5+ years of experience in monitoring incoming calls from customers and providing the required information. Known to resolve the problems of callers using tact and diplomacy. Ability to work in a team-oriented and fast-paced environment. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Shanetra Alexis Lott
06.2020 - 07.2023
  • Receive inbound telephone calls, ensuring that the right opening lines are used
  • Listen to customers’ requirements and provide them with the required information
  • Take and record new caller information into the company system
  • Provide customers with information regarding products and services
  • Identify customers’ needs and offer the best solutions as per company policies
  • Place outbound follow-up calls to confirm orders
  • Assist customers with technical issues, by running them through procedures
  • Create and maintain information logs of customer interaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Representative/Assistant

Acumen Solutions
05.2017 - 06.2020
  • Inbound/Outbound calls
  • Make/Confirm appointments
  • Data entry
  • Take Payments
  • Record keeping
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.

Receptionist

DFCS
08.2014 - 05.2017
  • Service/Communication (Provided clients with information regarding their case/record)
  • Answered central telephone system and directed calls
  • Appointment confirmations
  • Data Entry
  • Record keeping
  • Light house keeping
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Corresponded with clients through email, telephone, or postal mail.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained confidentiality of information regarding clients and company.

Education

training program earning Certifications: CompTIA IT Fundamentals -

Thomas A Edison Career And Technical Academy
Elizabethport, NJ
06.2014

Participating in a 16 - undefined

TechBridge Technology Career Program
05.2022

Skills

  • Report Creation
  • Account Management
  • Microsoft Word
  • Report Transcription
  • Active Listening
  • Customer Relations

Certification

Organization |Time Management| Inbound/Outbound Calls | | Data Entry | Microsoft Office Excel, Access | | IT Concepts & Technology | Infrastructure | Applications & Software | Software Development | | Database Fundamentals | Security | Azure | Scrum | Cloud Computing | | CompTIA IT Fundamentals | Professional Scrum Master I | Microsoft Certified: Azure Fundamentals

Affiliations

Master I, and Microsoft Certified: Azure Fundamentals. IT Concepts and Technology: Comprehends notational systems, illustrate the basics of computing, and explain the value of data and troubleshooting. Infrastructure: Set up and install common peripheral devices to a laptop/PC or secure a basic wireless connection. Application and Software: Manage applications software, understand the various components of an operating system, and explain purpose of methods of application architecture. Software Development: Comprehend programming languages categories, interpret logic, and understand the purpose of programming concepts Database Fundamentals: Able to explain database concepts, structures, and purpose, as well as understands methods used to interface. Security: Understands confidentiality, integrity, and availability concerns of secure devices and best practice methods. High School Diploma 09/2010-06/2014 CERTIFICATIONS | LICENSES First Aid and CPR February 2021 CompTIA IT Fundamentals TechBridge, Atlanta, GA Professional Scrum Master I TechBridge, Atlanta, GA Microsoft Certified: Azure Fundamentals TechBridge, Atlanta, GA

Timeline

Customer Service Representative

Shanetra Alexis Lott
06.2020 - 07.2023

Customer Service Representative/Assistant

Acumen Solutions
05.2017 - 06.2020

Receptionist

DFCS
08.2014 - 05.2017

training program earning Certifications: CompTIA IT Fundamentals -

Thomas A Edison Career And Technical Academy

Participating in a 16 - undefined

TechBridge Technology Career Program

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Shanetra Walton