Shanice Draughon
Houston,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
08.2021 - 11.2023
- Main priority is to deliver positive experience that solves customers' challenges in one call
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Customer Service Representative
Citizens Energy
07.2019 - 02.2021
- Review accounts, budget enrollments, deposit calculations, account status updates and/or changes, historical consumption information, letter of credit requests, refund requests, submitting claims
- Exhibited high energy and professionalism when dealing with clients and staff.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Customer Service Representative
GEICO
11.2017 - 03.2019
- Provide excellent customer service, and knowledge about GEICO products
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Tracked customer service cases and updated service software with customer information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative
Department Of Treasury
11.2016 - 11.2017
- Providing excellent customer service, and great knowledge to the customer
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Receptionist
Excell Sports Chiropractic
03.2016 - 11.2016
- Answering calls, retrieve voicemails, and check emails
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Confirmed appointments, communicated with clients, and updated client records.
Education
General -
Avon High School
Avon, IN06.2011
Skills
- Customer Service
- Workforce Development
- Receptionist
- Team Lead
- Schedule Management
- Inventory
- Data Entry
- Payroll Management
Timeline
Customer Service Representative
Verizon Wireless
08.2021 - 11.2023
Customer Service Representative
Citizens Energy
07.2019 - 02.2021
Customer Service Representative
GEICO
11.2017 - 03.2019
Customer Service Representative
Department Of Treasury
11.2016 - 11.2017
Receptionist
Excell Sports Chiropractic
03.2016 - 11.2016
General -
Avon High School
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