Shanice Jackson
Good Shepherd
Endicott,NY
7
years of professional experience
Customer Service Professional experienced in CRM, de-escalation, and relationship-building. Resolved complex issues and maintained accurate records while delivering empathetic support that enhanced customer satisfaction and retention. Improved service delivery through active listening, complaint resolution, and cross-functional coordination, while fostering trust and team performance through coaching and best practices.
Work History
Customer Service Representative
4 Years 9 Months- Resolved customer inquiries with empathy, delivering accurate information and timely follow-up.
- Assisted clients through intake procedures, ensuring clear communication and efficient next steps.
- Processed service requests, maintaining precise records and consistent documentation standards.
- Coordinated with internal teams to address issues and support seamless service delivery.
- Handled confidential information carefully while complying with organizational privacy requirements.
- Updated case notes and account details to support accurate tracking and continuity of care.
- Adapted quickly to changing priorities, balancing multiple requests with professionalism.
- Reinforced service quality by identifying recurring issues and escalating complex concerns appropriately.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across the company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Representative
2 Years 2 Months- Participated in training programs to enhance product knowledge and customer service skills.
- Assisted clients through intake procedures, ensuring clear communication and efficient next steps.
- Processed service requests, maintaining precise records and consistent documentation standards.
- Resolved customer inquiries with empathy, delivering accurate information and timely follow-up.
- Coordinated with internal teams to address issues and support seamless service delivery.
- Handled confidential information carefully while complying with organizational privacy requirements.
- Updated case notes and account details to support accurate tracking and continuity of care.
- Adapted quickly to changing priorities, balancing multiple requests with professionalism.
- Reinforced service quality by identifying recurring issues and escalating complex concerns appropriately.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
High School Diploma
High School Diploma
Skills
Customer interaction
Customer relations
Client relations
Relationship building
CRM expertise
Complaint handling
Problem resolution
Reading comprehension
Issue resolution
Follow-up skills
Issue resolution
Relationship building
Active listening
Professional telephone demeanor
Team development
Product troubleshooting
Administrative support
Documentation
Data analysis
Account management
Account updating
Appointment scheduling
Call handling
Call triaging
Escalation handling
Service routing
Coordination
Prioritization
Critical thinking
Mediation skills
Quality assurance
Information security
System implementation
Multi-line phone operation
Assertiveness
Reading comprehension
Quality assurance
Escalation resolution
Information security
Call triaging
Route management
Timeline
Customer Service Representative
Good Shepherd
09.2021 - 06.2026Read More
Customer Service Representative
Vestal Park
06.2019 - 08.2021Read More
High School Diploma
Read More
Boces
High School Diploma
Read More