SHANIJA SMITH
Summary
Customer Service and Sales Professional with expertise in retention, billing support, and conflict resolution. Increase customer satisfaction and account retention while driving sales through effective communication and relationship building. Handle high-volume calls, process payments, and resolve escalations in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Retention Specialist
Charter Spectrum
Charlotte
12.2024 - Current
- Resolved billing, service, and account-related concerns to retain customers and enhance their overall experience.
- Negotiate account renewals and maintain strong customer relationships to support long-term business growth.
- Promoted and recommended product and service upgrades through effective upselling and cross-selling techniques.
- Promoted and recommended product and service upgrades through effective upselling and cross-selling techniques.
Customer Service Representative
Bread Financial
Charlotte
11.2022 - 12.2024
- Assisted customers with account inquiries, billing questions, payments, and service concerns to enhance customer satisfaction.
- Handled high-volume inbound calls, ensuring consistent delivery of quality customer experiences.
- Processed payments, account updates, and service requests accurately and efficiently.
- Processed payments, account updates, and service requests with accuracy and efficiency, contributing to seamless operations.
Customer Service Representative
Teleperformance USA
Augusta
01.2019 - 11.2022
- Provided high-quality customer support via phone and email in fast-paced call center, ensuring customer needs were met effectively.
- Delivered high-quality customer support by phone and email in a fast-paced call center environment.
- Maintained professionalism while managing difficult customer interactions and escalated situations, fostering positive customer relationships.
- Demonstrated strong communication, multitasking, and data entry skills.
Education
High School Diploma -
Statesboro High School
Statesboro, GASkills
- Sales & Retention
- Upselling & Cross-Selling
- Customer Service & Support
- Call Center Operations
- Billing & Payment Processing
- Email & Phone Communication
- Data Entry & Typing
- Microsoft Office Suite
- Problem Solving
- Conflict Resolution
- Relationship Building
- Team Collaboration
Timeline
Retention Specialist
Charter Spectrum
12.2024 - Current
Customer Service Representative
Bread Financial
11.2022 - 12.2024
Customer Service Representative
Teleperformance USA
01.2019 - 11.2022
High School Diploma -
Statesboro High School