SHANIQUA SMITH
Phoenix,AZ
Summary
To obtain a professional long-term career to ensure quality and customer satisfaction with my customer service and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Telephone Service Representative
Centratel LLC
Oregon, Wisconsin
03.2024 - 07.2026
- Maintained and recorded customer information in database.
- Handled inbound telephone calls from interested customers.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Ensured prompt resolution of customer inquiries while maintaining high levels of quality assurance standards.
Customer Service Representative
Robert Half Internationals
Lansing, MI
04.2020 - 02.2024
- Provided exceptional customer service through effective communication and active listening to resolve inquiries.
- Managed high call volumes efficiently while maintaining a positive and professional demeanor.
- Documented customer interactions accurately in CRM systems to ensure seamless follow-up and issue resolution.
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
- Participated in team meetings to discuss strategies for enhancing customer experience.
Call Center Agent
America's Preferred Home Warranty
DeWitt, MI
02.2017 - 03.2020
- Manage 50 - 150 calls daily.
- Resolved issues through effective communication and problem-solving skills.
- Collaborated with technicians to schedule home service appointments.
- Documented customer interactions in the company's CRM system.
- Handled escalated calls with professionalism and empathy.
- Provide accurate, valid and complete information to customers.
Call Center Sales Agent
Evolve Tele-Services
East Lansing, MI
06.2014 - 02.2017
- Resolved customer complaints effectively to enhance satisfaction and loyalty.
- Utilized sales techniques to promote products and drive customer engagement.
- Managed inbound calls to provide accurate information and support.
- Maintained up-to-date knowledge of product features, pricing plans, promotions, and new product launches.
Education
General Education Development
East Lansing, MISkills
- Telephone Skills
- Problem solving
- Communication
- Customer Service
Roles And Responsibilities
• Exceptional Customer Service
• CRM software
• Microsoft Office, Word, Team, PowerPoint, etc.
• Genesys, NICE, Ring Central knowledge
• Answering questions, resolving complaints and processing transactions.
• Type 30 - 40 WPM
• Actively listening
• Troubleshooting
Timeline
Telephone Service Representative
Centratel LLC
03.2024 - 07.2026
Customer Service Representative
Robert Half Internationals
04.2020 - 02.2024
Call Center Agent
America's Preferred Home Warranty
02.2017 - 03.2020
Call Center Sales Agent
Evolve Tele-Services
06.2014 - 02.2017
General Education Development