Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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SHANIQUA SORRELLS

Hull,GA

Summary

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.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Care Bridge Solutions
01.2021 - 03.2024
  • Handled and escalated approximately 25 calls, emails, and faxes per day, while successfully deescalating situations while finding solutions to meet client expectations.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained an high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
  • Contributed to an positive work environment by actively participating in team meetings and sharing ideas for improvement.
  • Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
  • Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.

Customer Service Representative

TTEC
01.2018 - 01.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed approximately 30 incoming calls, emails, faxes per day from customers.
  • 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.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Delivered prompt service to prioritize customer needs.

Office Assistant

Dr. Zaigham Butts
01.2012 - 01.2018
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Handled and escalated approximately 35 calls, emails, and faxes per day.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
  • Maintained strict compliance with HIPPA regulations, ensuring the confidentiality of sensitive patient information.
  • Maintained a clean reception area conducive to an professional atmosphere while adhering to safety guidelines during the COVID-19 pandemic.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

Education

High School Diploma -

Madison County High School
Danielsville, GA
05.2010

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience

Personal Information

Title: CUSTOMER SERVICE REPRESENTATIVE

Timeline

Customer Service Representative

Care Bridge Solutions
01.2021 - 03.2024

Customer Service Representative

TTEC
01.2018 - 01.2021

Office Assistant

Dr. Zaigham Butts
01.2012 - 01.2018

High School Diploma -

Madison County High School

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SHANIQUA SORRELLS