Shanita Addison
Ridgeland,MS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Customer Experience Specialist (Remote)
Comcast/Xfinity
07.2023 - 01.2024
- Diagnosed customer needs and educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
- Worked with internal teams to understand business needs and changing strategies.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
Prepaid Claims Customer Service(Bank of America)
TTEC
03.2022 - 09.2022
- Upheld quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Played an instrumental role in reducing overall call wait times within the department by consistently meeting performance metrics.
- Managed multiple software systems comfortably for efficient data entry, retrieval of information needed during calls.
- Relayed customer feedback to cross-functional teams to improve products and services
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Customer Accounts Rep
AT&T
05.2006 - 03.2022
- Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
- Maintained customer database by entering any new and updated customer and account information
- Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
Education
Non-Degree Program - Business Administration And Management
Mississippi Delta Community College
01.2013
High School Diploma -
Leland High School
01.1996
Skills
- Efficient and Detail-Oriented
- Email Support
- Understanding Customer Needs
- Problem Solving
- Call Documentation
- Order and Refund Processing
- Salesforce
- Data Entry
- CRM Software
- Live Chat
- Microsoft Office
Timeline
Customer Experience Specialist (Remote)
Comcast/Xfinity
07.2023 - 01.2024
Prepaid Claims Customer Service(Bank of America)
TTEC
03.2022 - 09.2022
Customer Accounts Rep
AT&T
05.2006 - 03.2022
Non-Degree Program - Business Administration And Management
Mississippi Delta Community College
High School Diploma -
Leland High School
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