Shaniya Thompson
Montgomery,AL
Summary
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Representative
Regions Bank
08.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Unemployment Claims Specialist
Alabama Unemployment
05.2021 - 08.2023
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Expedited claim approvals by effectively prioritizing workload and managing deadlines.
- Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests, and personal inventories to assist clients in determining strengths and weaknesses.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Streamlined the unemployment claims process by implementing efficient case management strategies.
- Participated in cross-functional projects aimed at improving overall department efficiency and effectiveness in handling unemployment claims matters.
- Collaborated with other departments to develop streamlined processes for sharing information related to unemployment claims.
- Improved the accuracy of claims data by regularly updating and maintaining electronic records.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Conducted regular audits of processed claims to identify errors or inconsistencies that may require corrective action or further investigation.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
Front Desk Receptionist
Ymca Of Greater Montgomery
07.2019 - 05.2021
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Developed strong working relationships with team members, fostering a positive work environment.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Completed all tasks in compliance with company policies and procedures.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Education
Bachelor Of Business Administration - Human Resources Management
University of Phoenix
Tempe, AZHigh School Diploma -
Jefferson Davis High School
Montgomery Al05.2021
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Call Control
- Database Management
- Staff Training
- Account Management
- Database Maintenance
- Escalation management
- Documentation Review
Timeline
Senior Customer Service Representative
Regions Bank
08.2023 - Current
Unemployment Claims Specialist
Alabama Unemployment
05.2021 - 08.2023
Front Desk Receptionist
Ymca Of Greater Montgomery
07.2019 - 05.2021
Bachelor Of Business Administration - Human Resources Management
University of Phoenix
High School Diploma -
Jefferson Davis High School