Shant'a Robinson
Norcross,GA
Summary
Results-driven Customer Service Leader with expertise in recruitment and policy development. Enhanced service quality through strategic initiatives and team mentorship. Skilled in CRM software and relationship-building, driving high satisfaction and operational efficiency. Focused on delivering tailored solutions and cultivating positive work environments.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Lead Customer Service Agent
Moss Motors
Colonial Heights, VA
01.2021 - Current
- Supervised and mentored team of customer service representatives, improving service delivery through targeted guidance.
- Developed and implemented customer service policies that elevated service quality and streamlined processes.
- Resolved complex customer inquiries and escalated issues, ensuring high satisfaction levels.
- Analyzed feedback and metrics to identify improvements, implementing targeted solutions.
- Trained new staff on best practices and company protocols for optimal service delivery.
- Collaborated with departments to address needs, improving overall service outcomes.
- Maintained accurate records in CRM, tracking interactions and transactions efficiently.
- Conducted regular meetings to review team performance, share updates, and promote a positive work environment.
Recruiter
Great Staffing of America
Richmond, VA
01.2017 - 01.2021
- Sourced, screened, and interviewed candidates for various roles to align with client requirements and uphold company standards.
- Developed and maintained client relationships to understand staffing needs and deliver tailored recruitment solutions.
- Coordinated and facilitated the interview process between candidates and clients, ensuring a smooth experience for both parties.
- Provided guidance and feedback to candidates throughout the hiring process, enhancing their experience and engagement.
- Conduct thorough reference checks and background screenings to verify candidate qualifications and suitability.
- Stay updated on industry trends and labor market conditions to effectively advise clients on staffing strategies.
- Collaborate with team members to achieve recruitment targets and improve overall agency performance.
Customer Service Representative
HULU
Richmond, VA
11.2012 - 12.2016
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Handled customer calls, delivering accurate and satisfactory responses to queries and concerns.
- Guide callers through troubleshooting, navigating the company site or using the products or services.
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.
- Contacted clients and customers to inform them about new products, services, and policies.
- Collaborated with call center professionals to enhance customer service experience.
- Help train new employees and inform them about the company's customer management policies.
Patient Account Technician
Absolute Collections
North Carolina
12.2010 - 11.2012
- Sending bills to patients, collecting payments, communicating with insurance companies and patients.
- Acquired knowledge of patient privacy procedures, followed up on client claims, and ensured accuracy of documents for insurance company payments.
- Researched client payment history.
- Verified accuracy of vendor and customer account details to maintain compliance and resolve discrepancies.
- Rebuilt and submitted claims to insurance companies to facilitate timely reimbursements.
Education
Business Administration - Associates
American Intercontinental University
Atlanta, GA12-2016
Associate of Arts - Business Administration
Saint Augustine
Raleigh, NC01-2005
Skills
CRM software
Application tracking systems
Data entry
Microsoft Office Suite and Google Workspace
Slack communication
Medical coding
HIPAA regulations
HCPCS coding
Certification
PCI
Timeline
Lead Customer Service Agent
Moss Motors
01.2021 - Current
Recruiter
Great Staffing of America
01.2017 - 01.2021
Customer Service Representative
HULU
11.2012 - 12.2016
Patient Account Technician
Absolute Collections
12.2010 - 11.2012
Business Administration - Associates
American Intercontinental University
Associate of Arts - Business Administration
Saint Augustine