Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanta Tezeno

Sunset,LA

Summary

Experienced Customer Service Supervisor bringing over 10 years of quality performance in customer support roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

7
7
years of professional experience

Work History

Customer Service Supervisor

Calls Plus
10.2021 - Current
  • Coached employees through day-to-day work and complex problems.
  • Handled escalated calls. Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted quality assurance reviews.
  • Monitor and assist in development of work schedules.

Customer Care Representative

Calls Plus
06.2016 - 10.2021
  • First line of response to clients nationwide.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Resolving client issues through inbound/outbound phone, email web portal submissions and text messaging.
  • Appointment setting, telephone patient intake and medical triage.
  • Document and update customer records based on interactions.

Direct Service Worker

Strides Of Acadiama
09.2016 - 06.2017
  • Maintained clean, safe, and well-organized patient environment.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Assisted disabled clients to support independence and well-being.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.

Education

Certification - Certified Medical Assistant

Delta College of Arts & Technology - Lafayette
Lafayette, LA
05.2016

Certification - Administrative Medical Assistant

Unitech Training Academy - Lafayette
Lafayette, LA
03.2005

Associate of Applied Science - Office Systems Technology

Louisiana Technical College - Lafayette
Lafayette, LA
11.1999

Skills

  • Professional Phone Etiquette
  • Goal Attainment
  • Compliance Adherence
  • Incident Investigation
  • Quality Assurance
  • Microsoft Office
  • Handling Complaints
  • Team Productivity

Timeline

Customer Service Supervisor

Calls Plus
10.2021 - Current

Direct Service Worker

Strides Of Acadiama
09.2016 - 06.2017

Customer Care Representative

Calls Plus
06.2016 - 10.2021

Certification - Certified Medical Assistant

Delta College of Arts & Technology - Lafayette

Certification - Administrative Medical Assistant

Unitech Training Academy - Lafayette

Associate of Applied Science - Office Systems Technology

Louisiana Technical College - Lafayette

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Shanta Tezeno