SHANTAL GLOVER
Trenton,NJ
Summary
Customer Support with 5+ years of experience providing customer service through high-volume inbound and outbound interactions. Skilled in responding to customer inquiries, identifying and resolving issues, documenting interactions, processing requests, and escalating unresolved concerns to the appropriate teams. Experience working with business systems, CRM platforms, Microsoft Office, data entry, order processing, and administrative tasks. Known for strong communication, active listening, adaptability, attention to detail, and maintaining professionalism in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Customer Service Associate
HIBBERT GROUP
Trenton, NJ
06.2023 - Current
- Utilizing established inbound and outbound calls/text communications (notified as employee of the week for most calls taken)
- Keying and Qcing orders into web based systems.
- Recognize potential adverse events and product complaints and initiate an escalation
- Identify customer needs and provide appropriate support while maintaining accuracy and attention to detail.
- Perform quality-control checks on orders to ensure information is complete and accurate.
- Use various web systems and for calls and Microsoft Excel, Outlook, Teams, and business systems to manage information, communicate with teams, and complete daily administrative responsibilities.
- Perform clerical duties such as data capture and call center support
- Process and print orders while maintaining organized records and accurate documentation.
Customer Service Representative
NAVIENT XTEND HEALTHCARE
Remote
04.2021 - 05.2022
- Handled inbound and outbound customer calls in a high-volume remote customer service environment.
- Responded to customer questions and provided accurate information regarding COVID-19 vaccination services and appointments.
- Verified customer information and vaccination status while maintaining accuracy and professionalism.
- Scheduled customer appointments using a web-based system and accurately entered customer information.
- Assisted customers in understanding appointment information and eligibility requirements.
- Participated in daily meetings and required training to improve service quality, performance, and knowledge.
Call Answering Service Representative
TELEPOINT COMMUNICATIONS INC
Remote
07.2020 - 02.2021
- Handled inbound customer calls and provided assistance while following established procedures and scripts.
- Conducted customer surveys and accurately recorded caller responses.
- Assisted callers with questions regarding COVID-19 vaccination services.
- Scheduled customer appointments and entered information accurately into web-based systems.
- Maintained professional communication while assisting customers with a variety of questions and needs.
Education
Associate Degree - Applied Science
Mercer County Community College
High School Diploma - undefined
Nottingham High School
Skills
- Customer Support
- Customer Inquiries & Issue Resolution
- High volume Inbound & Outbound Calls
- Telephone & Email Communication Customer Interaction Documentation
- Escalation Management
- Problem Solving
- Data Entry & Information Processing
- Administrative Support
- Order Processing
- Quality Control
- CRM & Business Systems
- Microsoft Excel, Outlook, Word & Teams
- Time Management
- Multitasking
- Adaptability
- Team Collaboration
- Printing and production
- Active listening
- De-escalating customer concerns
Timeline
Customer Service Associate
HIBBERT GROUP
06.2023 - Current
Customer Service Representative
NAVIENT XTEND HEALTHCARE
04.2021 - 05.2022
Call Answering Service Representative
TELEPOINT COMMUNICATIONS INC
07.2020 - 02.2021
High School Diploma - undefined
Nottingham High School
Associate Degree - Applied Science
Mercer County Community College