SHANTAL GLOVER
Trenton,NJ
Summary
Customer Support Specialist experienced in delivering exceptional service through high-volume inbound and outbound communications. Achieved effective issue resolution and customer satisfaction by leveraging strong communication and active listening skills while maintaining organized records and detailed documentation. Focused on enhancing operational efficiency by utilizing various business systems and performing accurate order processing and data entry.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
HIBBERT GROUP
Trenton, New Jersey
06.2023 - Current
- Identify customer needs and provide appropriate support while maintaining accuracy and attention to detail.
- Utilized inbound and outbound calls/text communications, recognized as an employee of the week for call volume.
- Recognized and escalated potential adverse events and product complaints to ensure customer safety and satisfaction.
- Perform quality-control checks on orders to ensure information is complete and accurate.
- Processed and printed orders while ensuring organized records and accurate documentation for efficient order fulfillment.
- Keying and Qcing orders into web-based systems.
- Use various web systems and call systems and Microsoft Excel, Outlook, Teams, and business systems to manage information, communicate with teams, and complete daily administrative responsibilities.
- Executed clerical tasks to maintain organized records and efficient office workflow, such as data capture and call center support
Customer Service Representative
NAVIENT XTEND HEALTHCARE
04.2021 - 05.2022
- Managed high-volume inbound and outbound customer calls in a remote environment, ensuring effective communication and resolution.
- 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.
- Guided customers in understanding appointment information and eligibility requirements to facilitate informed decisions.
- Engaged in daily meetings and training to enhance service quality and expand the knowledge base.
Call Answering Service Representative
TELEPOINT COMMUNICATIONS INC
07.2020 - 02.2021
- Handled inbound customer calls remotely, providing assistance and ensuring adherence to established procedures and scripts.
- Explained telecom products, features, and promotions to callers.
- Assisted callers with questions regarding COVID-19 vaccination services.
- Maintained professional communication while assisting customers with a variety of questions and needs.
- Scheduled customer appointments and accurately entered information into web-based systems to enhance customer service.
- Maintained professional communication while addressing diverse customer inquiries and needs.
Education
Associate Degree - Applied Science
Mercer County Community College
High School Diploma -
Nottingham High School
Skills
- Customer support software
- Order entry
- Web-based systems
- Appointment scheduling
- Quality control
- Microsoft Excel
- MS Office
- Inbound and outbound calling
- Issue escalation
- Problem solving
- De-escalating customer concerns
- Data entry
- Attention to detail
Timeline
Customer Service Representative
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
Associate Degree - Applied Science
Mercer County Community College
High School Diploma -
Nottingham High School