SHANTAL VASSELL
Mount Vernon,NY
Summary
Experienced with providing compassionate care and support to clients. Utilizes effective communication and empathy to enhance patient comfort and trust. Knowledge of managing daily living activities, medication administration, and patient safety protocols. Result-driven Customer Service Professional with 6 years of remote | onsite experience, delivering exceptional customer support and ensuring high client satisfaction. Adept at managing high-volume inquiries via phone and live chat while maintaining a 98% customer satisfaction rating. Skilled in conflict resolution, team leadership, and process optimization, with a proven ability to train and mentor support teams for improved efficiency. A highly organized, self-motivated professional who thrives in remote environments, excels at problem-solving, and enhances customer retention through proactive engagement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Home Health Aide
Taylored Care Inc.
06.2025 - Current
- Provided personal care services, including bathing, grooming, and dressing for clients with diverse needs.
- Assisted clients with mobility and transfers, ensuring safety and comfort during daily activities.
- Monitored vital signs and reported changes in health status to healthcare professionals promptly.
- Maintained accurate documentation of client progress and care provided, ensuring compliance with regulations.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
Customer Service Representative (Remote|Onsite Optimum Contact Center)
Optimum
01.2023 - 01.2024
- Processed payments, plan upgrades, and service modifications, ensuring accuracy and compliance with company policies.
- Escalated unresolved technical issues to the appropriate departments while ensuring timely follow-ups with customers.
- Worked closely with technical support and retention teams to ensure seamless issue resolution and customer retention.
- Consistently exceeded performance metrics, including first-call resolution rate, response time, and customer satisfaction scores.
Customer Service Chat Team Manager | Ulta Beauty Contact Center
Ibex Global
01.2022 - 01.2023
- Monitored real-time chat interactions and provided coaching, feedback, and performance evaluations to enhance customer satisfaction and response efficiency.
- Created and maintained chat scripts, FAQs, and training documents, improving response consistency and agent confidence.
- Collaborated with quality assurance and operations teams to refine chat protocols, ensuring a seamless customer experience.
Team Manager & Trainer | 1-800 Flowers Contact Center (Remote| Onsite)
Innovative Vision/ Support Services Group
01.2018 - 01.2022
- Led a remote team of 20 customer service representatives, ensuring high performance and adherence to company policies.
- Monitored KPIs (response time, resolution rate, customer satisfaction scores) and implemented performance improvement plans.
- Conducted live training sessions via Zoom & Microsoft Teams, focusing on CRM usage, de-escalation techniques, and customer engagement strategies.
- Worked closely with operations and quality assurance teams to identify areas for improvement, leading to an 10% increase in customer satisfaction ratings.
Education
. -
Johnathan Grant High School
St. Catherine, Jam05-2017
. -
Tivoli Gardens High School
Kingston, Jam07-2015
Skills
- Time management & self-discipline
- Ability to work independently
- Virtual collaboration & teamwork
- Adaptability to different time zones
- Proactive problem-solving
- Strong written & verbal communication
- Active listening & empathy
- Video conferencing (Zoom, Microsoft Teams)
- Conflict resolution
- Handling high-volume inquiries
- Customer retention strategies
- Secure handling of customer data
- Password management & encryption
- Awareness of phishing & security threats
- Patient care
- Personal hygiene assistance
- Vital signs monitoring
- Housekeeping
- Bathing assistance
- Dressing assistance
- Light housekeeping
- Mobility support
- Client documentation
Certification
- HHA - Home Health Aide
- Customer Service
LANGUAGE
English (Fluent)
Timeline
Home Health Aide
Taylored Care Inc.
06.2025 - Current
Customer Service Representative (Remote|Onsite Optimum Contact Center)
Optimum
01.2023 - 01.2024
Customer Service Chat Team Manager | Ulta Beauty Contact Center
Ibex Global
01.2022 - 01.2023
Team Manager & Trainer | 1-800 Flowers Contact Center (Remote| Onsite)
Innovative Vision/ Support Services Group
01.2018 - 01.2022
. -
Johnathan Grant High School
. -
Tivoli Gardens High School