Shantay Ross
North Las Vegas,NV
Summary
Proven professional with extensive experience in customer service and call management, notably at Foundever. Excelled in utilizing Aegis CRM to enhance customer satisfaction and streamline processes. Demonstrated exceptional phone etiquette and problem-solving skills, significantly improving call handling efficiency. Skilled in team training and leadership, ensuring high-quality service delivery and operational excellence.
Overview
9
9
years of professional experience
Work History
Call Representative
24-7 Intouch
Las Vegas, NV
2024.07 - 2024.10
- Provided top quality control and eliminated downtime to maximize revenue.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Offered alternative solutions where appropriate to resolve customer complaints satisfactorily.
- Processed orders, forms, applications, and requests while following established protocols.
Work From Home Agent
Foundever
Las Vegas, NV
2021.02 - 2023.11
- Collected deposits or payments and arranged for billing.
- Processed orders accurately according to established guidelines and timelines.
- Maintained high levels of professionalism when interacting with customers both verbally and written.
- Processed travel notifications, along with handling fraud cases, with care.
- Handled back-to-back calls.
Manager
Dollar General Market
Las Vegas, NV
2016.04 - 2020.09
- Checked IDs for age-restricted purchases such as alcohol or cigarettes.
- Processed customer payments quickly and returned exact change and receipts.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Performed opening and closing duties such as setting up registers, counting cash drawers.
- Adhered to company guidelines for dealing with difficult or irate customers.
Education
GED -
Valley High School
Las Vegas, NV2017-06
Skills
- Aegis CRM
- Goal oriented
- Phone etiquette
- Typing speed
- Call handling
- Appointment scheduling
- Call center experience
- Call management
- Customer service
- Product sales
Timeline
Call Representative
24-7 Intouch
2024.07 - 2024.10
Work From Home Agent
Foundever
2021.02 - 2023.11
Manager
Dollar General Market
2016.04 - 2020.09
GED -
Valley High School