Shante' Melvin
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Retention Agent
Xerox Business Solutions
03.2023 - 07.2024
- Developed new strategies for customer retention activities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Patient Service Representative
Cigna
02.2021 - 02.2023
- Resolved billing inquiries and disputes in timely fashion.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Business Customer Care Specialist
Verizon Wireless
03.2016 - 01.2021
- Achieved and Maintained 98% high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer inquiries via phone, email and web-based platforms.
- Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.
Education
Bachelor of Arts - Business Administration And Management
Gardner-Webb University
05.2026
Skills
- Customer Segmentation
- Support Services
- Outstanding interpersonal skills
- CRM Software
- One-Call Resolution Focus
- Self-Starter
- Process Improvement
- Documentation And Reporting
- Customer Education
- Expert in Email, Chat, and High Volume Call Resolution
Accomplishments
Top 1% Performer Award 2018- Verizon Wireless
You've Got Heart Award- 2017 Verizon Wireless - Displayed exemplary interpersonal skills resulting in stronger customer rapport and brand reputation
Timeline
Customer Retention Agent
Xerox Business Solutions
03.2023 - 07.2024
Patient Service Representative
Cigna
02.2021 - 02.2023
Business Customer Care Specialist
Verizon Wireless
03.2016 - 01.2021
Bachelor of Arts - Business Administration And Management
Gardner-Webb University
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