Summary
Overview
Work History
Education
Skills
Timeline
Generic

shantelle middleton

Charlotte,NC

Summary

To obtain a position that allows me to assist organizational leaders to ensure proper customer service, execute resolutions in assisting customers and to progress professionally.

Overview

16
16
years of professional experience

Work History

CHAT SUPPORT Representative

XFINITY MOBILE
04.2018 - Current
  • Has Great Written Communication, verify account information
  • Engages Proactively, Asks Direct Relevant Questions, Sets Clear Expectations
  • Uses Personality

HEALTH CARE SUPPORT Representative

LASH GROUP
10.2022 - 08.2023
  • Submits orders by referring Medicines
  • Ensure Insurance is up to date
  • Electronic validation of pharmacy coverage and medical eligibility
  • Verify candidates' documents by conducting field visits to their provided addresses.

Customer Service Representative

Windstream
07.2015 - 01.2018
  • Submits orders by referring to price lists and product literature
  • Adjusts content of sales presentations by studying the type of sales outlet or trade
  • Checking competition by gathering current marketplace information on pricing, products, new products
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Attempt to persuade customer to reconsider cancellation
  • Understanding customer needs
  • Attempt to persuade customer to reconsider cancellation.

customer service representative

direct tv
11.2008 - 04.2015
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services
  • Opens customer accounts by recording account information
  • Maintains customer records by updating account information
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintains financial accounts by processing customer adjustments
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs
  • Prepares product or service reports by collecting and analyzing customer information
  • Contributes to team effort by accomplishing related results as needed.

Education

Diploma -

r.b stall high school
01.2005

Skills

  • Clear communication is essential in customer service – you need to know what the customer wants and be able to articulate what you can do for the customer Enunciating, speaking loudly enough, and employing an upbeat tone, will help you communicate clearly and positively with your customers These skills are essential in phone communication as well If you write or email with customers, be sure to use proper grammar and spelling, and choose words and phrases that convey a similarly upbeat attitude
  • Listening skills are just as important as communication skills Listen carefully to the customer to know exactly what she needs and how you can help her Demonstrate that you are listening through body language and responses (nod when you understand something, make eye contact, etc) Don’t be afraid to ask clarifying questions to make sure you understand the other person An important aspect of customer service is simply making the customer feel heard
  • Quick Typing
  • Language Fluency
  • Empathy Display
  • Performance Tracking
  • Up-selling techniques
  • Computer Skills
  • Understanding Customer Needs
  • Calm Under Pressure
  • Problem Resolution
  • Relationship Building

Timeline

HEALTH CARE SUPPORT Representative

LASH GROUP
10.2022 - 08.2023

CHAT SUPPORT Representative

XFINITY MOBILE
04.2018 - Current

Customer Service Representative

Windstream
07.2015 - 01.2018

customer service representative

direct tv
11.2008 - 04.2015

Diploma -

r.b stall high school

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shantelle middleton