Hi, I’m
ShanTerrica Youngblood
Fort Worth ,TX
Summary
As a skilled Lead Quality Customer Service Agent I have strong analytical, oral and written communication skills. In addition, I have excellent time management and 8 years of working in a self- directed and competitive environment. I am motivated and have a positive attitude, great ability to multitask and make quick decisions. Professionally I've worked with a diverse group of people daily. Resolve problems and maintain an ongoing professional relationship with Mangers, Supervisors and Co-Workers. Authorized to work in the US for any employer
Overview
6
years of professional experience
Work History
Birkenstock USA
Customer Service Representative(remote)
09.2024 - Current
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Handled all incoming and outgoing emails efficiently.
- Handled payment management for billing.
Ceris Corvel
Customer Service Representative
02.2023 - 08.2024
Job overview
- At Ceris, I am responsible for addressing client and/or provider inquiries via email or other written correspondence ensuring adherence to contractual and state guidelines as well as client instructions. Some of my duties include
- Review previous history of the provider in MedCheck, Scheck and SalesCloud
- Consult with Supervisor or other departments to clarify answers to inquiries
- Contact provider to discuss findings at the appropriate level
- Maintain reports and spreadsheets as needed
Molina Healthcare
Quality Assurance Specialist
11.2019 - 02.2024
Job overview
- At Molina healthcare I was responsible for taking inbound and outbound calls from customers. Later graduated to a Quality assurance specialist in which I was responsible for reviewing calls and giving feedback based on metrics and company policies.
Wells Fargo
Phone Banker II
04.2019 - 06.2020
Job overview
- Wells Fargo Bank is one of the biggest and well known banking institutions in the U.S. I have been able to accomplish many things in my position such as being a customer service representative, team lead, and manager assistant. I assisted customers with their everyday banking needs such as balances, disputes, and ordering checks.
Education
Keys Learning Center Euless, TX
High School Diploma from General Studies
05.2011
Tarant County College Hurst, TX
Associate from Criminal Justice
Skills
- Customer service
- Quality Assurance
- Windows
- Microsoft Office
- Customer Service
- Microsoft Outlook
- Cold Calling
- Customer Care
- Communication Skills
- Customer Support
- Organizational skills
- Medical terminology
- Communication skills
- Research
- Data Entry (Less than 1 year)
- Banking
- Call Center
- Typing
- Auditing (Less than 1 year)
- Time management (Less than 1 year)
- Microsoft Word
- Signifyd
- Adyen
- Sandbox
- Gladly
- IBM
Timeline
Customer Service Representative(remote)
Birkenstock USA
09.2024 - Current
Customer Service Representative
Ceris Corvel
02.2023 - 08.2024
Quality Assurance Specialist
Molina Healthcare
11.2019 - 02.2024
Phone Banker II
Wells Fargo
04.2019 - 06.2020
Keys Learning Center
High School Diploma from General Studies
Tarant County College
Associate from Criminal Justice
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