Shantis Suttle
Smiths Station,AL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Team Lead
Afni Inc, Verizon
07.2019 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Care Specialist
Synovus
01.2015 - 06.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Directed customers to appropriate departments for additional support.
- Provided customers with detailed information on company products, services and materials.
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
Education
Associate of Arts - Art
Chattahoochee Valley Community College
Phenix City, Alabama05-2018
High School Diploma -
Smiths Station High School
05-2013
Skills
- Call center experience
- Team management
- Inbound and outbound calls
- Inside sales
- Complaint handling
- Customer service analysis
- Data entry
- Tech support
- Product knowledge
Timeline
Customer Service Representative Team Lead
Afni Inc, Verizon
07.2019 - Current
Customer Care Specialist
Synovus
01.2015 - 06.2019
Associate of Arts - Art
Chattahoochee Valley Community College
High School Diploma -
Smiths Station High School
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