SHANTISHA CHIVERS
Customer Service Representative
Atlanta,CA
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 and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
Work History
Outbound Call Center Data Collection Analyst - CES
Titan Technologies - Bureau of Labor Statistics
Atlanta, GA
07.2019 - Current
- Process confidential data records obtained through telephone interviews or other approved means.
- Identify and resolve inconsistencies in respondent’s responses.
- Establish a rapport with potential respondents and enrolling companies into the BLS Current Employment Statistics Report.
- Ensure quality control of collected data while identifying and reporting problems in obtaining valid information.
- Interpret numerical data, reviewing error messages, and correcting data where applicable.
- Cold call companies to meet monthly performance obligations.
- Adhering to daily, weekly, and monthly performance targets.
- Research target company contact information online.
Customer Service Representative
LogistiCare- Claims
Atlanta, GA
03.2015 - 07.2019
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Entered all information into the computer system for future records, documented all client interaction for easy follow-ups.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
ALORICA, VERIZON
Kennesaw, GA
01.2014 - 03.2015
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
NORTH SOUTH MANAGEMENT
Marietta, GA
10.2012 - 01.2014
- Maintained a high-volume workload within a fast-paced environment.
- Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume).
- Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records, and created reports.
- Organized customer information and account data for business planning and customer service purposes.
- Always maintained up-to-date records to meet compliance.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
Nursery Assistant
LOVING HANDS LEARNING CENTER
Mableton, GA
04.2011 - 10.2012
- Enhanced children''s development by implementing age-appropriate educational activities and playtime.
- Assisted in creating a positive learning atmosphere by fostering strong relationships between children, parents, and staff members.
- Aided in conflict resolution among children using positive communication techniques that fostered empathy and understanding.
- Contributed to the enhancement of fine motor skills with art projects, puzzles, and other hands-on activities.
- Supported language development through regular storytelling sessions, sing-alongs, and rhyming games.
- Collaborated with lead teachers to develop engaging lesson plans tailored to each child''s individual needs.
- Maintained a safe and nurturing environment for young children, ensuring their physical, emotional, and mental wellbeing.
- Maintained detailed records of each child''s progress, behavior patterns, health issues or concerns for parent-teacher conferences.
Education
High School Diploma -
PEBBLEBROOK HIGH School
Mableton 08.2008 - 05.2012
Bachelor of Science - CRIMINAL
STRAYER UNIVERSITY
Herndon, VA 07.2020 - Current
Skills
- Active Listening
- Microsoft Excel
- Customer Relations
- Business Development Understanding
- Microsoft PowerPoint
- Report Creation
- Report Transcription
- Report Preparation
- Credit Card Payment Processing
- Account Management
- Staff Training
- Microsoft Word
- Data Evaluation
- Typing Proficiency
- Multi-Line Phone Talent
- Lead Generation
- Customer Relationship Management
- Problem-Solving Ability
- Quality Assurance Controls
- Document Control
- Route Dispatch
- Conflict Resolution
- Closing Sales
- Administrative Support
- Computer Proficiency
- Reading Comprehension
- Critical Thinking
- Customer Service
- Schedule Mastery
- Clerical Support
- Administrative and Office Support
- Customer Account Management
- Customer Retention Strategies
- Documentation
- Research
- Prioritization
Timeline
Bachelor of Science - CRIMINAL
STRAYER UNIVERSITY
07.2020 - Current
Outbound Call Center Data Collection Analyst - CES
Titan Technologies - Bureau of Labor Statistics
07.2019 - Current
Customer Service Representative
LogistiCare- Claims
03.2015 - 07.2019
Customer Service Representative
ALORICA, VERIZON
01.2014 - 03.2015
Customer Service Representative
NORTH SOUTH MANAGEMENT
10.2012 - 01.2014
Nursery Assistant
LOVING HANDS LEARNING CENTER
04.2011 - 10.2012
High School Diploma -
PEBBLEBROOK HIGH School
08.2008 - 05.2012
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