Shantoya Gathers
El Paso
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
11
11
years of professional experience
Work History
Support Services Representative
Enterprise Holdings
08.2023 - 09.2024
- Assisted customers with making reservations and entered reservation details into computer system.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Provided callers with product and customer service information to foster brand loyalty.
- Determined clients' needs and helped select appropriate rentals fulfilling requirements.
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
Customer Experience Associate
AnyWhere Works
11.2022 - 07.2023
- Maintained high level of customer service through friendly and polite demeanor.
- Operated telephone operating system and documented calls in Switch Board.
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Relayed and transcribed verbal messages to personnel.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Maintained accurate records of calls placed and received.
- Processed customer payments for timely, accurate order fulfillment.
- Followed up on customer inquiries to confirm issues were adequately addressed.
Office Manager
Fidelity Health Care
11.2020 - 09.2022
- File and maintain records
- Schedule appointments, maintain, and update appointment calendars
- Transmit information or documents to customers, using computer, mail, or facsimile machine
- Receive payment and record receipts for services.
- Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices.
- Oversaw receiving and organizing correspondence, answering and forwarding calls, and creating business letters and records.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel
Customer Service Representative
QuickBooks
07.2018 - 11.2020
- Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
- Manage multiple priorities within a high volume and fast-paced environment and handle shifting priorities daily
- Work with the Customer Support Leadership to successfully address escalated concerns
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Technical Support
Kelly Connect
03.2014 - 04.2018
- Gather customer information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues
- Research required information using available resources
- Follow standard processes and procedures
- Identify and escalate priority issues per Client specifications
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business
- Assisted customers with various types of technical issues via email live chat and telephone.
Education
High School Diploma -
Stone Mountain High School
Stone Mountain, GA05.2011
Certificate - Business Management
Georgia Piedmont Technical College
Clarkston, GA07-2026
Skills
- Proficient with Microsoft Office
- Ability to handle large call volume
- Training and coaching
- Issue and conflict resolution
- Customer communications
- Documenting calls
- Dispute resolution
- Call center experience
- Follow-up skills
Timeline
Support Services Representative
Enterprise Holdings
08.2023 - 09.2024
Customer Experience Associate
AnyWhere Works
11.2022 - 07.2023
Office Manager
Fidelity Health Care
11.2020 - 09.2022
Customer Service Representative
QuickBooks
07.2018 - 11.2020
Technical Support
Kelly Connect
03.2014 - 04.2018
High School Diploma -
Stone Mountain High School
Certificate - Business Management
Georgia Piedmont Technical College
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