Shantramekia Wilson
Jackson,MS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Alorica
11.2021 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Teleperformance USA
04.2021 - 10.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Patient Care Coordinator
Broadpath
01.2019 - 04.2021
- Maintained confidentiality of patient data and condition to safeguard health information.
- Verified patient insurance eligibility and entered patient information into system.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided support and guidance to patients and families to navigate healthcare systems.
Education
High School Diploma -
Wingfield High School
Jackson, MS05.2011
Skills
- Yardi
- Quality Assurance Controls
- Call Volume and Quality Metrics
- Customer Relations
- Fraud detection and
prevention - Customer Inquiry
Management (CIM) - Account services
- Receiving support
Timeline
Customer Service Representative
Alorica
11.2021 - 03.2023
Customer Service Representative
Teleperformance USA
04.2021 - 10.2021
Patient Care Coordinator
Broadpath
01.2019 - 04.2021
High School Diploma -
Wingfield High School
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