Shaqkhia L. Dorsey
Cedar Hill,TX
Summary
Enthusiastic and hard-working Customer Service driven individual looking to obtain a position environment where my skills are valued and can benefit the organization. Dedicated, focused and excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Advocate II
GM Financial
10.2022 - Current
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Contacted outside providers on behalf of customers to help solve problems.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Retail Sales Clerk/ Customer Service Rep
US Postal Service
01.2014 - Current
- Operates office machines such as voicemail systems, photocopiers, scanners, fax machines and personal computers
- Answering phone calls and taking messages
- Filing important company records and ensures documents are well kept
- This also involves compiling, copying and sorting records of office activities
- Completes work schedules, manage calendars and organize appointments
- Data entry of demographics
- Checks and record information from company emails and pass them along to relevant departments in the company
- Maintaining inventory on office supplies
- Performs any variety of sales and customer service at retail window such as maintaining sufficient inventory of and selling mail supplies
- Handles and processes customer purchases and returns
- Accepting and responding to customer claims, inquiries, and providing information to the public regarding postal regulations
- Assist customers with transactions and replenishing displays and merchandise racks to keep presentable to customers
- Rents post office boxes, receives rental payments and conducts reference checks
- Provides product and service information to customers, including informing customers regarding special offers; suggestive selling related merchandise; promoting products based on customer needs
- Provides additional information regarding product features and services
- Provides sales and customer service support by greeting customers and explaining store layout; determining special interests and referring to sales and promotional programs; offers assistance in product selection; provides special assistance; and answers customer inquiries when needed.
Customer Service Rep
Aegis Communications, Humana Healthcare
01.2012 - 01.2014
- Assist members with selecting the best benefit plan options available to them through the enrollment process, including enrollment in specialized care programs
- Answer high volume of inbound telephone calls daily to resolve customers service inquiries accurately and efficiently
- Provide members and healthcare providers with claim status, benefits, eligibility information and resolve billing issues
- Access customer account information via computer software and make necessary entries in order to resolve problems and/ or complaints
- Cope with and diffuse stressful situations, control direction of call with tact and diplomacy at all times
- Use independent judgement, logic and analytical skills in problem solving while providing excellent customer service
- Process written customer correspondence and provide appropriate level of follow up in timely manner
- Research complex issues across multiple databases and work with support resources to resolve issues
- Participates in internal and external educational opportunities relevant to call center or customer service environment
- Work with other departments to maintain a high level of customer service based on customer needs.
Education
Cedar Valley College
2014
Sociology
Tyler Junior College
2012
High School Diploma -
Cedar Hill High School
Cedar Hill, TX06.2011
Skills
- Effective communication skills: Adept in public and customer relations, and liaison
- Resourceful and well-organized: Provides excellent customer service
- Keen sense of responsibility: Solid professional standards Excellent track record of dependability
- Technical Expertise:
- Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access
- SKILLS AND PROFICIENCIES
- Customer Service
- Strong organizations skills
- Telecommunication skills
- Adaptive team player
- Customer Data Confidentiality
- Invoice Requests
- Issue and Complaint Resolution
- Document Review Skills
- Billing and Payment
- Data Entry
- Productivity Standards
Timeline
Customer Advocate II
GM Financial
10.2022 - Current
Retail Sales Clerk/ Customer Service Rep
US Postal Service
01.2014 - Current
Customer Service Rep
Aegis Communications, Humana Healthcare
01.2012 - 01.2014
Cedar Valley College
Sociology
Tyler Junior College
High School Diploma -
Cedar Hill High School
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