Shaquana Brunson
Kingstree,SC
Summary
Experienced customer service professional with over 5 years of providing excellent customer support in fast-paced environments. Skilled in handling customer inquiries, resolving issues, and ensuring high customer satisfaction. Seeking to apply my communication skills and problem-solving abilities to enhance customer experiences at Teleperformance
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
ABC Services
Remote
03.2021 - 09.2023
- Provided support for over 200 customers weekly, answering inquiries and troubleshooting product issues.
- Increased customer retention by 15% through proactive follow-up and personalized service.
- Collaborated with product development teams to identify and address common customer complaints.
- Achieved a customer satisfaction score of 93%, consistently meeting departmental goals.
Customer Service Representative
Teleperformance
Remote
01.2018 - 02.2021
- Handled an average of 50+ inbound customer calls daily, addressing inquiries, complaints and technical issues.
- Resolved 95% of customer issues on the first call, improving overall customer satisfaction by 10%.
- Trained 5 new employees, improving team performance and reducing onboarding time by 20%.
- Used Salesforce CRM to track customer interactions, ensuring accurate records and timely follow-ups.
- Assisted in launching a new customer service chat feature, resulting in a 15% increase in customer engagement.
Education
High school diploma -
Kingstree, SCSkills
- Excellent verbal and written communication
- Conflict resolution and de-escalation techniques
- Proficient in Salesforce
- Proficient in Zendesk
- Proficient in Microsoft Office
- Strong attention to detail
- Multitasking abilities
- Empathetic
- Patient with customers
Timeline
Customer Support Specialist
ABC Services
03.2021 - 09.2023
Customer Service Representative
Teleperformance
01.2018 - 02.2021