Shaquanna Smith
Flint
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Michigan Lottery
Flint
02.2023 - 11.2025
- Assisted customers with lottery ticket purchases and inquiries.
- Provided accurate information about games and promotions to enhance customer experience.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Educated customers on responsible gaming practices and resources available.
- Collaborated with team members to streamline service processes and improve efficiency.
- Answered customer inquiries and provided accurate information regarding products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed high call volume while maintaining professionalism and patience throughout interactions.
- Documented customer interactions accurately in the call management system for record-keeping.
Debt Recovery Specialist
Credit Acceptance
Flint
01.2020 - 01.2023
- Managed customer accounts to facilitate effective debt recovery processes.
- Analyzed account information to identify potential collection strategies.
- Communicated with clients to negotiate payment arrangements and resolve disputes.
- Maintained accurate records of interactions and payment agreements in the system.
- Monitored compliance with company policies and regulatory requirements in collections.
- Utilized collection software to track progress and manage account statuses effectively.
- Researched and verified customer information to ensure accurate contact details.
- Maintained detailed records of all collection activities and account statuses.
- Conducted outbound calls, emails, and letters to customers with overdue payments.
Education
High School -
Beecher High School
Mt. Morris, MISkills
- Customer relationship management
- Conflict resolution
- TEAMS
- ZOOM
- CHAT/EMAIL
- Accurate documentation
- Lottery game knowledge
- Account management
- Compliance monitoring
- Effective communication
- Active listening
- Time management
- Team collaboration
- Problem solving
- Adaptability
- Microsoft Office Suite
- Information security
- Multi-task management
- Microsoft PowerPoint
- Researching
Timeline
Customer Service Representative
Michigan Lottery
02.2023 - 11.2025
Debt Recovery Specialist
Credit Acceptance
01.2020 - 01.2023
High School -
Beecher High School