Shaquantta Kelly
Covington,GA
Summary
Chat Specialist with a proven track record at Alorica, recognized for exceptional expertise in CRM software and delivering outstanding customer service. Achievements include significant enhancements in customer engagement and satisfaction through effective communication and problem-solving strategies. Demonstrates strong multitasking and time management skills, ensuring rapid resolution of inquiries while fostering positive client interactions. Adept at managing high-volume chat inquiries with a detail-oriented approach.
Overview
12
12
years of professional experience
Work History
Chat Specialist
Medical Clinic of Hinds
Rolling Fork, MS
07.2023 - 08.2024
- Assisted customers with product orders and billing inquiries, providing accurate information and following up on customer requests.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
Chat Support Representative
Alorica
Atlanta, GA
07.2019 - 05.2023
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Answered customer inquiries regarding product features, pricing plans and orders.
- Developed an understanding of customer needs by actively listening during conversations.
- Conducted follow-up calls and chats with customers after resolving their inquiry.
Chat Support Agent(virtual)
ADT Security Systems
Tupelo, MS
07.2015 - 03.2019
- Provided technical assistance to customers via phone and email, troubleshooting issues with software applications.
- Resolved customer inquiries in a timely manner, ensuring satisfaction and understanding of the issue.
- Assisted customers with product installation and setup, providing detailed instructions when needed.
- Maintained accurate records of customer interactions, documenting solutions and updates to existing issues.
- Monitored incoming emails to ensure that all inquiries were responded to promptly.
Chat Moderator(remote)
AutoZone
Jackson, MS
01.2013 - 06.2015
- Monitored live chat sessions to ensure compliance with company policy and guidelines.
- Provided customer service assistance in a professional and courteous manner.
- Resolved customer complaints, disputes and other issues in an efficient and timely manner.
- Responded promptly to customer inquiries via online chat or email, ensuring accuracy of all answers provided.
Education
MBA - Business Administration
University of Phoenix
Tempe, AZ07-2023
Bachelor of Science - Healthcare Administration
University of Phoenix
Tempe, AZ09-2021
Skills
- Social Media Monitoring
- CRM Software
- Performance Tracking
- Call Documentation
- Direct Sales
- Customer Service
- Inbound Communication Skills
- Detail-Oriented Approach
- Critical Thinking
- Customer Engagement Strategies
- Customer Interaction via Live Chat
- Expertise in MS Office Applications
- Efficient typing ability of 40 WPM
- Order Processing Efficiency
Timeline
Chat Specialist
Medical Clinic of Hinds
07.2023 - 08.2024
Chat Support Representative
Alorica
07.2019 - 05.2023
Chat Support Agent(virtual)
ADT Security Systems
07.2015 - 03.2019
Chat Moderator(remote)
AutoZone
01.2013 - 06.2015
MBA - Business Administration
University of Phoenix
Bachelor of Science - Healthcare Administration
University of Phoenix
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