Shaqueita Tanner
Customer Service
Zion,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in fast food, retail, collections, support and service industry. Top- notch skills in oral and written communication, active listening and analytical problem-solving. Independent worker but also a solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Strong yet collaborative leader committed to partnering with coworkers in order to promote an engaged, empowering work culture and drive business results.
Overview
8
8
years of professional experience
1
1
Language
Work History
Customer Service Representative
Luxor Workspaces
07.2018 - 12.2023
- Exceeded performance consistently, earning recognition from the President and CEO of the company.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts, finding satisfactory resolutions for customers while adhering to established procedures.
- Assisted in training new customer service representatives and providing ongoing support to team members enhancing overall performance.
- Collaborated with cross-functional teams across the organization to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction by promptly addressing concerns, providing accurate information, ensuring proper follow-up and resolution of issues, resulting in repeat business.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up our sister companies customer service teams.
- Managed a high volume of claims ensuring timely filing, resolution, and accurate documentation.
- managed returns, exchanges, refunds, and replacements according to company policies.
Customer Service Representative
Horizons Window Fashions
06.2017 - 02.2018
- Assisted customers in selecting the most appropriate custom window treatments via phone and email for their homes or business, considering factors such as style, functionality, and budget.
- Handled customer inquires and concerns promptly and professionally, striving to exceed exceptions and continue building client relationships.
- Processed orders, tracked shipments, and maintained accurate records of client interactions using CRM software.
- Provided technical support and troubleshooting assistance to customers experiencing issues with their window treatment.
- Maintained up-to-date knowledge of product and service changes.
- Participated in training sessions to say updated on new products and procedures.
- Followed up with customers about resolved issues and order status.
Default Resolution Specialist
Financial Management Systems
09.2015 - 04.2017
- Enhanced company reputation with timely case resolution and effective customer service for distressed clients.
- Acted as a liaison between borrowers and loan servicers, facilitating clear communication to expedite the resolution process.
- Maintained accurate records of client interactions, ensuring up-to-date documentation for future reference or escalation purposes if necessary.
- Reviewed borrowers' financial situations and developed customized payment plans.
- Educated borrowers on available repayment options, deferment, and forbearance programs.
- Adhered to the FDCPA, Privacy Act, and all Federal and State laws governing the 3rd party collections.
- Achieved successful outcomes in complex cases through thorough research and analysis of borrower information.
- Reduced outstanding debt by proactively contacting borrowers to negotiate repayment options.
- Updated accounts, organized paperwork and generated documents.
- Performed skip tracing to locate borrowers and collect on outstanding student debt.
Education
High School Diploma -
05.2001 -
Skills
Data Entry
[Sage, NetSuit, Oracle, Salesforce] CRM system proficiency
Complaint Handling and Conflict Resolution
Product and service solutions
Call center experience
Money handling and Problem-solving abilities
Excellent communication verbal and written
Empathetic and patient demeanor
Preform administrative duties
Timeline
Customer Service Representative - Luxor Workspaces
07.2018 - 12.2023
Customer Service Representative - Horizons Window Fashions
06.2017 - 02.2018
Default Resolution Specialist - Financial Management Systems
09.2015 - 04.2017
Warren Township High School - High School Diploma,
05.2001 -