Shaqueya White
Charlotte,NC
Summary
Successful customer service supervisor and analyst with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor
Broad River Retail
07.2023 - Current
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
Customer Service Team Lead
Republic Services
06.2020 - 10.2023
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Took cash and credit card payments via phone, in person, and through email.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Data Analyst
Top Tier
05.2018 - 06.2020
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Provided technical support for troubleshooting analytics and reporting issues.
- Utilized data visualization techniques to present and explain complex data sets.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Enhanced team's analytical capabilities with training on latest data analysis tools and techniques.
- Collaborated with IT to ensure data security measures were in place, safeguarding sensitive information.
- Reduced data redundancy with effective data modeling, ensuring optimal use of storage resources.
Claims Analyst
PEAK6
10.2016 - 05.2018
- Maintained strict confidentiality with all personal data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
Education
No Degree - Medical billing and coding specialist
SOUTHEASTERN COLLEGE
Charlotte, NC10.2023
Skills
Call center experience
Call Center Operations
Customer Relations
KPI Monitoring
Dispute Resolution
Appointment Scheduling
Follow-up skills
Conflict Resolution
Complaint Handling
Payment Processing
Quality Assurance
Live chat support
Escalation management
Problem-solving abilities
Paperwork Processing
Microsoft Excel
Documentation
Microsoft Outlook
Data Collection
De-Escalation Techniques
Minute Taking
Medical terminology knowledge
Product Knowledge
Timeline
Customer Service Advisor
Broad River Retail
07.2023 - Current
Customer Service Team Lead
Republic Services
06.2020 - 10.2023
Data Analyst
Top Tier
05.2018 - 06.2020
Claims Analyst
PEAK6
10.2016 - 05.2018
No Degree - Medical billing and coding specialist
SOUTHEASTERN COLLEGE
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