Shariah Adkins
Marshall,TX
Summary
Adept at conflict resolution and persuasive communication, I elevated customer satisfaction and loyalty at Blue Cross Blue Shield of Texas through empathetic service and efficient problem-solving. My expertise in data entry and active learning contributed to process improvements, enhancing service delivery and team performance.
Overview
8
8
years of professional experience
Work History
Customer Advocate
Blue Cross Blue Shield of Texas
02.2022 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Developed strong relationships with clients, promoting trust and loyalty through excellent service.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Contributed ideas for process improvements that led to reduced wait times for customers seeking assistance over the phone or via email/chat platforms.
- Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
- Elevated levels of employee engagement by introducing new training opportunities and resources for professional development.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
Teleperformance USA
08.2019 - 01.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Covergys
01.2017 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Diploma -
Marshall High School
Marshall TxSkills
- Upselling strategies
- Customer services
- Data entry skills
- Educating customers
- Service-oriented mindset
- Multi-line phone system
- Persuasive communication
- Documentation coordination
- Assertiveness
- Benefits determination
- Renewal opportunities
- Billing inquiry resolution
- Healthcare assistance
- Document review skills
- Resolving conflicts
- Billing and payments
- Active learning
- Teamwork
- Customer service
- Problem-solving skills
- Conflict Resolution
Timeline
Customer Advocate
Blue Cross Blue Shield of Texas
02.2022 - Current
Customer Service Representative
Teleperformance USA
08.2019 - 01.2022
Customer Service Representative
Covergys
01.2017 - 06.2019
Diploma -
Marshall High School
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