Shatangela Welch
Fort Lauderdale,FL
Summary
Dynamic and results-oriented professional with extensive experience in customer service and technical support, notably with Teleperformance USA. Excelled in problem-solving and verbal communication, significantly improving first-call resolution rates. Demonstrated proficiency in data entry and software systems, enhancing customer satisfaction and operational efficiency. Proven track record of mastering complex issues and fostering client trust through exceptional service.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Teleperformance USA
04.2024 - 01.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Call Center Representative
HGS - Hinduja Global Solutions
03.2022 - 03.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Service Representative
Al Heath
02.2021 - 07.2022
- 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.
Warehouse Worker
ShipMonk
02.2021 - 01.2022
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as Number pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
Security Officer
Allied Universal Security Services
10.2020 - 02.2021
- Monitored security systems, identifying vulnerabilities and enhancing overall system integrity.
- Utilized the NIST framework for creating policies and improving security infrastructure.
- Developed comprehensive security policies, aligning with industry standards and enhancing data protection.
- Utilized SIEM tools, detecting anomalies and reducing incident response time.
Line Cook
PRN
04.2018 - 07.2020
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Adapted quickly to new recipes and techniques, demonstrating versatility and eagerness to learn from colleagues.
Food Service Worker
Smokey Bones Bar & Fire Grill
01.2017 - 02.2018
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
Education
Diploma -
Seagull High School
Fort Lauderdale 06.2013
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Communicating with clients
- Customer communications
- Answering questions
- Gathering information
- Technical support
Timeline
Call Center Representative
Teleperformance USA
04.2024 - 01.2025
Call Center Representative
HGS - Hinduja Global Solutions
03.2022 - 03.2023
Customer Service Representative
Al Heath
02.2021 - 07.2022
Warehouse Worker
ShipMonk
02.2021 - 01.2022
Security Officer
Allied Universal Security Services
10.2020 - 02.2021
Line Cook
PRN
04.2018 - 07.2020
Food Service Worker
Smokey Bones Bar & Fire Grill
01.2017 - 02.2018
Diploma -
Seagull High School
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