Shaterra Ray
Jacksonville,FL
Summary
Customer Service/Sales Representative with over 8 years of call center and work at home experience. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
William Sonoma
07.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained 40 customers daily insuring satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Technical Support
Everise
04.2023 - 07.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Chat Support Representative
Foundever
01.2023 - 04.2023
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
Engagement Specialist
Carenet Healthcare
08.2022 - 01.2023
- Taking inbound and outbound calls for Medicaid members
- Explaining benefits of additional services
- Build rapport to retain good relationships.
Guest services agent
Hyatt
11.2021 - 07.2022
- Processing reservations
- Offering world of Hyatt credit card
- Answering questions and making changes to current reservations
- Following appropriate escalation paths
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Processed guest payments and provided accurate change.
- Supported team members by offering constructive feedback and coaching as needed.
STARTEK
05.2021 - 11.2021
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs
- Handled inbound customer chat conversations from various websites.
Content Moderator Analyst
Genpact
06.2018 - 09.2021
- Reviewing content to improve the processes for various clients
- Update reports on weekly trends
- REVIEW VIDEOS POSTS COMMENTS, PHOTO AND LIVE STREAMING CONTENT
- Approved, reviewed and edited content flowing to website.
- Managed content distribution to online channels and social media platforms.
- Conducted regular content audits to identify gaps and redundancies of content.
- Utilized analytics and site metrics to determine areas of improvement.
- Directed content of website by gathering information and integrating data from other departments.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Edited and revised wide array of content for accuracy, clarity and consistency.
CUSTOMER SERVICE/TECHNICAL ASSISTANCE
Optumrx
02.2016 - 05.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled inbound customer chat conversations from various websites.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Assisted customers with order placement, product returns and order tracking.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Customer Service Advocate
Alley Financial
03.2015 - 02.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
- Maintained and managed customer files and databases.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Retention Specialist
CITIBANK
01.2012 - 07.2014
- BUILD CUSTOMER TRUST TO RETAIN CREDIT CARD
- SALES FOR NEW CREDIT CARD SERVICES
- RESOLVE BILLING ISSUES
- TAKING INBOUND AND OUTBOUND CALLS
- Developed new strategies for customer retention activities.
- Developed product demonstrations and presentations for customers.
- Adhered to appropriate legal scripting when required.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted available products and services to customers during service, account management, and order calls.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Education
DIPLOMA -
FRANK H. PETERSON HIGH SCHOOL
Skills
- Active Listening
- Retail Sales Customer Service
- Credit Card Payment Processing
- Customer Service
- Livechat Messaging
- Strong Analytical and Problem-Solving Skills
- Call Volume and Quality Metrics
- Product Promotion
- Typing Proficiency
- Complex Product Knowledge
- Tax Software
- Reading Comprehension
- Microsoft Outlook
- First-Tier Technical Support
- Customer Data Confidentiality
Timeline
Customer Service Representative
William Sonoma
07.2023 - Current
Technical Support
Everise
04.2023 - 07.2023
Chat Support Representative
Foundever
01.2023 - 04.2023
Engagement Specialist
Carenet Healthcare
08.2022 - 01.2023
Guest services agent
Hyatt
11.2021 - 07.2022
STARTEK
05.2021 - 11.2021
Content Moderator Analyst
Genpact
06.2018 - 09.2021
CUSTOMER SERVICE/TECHNICAL ASSISTANCE
Optumrx
02.2016 - 05.2018
Customer Service Advocate
Alley Financial
03.2015 - 02.2016
Customer Retention Specialist
CITIBANK
01.2012 - 07.2014
DIPLOMA -
FRANK H. PETERSON HIGH SCHOOL
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