Shatorre Thompson
Fort Lauderdale,FL
Summary
Dedicated and personable Customer Service Specialist with over 12 years of experience delivering high-quality service and retention solutions in fast-paced environments. Proven track record in de-escalation, customer retention, policy servicing, and cross-functional team support. Strong communication skills with a commitment to customer satisfaction and business goals. Experience with charge back and dispute resolution including payment processing.
Overview
10
10
years of professional experience
Work History
Retention Specialist
DIRECTV
Sunrise, Florida
02.2021 - Current
- Handled inbound calls with a focus on saving accounts from cancellation and resolving service or billing issues.
- Consistently exceeded monthly retention goals by utilizing negotiation and problem-solving skills.
- Accurately document customer interactions using CRM systems, ensuring compliance with company policies and FCC regulations.
- De-escalated customer complaints with empathy and efficiency, improving customer satisfaction scores.
- Provided technical support and educated customers on service features to increase product understanding.
- Meet or exceed individual and team retention goals, KPIs, and quality assurance standards.
- communicate updates, share performance metrics, and align on retention strategies with the team huddles
CSR
Team Focus Insurance Group
Sunrise, Florida
02.2016 - 01.2021
- Assisted policyholders with inquiries related to coverage, billing, and policy changes for homeowners and auto insurance.
- Processed policy updates, cancellations, reinstatements, and payment plans accurately in system databases.
- Collaborated with underwriting and claims teams to resolve issues and provide a seamless customer experience.
- Maintained detailed documentation of all customer interactions to support internal compliance.
- Provided customer service support to customers over the phone and by email.
Dispute and Fraud Analyst
TEKsystems/first data Bank of America
Boca Raton, Florida
02.2015 - 06.2018
- Investigate and resolve credit card fraud claims including unauthorized transactions and billing disputes in compliance
- Monitor high-risk accounts for suspicious activity and perform case reviews using fraud detection tools
- Communicate with customers regarding claim outcomes, additional documentation requirements, and timelines.
- Collaborate with internal departments and external financial institutions for chargebacks and recovery efforts.
- Process refund request
Education
Associate Degree - Office Administrator
Everest Institute
Fort Lauderdale, FL12-2009
High School Diploma -
Plantation High
Plantation, FL01-2006
Skills
- Customer Retention & Loyalty
- Call Center Operations
- Conflict Resolution & De-escalation
- Insurance Policy Servicing
- CRM Software (eg, Salesforce, Zendesk)
- Charge back /dispute process
- Multi-Tasking in High-Volume Environments
- Team Collaboration & Support
- Billing & Account Management
Timeline
Retention Specialist
DIRECTV
02.2021 - Current
CSR
Team Focus Insurance Group
02.2016 - 01.2021
Dispute and Fraud Analyst
TEKsystems/first data Bank of America
02.2015 - 06.2018
Associate Degree - Office Administrator
Everest Institute
High School Diploma -
Plantation High