Zendesk
Shatoya Bennett
Mansfield,TX
The cave you fear to enter contains the treasure you seek.
Joseph Campbell
Summary
Customer Service Representative with 7+ years bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Specialist
Santander Consumer USA
Dallas, TX
09.2020 - 02.2023
- Boosted new customer NPS scores by 10%.
- Maintained a customer retention rate 40% above the company average.
- Prepared monthly reports on customer satisfaction (scores 90–98% consistently)
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Customer Service Representative
Humana
Richardson, TX
02.2016 - 07.2020
- Answered product and service questions and offered information on related products and services. Boosted new customer NPS scores by 10%.
- Placed and canceled an average of 200+ orders weekly from customers, distributors, and agents.
- Maintained a customer account information database (incl. canceling and updating customer accounts.)
- Prepared monthly reports on customer satisfaction (scores 90–98% consistently).
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Diploma -
08.2013 - 05.2015
Skills
Attention to Detail
45 WPM typing speed
Advanced Excel spreadsheet functions
Medical terminology
Technical Support
Excellent written and oral communication
Telephone etiquette
Strategic sales knowledge
Accomplishments
- Helped resolve a recurring product complaint by analyzing reports and identifying a major process bottleneck, which led to a 70% reduction in tickets for this specific issue.
- Received Associate of the Month Award 3 times.
Software
MS Excel, PowerPoint, Word, Office
ERP
Kira Service Desk
Salesforce
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Specialist - Santander Consumer USA
09.2020 - 02.2023
Customer Service Representative - Humana
02.2016 - 07.2020
Wilmer-Hutchins High School - Diploma,
08.2013 - 05.2015