Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Shaunda Ellis

Hampton,VA

Summary

Well-qualified CSR2 health agent proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Fifteen plus years with in-person Customer service team lead skills and 5 years with call center experience. Driven and proven successful with a 100% call resolution, achieving established targets and team goals. Proficient in handling complex customer issues and promoting positive experiences. Competent in exceeding sale goals and building long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues. High-performing Bank Customer Service Representative with extensive experience providing exceptional service and support in fast-paced banking environment.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Langley Federal Credit Union
08.2022 - 10.2023
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Processed various transactions with accuracy and according to bank standards and legal requirements.
  • Educated customers about available services, products and bank resources.
  • Answered bank phone lines and directed customers to appropriate department to address concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative/Licensed Health Insurance Agent

Blue Cross And Blue Shield/ CareSource
10.2018 - 07.2022
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Attended continuing education courses and workshops to gain additional insurance industry knowledge.
  • Negotiated contracts and terms of sale with potential customers.
  • Calculated quotes and educated potential clients on insurance options.

Sales Assistant

Metro By T-Mobile
05.2016 - 09.2018
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.

Lead Cashier

Farm Fresh Produce
01.2012 - 04.2016
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Communicated with customers and team members to solve problems.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Taught employees fundamentals of register use, merchandise scanning and customer service.

Education

Warwick High School
Newport News, VA

Skills

  • Professional telephone demeanor
  • Sales expertise
  • Account management
  • Good listening skills
  • Ability to type 45-50 WPM
  • POS Systems
  • Cash Drawer Balancing
  • Customer Service
  • Complaint Resolution
  • Data Collection
  • Consultative Sales
  • Cash Handling
  • Team Leadership
  • New Hire/Cashier Training

Accomplishments

  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Trained 12 new hires on sales and service techniques.
  • Supervised team of 8 staff members.

Certification

  • Licensed Health Insurance Agent - October 2019- 2022

Timeline

Customer Service Representative

Langley Federal Credit Union
08.2022 - 10.2023

Customer Service Representative/Licensed Health Insurance Agent

Blue Cross And Blue Shield/ CareSource
10.2018 - 07.2022

Sales Assistant

Metro By T-Mobile
05.2016 - 09.2018

Lead Cashier

Farm Fresh Produce
01.2012 - 04.2016

Warwick High School

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Shaunda Ellis