Shaunta Wallace
Bixby,OK
Overview
17
17
years of professional experience
Work History
Customer Advocate
Health Care Service Corporation, HCSC
Tulsa, OK
04.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in processing claims, ensuring accuracy and compliance with company policies.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Provided training and support to new team members on operational procedures.
- Maintained comprehensive knowledge of health care products and services for accurate guidance.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Developed strong relationships with clients, promoting trust and loyalty through excellent service.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Cross-trained and backed up other customer service managers.
Customer Service Representative
U.S Cellular
Tulsa, OK
09.2017 - 11.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining a positive customer experience.
- Utilized CRM software to track customer interactions and feedback for service improvements.
- Collaborated with team members to streamline processes and enhance efficiency in service delivery.
Travel Agent
Connexion Loyalty Travel
Tulsa, OK
05.2017 - 09.2017
- Developed customized travel itineraries based on client preferences and budget constraints.
- Researched and negotiated with suppliers for competitive rates and exclusive offers.
- Provided expert advice on travel documentation, visas, and health requirements.
- Coordinated group bookings, ensuring seamless communication among all parties involved.
Team Manager
Alorica
Tulsa, OK
12.2014 - 06.2017
- Led team in achieving operational goals through effective resource allocation and process optimization.
- Developed training programs to enhance team skills and improve service delivery standards.
- Analyzed performance metrics and implemented strategies to drive efficiency and customer satisfaction.
- Fostered a collaborative environment by mentoring staff and promoting best practices in communication.
- Streamlined workflows, reducing response times while maintaining high-quality service levels.
Customer Service Representative
Cox Communications
Tulsa, OK
02.2013 - 05.2014
- 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.
Customer Service Representative
Dish Network Corp
Tulsa, OK
07.2009 - 01.2013
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining a positive customer experience.
Education
High School Diploma -
Liberty Mounds
Mounds, OK05-2001
Skills
- Upselling strategies
- Customer services
- Data entry skills
- Data entry
- Educating customers
- Conflict resolution
- Complaint handling
- Customer research
- Service-oriented mindset
- Inventory control
- Inbound call management
- Multi-line phone system
- Assertiveness
- Persuasive communication
- Issue research
- Documentation coordination
- Billing and payments
- Resolving conflicts
- Billing inquiry resolution
- Active learning
- Policies and procedures adherence
- Teamwork
- Problem-solving abilities
- Multitasking
- Attention to detail
- Excellent communication
- Reliability
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Calm under pressure
- Active listening
Timeline
Customer Advocate
Health Care Service Corporation, HCSC
04.2023 - Current
Customer Service Representative
U.S Cellular
09.2017 - 11.2021
Travel Agent
Connexion Loyalty Travel
05.2017 - 09.2017
Team Manager
Alorica
12.2014 - 06.2017
Customer Service Representative
Cox Communications
02.2013 - 05.2014
Customer Service Representative
Dish Network Corp
07.2009 - 01.2013
High School Diploma -
Liberty Mounds