SHAUNTE PRYOR
Chicago,IL
Summary
Efficient customer service professional with 20+ years of experience in call centers and hospitality service. Adept at handling 120+ calls daily while consistently resolving client issues smoothly and quickly.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
Eccentric Infotech
Chicago, IL
07.2024 - 04.2025
- Managed high-volume inbound calls, ensuring exceptional customer service and issue resolution.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with team members to streamline processes and improve call handling efficiency.
- Trained new hires on call center protocols and best practices for customer engagement.
Customer Service Representative
Portillos Restaurants Group
Oak Brook, IL
10.2023 - 01.2024
- Resolved customer inquiries to enhance satisfaction through precise information and tailored solutions.
- Executed efficient management of high-volume transactions to maintain operational excellence in a fast-paced environment.
- Engaged with team members to refine workflows, resulting in improved efficiency and service quality.
- Delivered comprehensive training to new employees to uphold service quality and ensure adherence to company standards.
Enumerator
US Census Bureau
10.2019 - 10.2021
- Provided Superior customer service to our client on inbound phone calls & directed to appropriate staff.
- Maintained impeccable records for quality control verifications and kept daily time and expense records.
- Expedited communication between different departments to solve Customer issues and document all customer issues.
- Review data obtained from interviews for completeness and accuracy.
- Increase company bottom line by 40% through strategic planning and partnerships.
- Met many people from my county, by going to different areas.
- Met daily with supervisor to review and submit work, and receive additional instructions.
- Identified, researched, and resolved customer issues using proprietary company software and operated help desk support.
Call Center/Travel Agent
RTA Travel
04.2011 - 06.2012
- Gave computer-generated travel information for CTA Metra and Pace, and answered up to 140 inbound calls per shift.
- Transfer calls arrange conference calls, schedule, reschedule and cancel appointments.
- Maintain regular communication with customers before departure to provide updated travel information, including delayed departures and earlier flight availability.
- Answers calls, responds to emails, and handles customer inquiries telephonically.
- Investigated customer complaints with transportation accommodations and various travel-related providers.
- Scheduled meetings with clients, discussed their needs and requirements, and advised them on travel documentation.
- Communicated and Maintained professional relationships with other tour companies, airlines, and vendors.
- Took up to 120 calls per shift giving Computer Generated travel directions.
Ticket Master Call Center
NORC
08.2009 - 06.2010
- Computer-generated calls up to 10 callers per shift doing brief surveys with selected households across the USA.
- Provide primary Customer support to internal and external Customers in a fast-paced environment.
- Confer with Customers by telephone to provide accurate information about tickets and or services provided by the company.
- Keep records of Customers’ interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
- Check to ensure that appropriate changes were made to resolve Customers’ problems and collected data for surveys.
- Resolve Customer service or billing complaints by performing activities such as exchanging tickets, funding, money, or adjusting payments.
- Researched issues through identification of similar past problems and recommend the most appropriate solution.
- Evaluated Customer information to explore issues, develop potential solutions and maintain high-quality service.
- Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes
Education
High School Diploma - undefined
George Henry Corliss
Chicago, IL01.1996
Skills
- Communication
- Active listener & Quick learner
- Microsoft Office
- Creative Problem Solving
- Outbound/Inbound calling
- Customer Care
- Strong Client Relation
- Empathetic & Courteous
- MS Windows Professional
- Performance metrics
- Inbound sales
- CallSelect communication systems
- High-volume call centers
- Empathy and patience
- Product knowledge
- Appointment scheduling
- Documentation and reporting
- Call center operations
- Feedback and coaching
- Remote chat support
- Answering questions
- FLUENT IN LANGUAGE
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Cash handling
- Customer support
- Gathering information
- Data entry
- Customer service optimization
- Technical troubleshooting
- Interpersonal skills
- Customer relationship management
- Complaint resolution
- Training experience
- Call control
- Quality assurance
Certification
- Customer Service Certification
- Help Desk Certification
- Client Center Certification
- Client Services Certification
- Client Services Manager Certification
- Customer Experience Certification
- Customer Service Leadership Certification
Timeline
Inbound Call Center Representative
Eccentric Infotech
07.2024 - 04.2025
Customer Service Representative
Portillos Restaurants Group
10.2023 - 01.2024
Enumerator
US Census Bureau
10.2019 - 10.2021
Call Center/Travel Agent
RTA Travel
04.2011 - 06.2012
Ticket Master Call Center
NORC
08.2009 - 06.2010
High School Diploma - undefined
George Henry Corliss