Shavina Rasul
130-17 117th St Ozone Park,NY
Summary
Experienced customer service professional with over 10 years of experience and readiness to take on any team need or customer challenge. Positive and upbeat communicator with a highly organized nature and solid history of improving customer satisfaction.
Overview
17
17
years of professional experience
Work History
Customer Service Representative-Operations
Transworld Systems Inc. (National Grid)
Remote , NY
10.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
- Answered customer inquiries regarding billings, payments, account status.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Monitored past-due accounts and negotiated payment plans with customers to ensure timely repayment of debt.
- Participated in training sessions related to new technologies used by the company's collections and billing department.
- Provided guidance to other team members on billing procedures and processes.
- Responded promptly to any requests for assistance from management or other departments within the organization.
- Provided technical support for web-based applications and services to customers.
- Adhered to the company's policy, call adherence, QA scores, and scheduled breaks.
Client Solutions Specialist
PNC Mortgage
Remote, NY
03.2022 - 09.2022
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Responsible for making outbound calls for mortgage application that was submitted online.
- Managed 300 outbound calls per day.
- Helping Loan Officers with pre-approvals, mortgage, refinance and heloc follow-up to generate sales.
- Managed HELOC applications from Lending Tree platform and transferring calls to Loan Officers in a timely manner.
- Generated sales by consulting with new and existing clients at PNC who is interested in Purchase, Refinance and Heloc Loans.
- Effectively communicated with coworkers to maintain professional and customer oriented atmosphere.
- Participated in team meetings to understand goals and establish necessary improvements.
CSR
Xtend Healthcare (NJDOH- NJ Covid-19 Call Center)
Remote, NY
11.2021 - 02.2022
- Provide exceptional customer service through effective telephone communication and follow-ups of New Jersey resident for Covid-19 vaccines.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Registered and Scheduled appointments on a daily basis on NJVSS website.
- Provide New Jersey resident with walk-in locations, Covid-19 testing locations and address patient inquiries.
- Managed more than 200 outbound and inbound calls per day.
- Corresponded with supervisor to build and implement successful solutions to patient problems.
Unemployment Claims Specialist
Navient (Department Of Labor)
Remote , NY
08.2021 - 10.2021
- Provided a high level of service to all claimant and documented all correspondence and communications.
- Works as a team with our unemployment insurance consultants to ensure accurate and necessary information retrieved from claimant is documented clearly and thoroughly into our database.
- Maintained knowledge of policies and procedures and unemployment insurance coverage benefit levels, eligibility systems and verification processes.
- Provided quality customer service to assigned cases and claimants throughout claims process to deliver timely service to customers.
- Gathered proper documentation and data to prepare claims for submission.
- Determined liability, compensability and benefits due on each claim.
- Supported efficient handling of complex claims and followed up on open, denied or suspended claims to complete required line items.
Senior Teller
International Currency Exchange (ICE)
Queens, NY
12.2009 - 08.2020
- Provided excellent customer service to all customers.
- Processed cash and non-cash transactions to international and domestic customers.
- Processed internet transactions for reserved currencies.
- Bought and sold more than thirty-five currencies.
- Completed daily responsibilities which included hitting set targets/goals.
- Balanced credit/debit card transactions and cash tills.
- Provided legendary customer service to domestic and international customers.
- Maintained high standards of customer service during high volume, fast paced operations trained and supervised new tellers while helping him/her when there were discrepancies during transactions.
- Lead the charge of projects that brought in fresh ideas and sales strategies to the team.Designated Issuing Officer
- Assisted the manager by making other teller schedules, ordering and shipping foreign currencies to the bank and co-maintaining the main vault.
- Provided coverages in absence of manager, which included conducting monthly audits Worked the switchboard to assist customers with rates and advice on currency type.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Designated Issuing Officer for ICE on behalf of Port Authority.
Customer Support/Cashier
JFK International Airport
Queens, NY
08.2009 - 12.2009
- Greeted and pleasantly interacted with customers and provided excellent customer service to all domestic and international travelers.
- Processed customer payments by cash, debit and credit cards on POS system.
- Maintained a clean and safe work environment for myself and my teammates.
- Provided cashier services for goods purchased.
Agent/Cashier
Western Union
Berbice, Guyana
01.2008 - 06.2009
- Provided excellent customer service to all customers.
- Sent and received money worldwide.
- Distributed received finances to customers with appropriate identification.
- Billed and processed express electricity and internet bills for paying customers.
- Complied with cash handling procedures to meet regional cashier variance policy.
Education
High School Diploma -
J.C Chandisingh Secondary School
GUYANA 07.2007
Skills
- Adaptive team player
- Problem-solving abilities
- Excellent customer service
- Courteous demeanor
- Call center experience
- Verbal and written communication
- Friendly, positive attitude
- Computer proficiency
- CRM software, CSS production
- Cultural awareness
Timeline
Customer Service Representative-Operations
Transworld Systems Inc. (National Grid)
10.2022 - Current
Client Solutions Specialist
PNC Mortgage
03.2022 - 09.2022
CSR
Xtend Healthcare (NJDOH- NJ Covid-19 Call Center)
11.2021 - 02.2022
Unemployment Claims Specialist
Navient (Department Of Labor)
08.2021 - 10.2021
Senior Teller
International Currency Exchange (ICE)
12.2009 - 08.2020
Customer Support/Cashier
JFK International Airport
08.2009 - 12.2009
Agent/Cashier
Western Union
01.2008 - 06.2009
High School Diploma -
J.C Chandisingh Secondary School
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