Shavonne Williams
Tampa,FL
Summary
Highly motivated and customer-centric Customer Service Representative with 5 + years experience. Proven ability to provide exceptional customer support through various channels, including phone, email, and live chat. Efficiently resolves customer inquiries, providing product information, and ensures customer satisfaction while working remotely to deliver top notch service.
Overview
5
5
years of professional experience
Work History
Loan Advisor
Nelnet Student Loan Services
09.2023 - Current
- Enhanced loan approval rates by meticulously analyzing borrowers'' financial statements and credit histories.
- Streamlined the loan application process for clients by effectively communicating requirements and providing guidance.
- Boosted customer satisfaction levels with a timely response to inquiries and resolution of issues.
- Achieved successful loan closures by diligently managing client relationships throughout the entire application process.
- Maximized efficiency in processing loan applications through the use of advanced software tools and platforms.
Customer Service Associate
Kobie Marketing
03.2023 - 07.2023
- Loyalty rewards assistance I answered incoming inbounds contacts assisting with reward redemption
- Answered customer inquires and assisted in redeeming members with their loyalty rewards, resulting in a high rate of successful redemption and improved customer satisfaction
- Resolved customer issues and concerns, ensuring prompt resolution and a positive customer experience
- Participated in ongoing training and development programs to stay updated on the latest loyalty program updates and best practices in customer service.
Customer Success Specialist
ShiftMed
04.2022 - 03.2023
- Answer inbound and outbound calls answering questions ranging from I9 documents to onboarding questions to password resets and etc
- Making calls to faculties or facilities regarding staff or nurses such as Lpns CNAS RNS and etc.
Irs Assistant
StarTek
02.2020 - 12.2021
- Answered incoming phone calls and directed to appropriate personnel
- Provided office-wide clerical support, answering phones, filing, and relaying messages
- Used sales force to document customer inquiries, interactions, and account updates
- Followed established procedures and reported malfunctions to keep call center equipment operational
- Determined charges for services requested, collected deposits or payments, and arranged for billing
- Met and exceeded daily service quality and performance goals
- Completed contract forms, prepared change of address records, and issued service discontinuance orders using computers
- Updated customer accounts with current personal and purchasing information.
Customer Support Representative
Alorica
01.2019 - 12.2019
- Provided targeted customer support via live chat, email, and telephone
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Notified customers about estimated delivery dates and described service contracts and warranties
- Demonstrated in-depth knowledge and understanding of product line, pricing structure, and gross profit objectives
- Communicated with customers via phone, email, and chat to help with website navigation and online ordering
- Explained product features and employed technical product knowledge to describe capabilities and limitations
- Processed product orders, entered customer data, and completed stock replenishment.
Education
Bachelor's degree - Business Management
Florida Technical College
DeLand, FL06.2023
Associates Of Business - Business Administration
Hillsborough Community College
Brandon, FL06.2011
Skills
- Customer experience improvement
- Inbound call answering
- Product and service knowledge
- Product knowledge
- Cross-functional collaboration
- Trained in Salesforce
- Order processing
- Member account management
- Customer service excellence
- Live Chat
- Order Management System
- CRM Software
Timeline
Loan Advisor
Nelnet Student Loan Services
09.2023 - Current
Customer Service Associate
Kobie Marketing
03.2023 - 07.2023
Customer Success Specialist
ShiftMed
04.2022 - 03.2023
Irs Assistant
StarTek
02.2020 - 12.2021
Customer Support Representative
Alorica
01.2019 - 12.2019
Bachelor's degree - Business Management
Florida Technical College
Associates Of Business - Business Administration
Hillsborough Community College
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