Shawan Troupe
Riverside,CA
Summary
Over 15 years of experience in customer service roles, consistently exceeding performance targets. Strong ability to understand and address customer needs, providing accurate and timely information to resolve issues effectively. Proven ability to handle inquiries and provide accurate information. Proven ability to achieve quantitative goals, such as meeting response time targets and increasing customer satisfaction ratings. Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
18
18
years of professional experience
Work History
Remote Customer Roadside Assitant
AAA Automobile Club
09.2021 - Current
- Maintained a customer satisfaction rating of 95% for consecutive quarters, demonstrating exceptional service delivery
- Maintain current knowledge of benefits and services to members to provide accurate information
- Collaborated with cross-functional teams to identify and address recurring customer concerns, reducing customer complaints by 15%
- Assist customers with data-related inquiries and provide guidance using online and self-service platforms
- Communicate with various team members through phone, email and zoom meetings to ensure resolution of customer issues.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Streamlined communication processes for improved information exchange between customers and team members.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Collaborated with team members to develop innovative solutions for complex customer problems.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Strengthened relationships with clients through proactive follow-up on pending issues and concerns.
- Implemented new strategies to reduce average call handle time while maintaining excellent service quality.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Updated account information to maintain customer records.
Telephone Operator
Riverside Community Hospital
09.2012 - 09.2021
- Responded promptly to emergency calls to ensure urgent medical response and escalate complex issues
- Managed incoming calls from patients and provided detailed information regarding medical services
- Maintained accurate and detailed records of patient interactions and information
- Oversee all hospital alarms and respond efficiently to appropriate staff
- Communicated with hospital staff to coordinate paging announcements and relay critical messages promptly for quick patient care and health.
- Supported customers by managing [Number] calls per day efficiently while maintaining professionalism and upbeat tone.
- Properly directed inbound calls in phone queues to improve call flow by [Number]%.
Telephone Customer Service Representative
Intratek Computers
04.2006 - 08.2008
- Managed an average of 100+ calls daily, efficiently routing them to appropriate departments and minimizing wait times for callers
- Utilized strong organizational and time management skills to effectively manage and input data in a precise and efficient manner
- Accurately take and deliver messages for employees and clients for various staff and departments
- Maintain call logs and document important information and call statistics
- Maintain privacy and confidentiality of calls and data in accordance with HIPPA laws.
- Exceeded performance targets by consistently handling a high volume of calls with accuracy and professionalism.
- Improved overall call center metrics by maintaining low average hold times and high first-call resolution rates.
- Contributed to team success by assisting colleagues in handling complex or escalated calls as needed.
- Collaborated with other departments to provide seamless support for customers requiring specialized assistance.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
- Navigated multiple software systems simultaneously, allowing for efficient call management and accurate recordkeeping.
- Consistently met or exceeded quality assurance standards through attention to detail when documenting call notes or updating account information.
- Managed time effectively between inbound calls while also completing assigned administrative tasks such as email correspondence or reporting responsibilities.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Documented and detailed calls and complaints using call center's CRM database.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
High School Diploma -
Saint Mary's Academy
Inglewood, CAAssociate of Science - Medical Assisting
Riverside City College
Riverside, CASkills
- Excellent communication
- Time management
- Adaptability
- Problem solving
- Data entry proficiency
- Computer literacy
- Customer service orientation
- Effective communication
- Attention to detail
- Problem-solving abilities
- Organizational skills
- Adaptability and flexibility
Technology
57 WPM with 98% accuracy, 12600, Google Chat, Microsoft Teams, Zoom, Microsoft Word, Softphone, Google Maps, Verifone, True, True
Timeline
Remote Customer Roadside Assitant
AAA Automobile Club
09.2021 - Current
Telephone Operator
Riverside Community Hospital
09.2012 - 09.2021
Telephone Customer Service Representative
Intratek Computers
04.2006 - 08.2008
High School Diploma -
Saint Mary's Academy
Associate of Science - Medical Assisting
Riverside City College
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