Shawnna Rush
Call Center Lead
Apex,NC
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
33
33
years of professional experience
Work History
Call Center Customer Service Team Lead
GC Services
Morrisville, NC
2019.11 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Call Center Representative
Custom Direct LLC
06.1996 - 10.2007
- Administrative Duties
- Answered in bound calls to avoid long on-hold wait times
- Maintained customer happiness and forward-thinking strategies focused on addressing customer needs and resolving concerns
- Preserved revenue streams by utilizing strong communications and negotiating skills, offered refunds at last resort to maintain customer satisfaction
- Responded to customer request for products, services and company information
- Cross Shipment Duties
- Described checks to customers to best fit their needs
Chiropractic Assistant
Bell Chiropractic Center
06.1991 - 05.1996
- Sanitized, restocked and organized exam rooms and medical equipment.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Performed variety of therapies on patients, including electric muscle stimulation, massage and mechanical traction.
- Contacted insurance carriers to determine patients' coverage and sent invoices for services rendered.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Scheduled Appointments
Education
No Degree -
Arkansas State University - Beebe
Beebe, ARHigh School Diploma -
Clinton High School
Clinton, AR05.1986
Skills
- Promotional Support
- Customer Relations
- Call Center Experience Courteous demeanor
- Quality Assurance Controls
- Active listening
- Problem solving skills
Timeline
Call Center Customer Service Team Lead
GC Services
2019.11 - Current
Call Center Representative
Custom Direct LLC
06.1996 - 10.2007
Chiropractic Assistant
Bell Chiropractic Center
06.1991 - 05.1996
No Degree -
Arkansas State University - Beebe
High School Diploma -
Clinton High School
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