Shawnnell Rose
Jersey City,NJ
Summary
Empathetic Tier 2 Customer Service Representative, known for high productivity and efficient task completion. Specialize in conflict resolution, advanced technical support, and customer retention strategies. Excel using active listening, clear communication, and patience to navigate complex customer issues and ensure satisfaction.
Overview
10
10
years of professional experience
Work History
Tier 2 Customer Service Representative
Level INC
, I
02.2022 - 12.2024
- Transaction processing: Assisting with transaction review, categorization, and various other tasks associated with completing and reviewing transactions
- Communication - Working and collaborating with internal stakeholders to identify issues and advocate for Level members and providers
- Constant Improvement - Continuously developing and refining processes and resources to keep support top-notch
- Addressing issues with intellect, grit, and empathy
- Participated in training sessions to stay up-to-date on new products and services offerings.
- Documented processes related to Tier 2 Customer Service Representative duties for future reference.
Customer Experience Representative
Deliveright
08.2019 - 09.2020
- Serve as a client contact, escalating issues and requests and advocating for their interests
- Establish meaningful relationships and maintain customer satisfaction across named accounts from the on-boarding stage through their lifetime as a customer
- Ensure customers receive the utmost value from the Deliveright solution
- Review and assess customer progress and offer recommendations based on results
- Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations
Call Center Representative
Premiere Response
04.2019 - 08.2019
- Handle customer inquiries and complaints Maximize every sales opportunity by upselling and cross-selling profitable products
- Document and update customer records based on interactions
- Maintain a knowledge base of the evolving products and services
- Increase customer retention by implementing creative problem-solving skills Handle numerous customer inquiries promptly, accurately, and efficiently
Facility Representative
Logisticare
09.2018 - 05.2019
- Services and documents customer concerns while ensuring all relevant information is correct
- Adheres to and ensures all company policies and procedures
- Ensured accurate trip data input
- Refers unresolved customer grievances to designated department for further investigation and resolution
Customer Service Representative/Claims Administrator
Computershare
09.2017 - 05.2018
- Coordinating client activities and servicing by interfacing with the client servicing team, the client, and the operational units
- Introducing additional service offerings and leveraging opportunities for increased revenue and profitability
- Prepared and issued service instructions to various operating units based on clients' requests
- Ensures timely receipt, from the appropriate sources, of information, raw material and other inputs needed to successfully execute clients' services
- Maintained functional knowledge of Computershare's processes, systems and products
- Ensured effective delivery of clients reports
- Resolved client issues and conducts research by working directly with other functional units
- Intercedes and resolves client or shareholder inquiries quickly and accurately
- Works either independently or with the Relationship Manager
- Ensures timely funding of services
- Performs reconcilement activities
- Assists clients with special projects, expediting transactions, troubleshooting, problem solving, and servicing of all clients' shareholder accounts
- In concert with the Relationship Managers, strives toward meeting annual revenue targets
PSE Processing Clerk
United States Postal Service
11.2014 - 11.2015
- Processing mail by city state and zip code accurately for rural / carriers
- Lifting up to 50lbs of bulk mail
- Pushing over 20,000 pieces of mail into a DPS machine
- Reported to floor supervisor for any technical or malfunctions with the machine
Education
High School Diploma -
New Jersey Youth Corp
Skills
- Microsoft Word
- Excel
- PowerPoint
- G-suite
- Call handling
- CRM software
- Remote office availability
Achievementsandtraining
- Quality Assurance highest percentage for the Volkswagen 2.0L Canadian settlement
- TRAINED in Document validation and Scheduling analyzing
- IBM Data Analyst
Timeline
Tier 2 Customer Service Representative
Level INC
02.2022 - 12.2024
Customer Experience Representative
Deliveright
08.2019 - 09.2020
Call Center Representative
Premiere Response
04.2019 - 08.2019
Facility Representative
Logisticare
09.2018 - 05.2019
Customer Service Representative/Claims Administrator
Computershare
09.2017 - 05.2018
PSE Processing Clerk
United States Postal Service
11.2014 - 11.2015
High School Diploma -
New Jersey Youth Corp