Shawntaria Dave-Humphrey
Columbia,SC
Summary
Experienced customer service professional with 5+ years of proven reliability and motivation in delivering exceptional service in fast-paced and remote environments. Proficient in managing customer inquiries through chat, email, and phone channels, consistently ensuring high satisfaction rates. Adept at multitasking and problem-solving, with a strong background in utilizing CRM and communication tools to streamline operations and enhance customer experiences.
Overview
9
9
years of professional experience
Work History
TECHNICAL SUPPORT AGENT
Kelly Connect
01.2020 - 02.2025
- Provide comprehensive technical support to 150+ users addressing hardware/software issues, network problems, and application support
- Achieved a customer satisfaction rating of 98% by resolving issues in a timely manner and providing effective follow-up
- Trained 20+ new employees on internal systems and troubleshooting protocols, reducing the time for new hires to become effective
- Managed support tickets with a resolution rate of 95% within 24 hours
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
CUSTOMER SERVICE REPRESENTATIVE
Broad Path Healthcare Solutions
01.2017 - 12.2019
- Handle an average of 60+ inbound calls daily, addressing questions related to appointments, billing, and insurance claims
- Assist patients in understanding medical bills, insurance coverage, and payment processes
- Provide clear, accurate information on services, co-pays, and deductibles, ensuring patients are well-informed of their healthcare options
- Maintain HIPAA-compliant documentation and manage patient records in the Epic system, ensuring accuracy and confidentiality
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
CUSTOMER CARE SUPPORT
Teleperformance Call Center
06.2016 - 01.2017
- Handle 70+ customer inquiries daily via email, chat, and phone, providing technical support, billing assistance, and product guidance
- Utilize Zendesk to manage and track customer support tickets, ensuring issues are documented and followed up promptly
- Responded to customer inquiries across multiple communication channels, including live chat, email
- Processed returns, refunds, and exchanges, ensuring clear communication and accurate data entry
- Self-motivated, with a strong sense of personal responsibility.
Education
Medical Administration Assisting -
Turner Job Corps
Albany, GA04.2016
High School Diploma -
New Learning Resource District School
Jackson,MS04.2016
Skills
- Windows, MacOS, Linux
- Proficient in TCP/IP Configuration
- DNS
- VPN setup
- Wi-Fi troubleshooting
- Skilled in MS Office Tools
- Excellent verbal and written communication skills
- Proven ability to troubleshoot and resolve issues quickly
- Highly experienced in managing customer interactions
- Resolving complaints
- Ensuring satisfaction
Timeline
TECHNICAL SUPPORT AGENT
Kelly Connect
01.2020 - 02.2025
CUSTOMER SERVICE REPRESENTATIVE
Broad Path Healthcare Solutions
01.2017 - 12.2019
CUSTOMER CARE SUPPORT
Teleperformance Call Center
06.2016 - 01.2017
Medical Administration Assisting -
Turner Job Corps
High School Diploma -
New Learning Resource District School
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