Shawnte Young
Tampa
Summary
Experienced Professional seeks a full-time permanent position as a Customer Service Representative that will allow me to apply my 9+ years of healthcare and call center experience, and ability to exceed quality, productivity targets and defined timelines to ensure Service Level Agreements are met.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
T-Mobile
Tampa
10.2022 - Current
- Handled customer inquiries and resolved issues efficiently and professionally.
- Maintained product knowledge to provide accurate information to customers.
Customer Service Representative
Ashley’s furniture
Tampa
07.2020 - 10.2022
- Assisted customers in selecting furniture that meets their needs and preferences.
- Handled customer inquiries and resolved issues efficiently and professionally.
- Maintained product knowledge to provide accurate information to customers.
Special Point of Contact
Alorica
Tampa
01.2018 - 06.2020
- Log, track, resolve and respond to all assigned inquiries and complaints.
- Process damaged and lost claims for customers thoroughly researching issues and taking appropriate action to resolve them within turnaround time requirements and quality standards.
- Act as a liaison between internal departments on data gathering and problem solving while investigating problems of an unusual nature in the area of responsibility.
Customer Service Representative
Alorica
Tampa
01.2017 - 12.2017
- Answered between 50 and 60 inbound calls daily from customer regarding tracking packages.
- Operated dual monitors and leveraged computer-based resources to find answers to customers questions and help simplify next steps.
- Built rapport with customers by probing for needs and recommending appropriate solutions.
Customer Service Representative
OneTouch Direct
Tampa
01.2015 - 12.2016
- Answered between 70 and 80 inbound calls daily from customers regarding billing issues, technical problems, upgrades, and promotional pricing daily.
- Utilized listening skills to listen attentively to customer needs and concerns.
- Applied salesmanship skills to persuade customers to purchase new products and seasonal promotions.
Customer Service Representative
General Dynamics Information Technology
Riverview
01.2010 - 12.2015
- Handled between 90 and 100 inbound phone inquiries daily from Medicare Beneficiaries.
- Educated beneficiaries about their current Medicare Prescription Drug Plan, Medicare Advantage Plan, and Medigap Plan.
- Reviewed eligibility; determined if services were covered or non-covered by Medicare; determined if services required a prior authorization; mailed or emailed prior authorization forms.
Education
diploma - Nursing
Hillsborough High School
Tampa, FL06-1996
Skills
- Interpersonal skills
- Verbal communication skills
- Microsoft Office Products
- Outlook
- Word
- Excel
- Clear thinking
- Conceptual thinking
- Action oriented
- Results driven
- Professionalism
- Customer service
- Product knowledge
- Data entry
- Call handling
- Active listening
- Inbound and outbound calling
References
References are available on request.
Timeline
Customer Service Representative
T-Mobile
10.2022 - Current
Customer Service Representative
Ashley’s furniture
07.2020 - 10.2022
Special Point of Contact
Alorica
01.2018 - 06.2020
Customer Service Representative
Alorica
01.2017 - 12.2017
Customer Service Representative
OneTouch Direct
01.2015 - 12.2016
Customer Service Representative
General Dynamics Information Technology
01.2010 - 12.2015
diploma - Nursing
Hillsborough High School