SHAYLA JOHNSON
Tarboro,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
SelectQuote/Everise
10.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Confirming customers have medicare parts A & B,
- Confirming customer's accounts information
- Asking customers life insurance questions.
Call Center Representative
Experian/ Everise
08.2023 - 10.2023
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion, and access to services.
Call Representative
Ciox Health ,
12.2020 - 05.2023
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Updated customer records in CRM to document interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Developed and updated databases to handle customer data.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Call Representative
Focus Service Company
08.2017 - 02.2020
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- .Developed understanding of client's business and supported procedures and adherence to service agreements.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Educated customers on company systems, form completion, and access to services.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Customer Care Advocate
Convergys,
04.2014 - 05.2017
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
Education
High School Diploma -
Tarboro High School
Tarboro, NC06.2014
Skills
- Customer Order Management
- Report Generation
- Customer Retention
- Complaint Resolution
- Account Management
- Good Communication Skills
- Customer Relations
- Customer Service
- Multitasking
- Product Knowledge
- Time Management
- Positive Attitude
- Sales Techniques
- Call Center Experience
- Data Entry
- Account Updating
Timeline
Customer Service Specialist
SelectQuote/Everise
10.2023 - Current
Call Center Representative
Experian/ Everise
08.2023 - 10.2023
Call Representative
Ciox Health ,
12.2020 - 05.2023
Call Representative
Focus Service Company
08.2017 - 02.2020
Customer Care Advocate
Convergys,
04.2014 - 05.2017
High School Diploma -
Tarboro High School
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