Shayna Adriance
Kissimmee,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Asurion
Orlando, FL
10.2023 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Maintained detailed records of customer interactions and transactions.
- Monitored customer feedback to ensure high levels of satisfaction.
Customer Service Agent
Insurance Scout Partners
Orlando, FL
07.2023 - Current
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assisted customers with inquiries regarding products and services through phone, email, and text.
- Provided product information to customers in a timely manner.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Advised customers on purchasing decisions based on their individual needs.
- Followed up with customers via phone or email after purchase was made to ensure satisfaction.
- Updated customer records in the CRM system accurately with each interaction.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Answered incoming calls promptly and professionally within company standards.
Customer Service Representative
Vanguard
Malvern, PA
06.2021 - 04.2023
- Conducted retirement plan reviews and provided guidance to participants on their available options.
- Assisted in the administration of 401 plans, including enrollment processes, contributions, distributions, loans and hardship withdrawals.Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service Representative
Transamerica Life Insurance Company
Exton, PA
03.2016 - 06.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Kindergarten Enrichment Teacher
The Malvern School
Lionville, PA
05.2014 - 03.2016
- Developed and implemented engaging activities to promote early literacy development in kindergarteners.
- Created an environment that fostered emotional, social and physical growth of students.
- Assessed student progress and provided feedback to parents regarding their child's performance.
- Encouraged collaboration among students through group activities and projects.
- Provided individual instruction to help students with special needs or those requiring additional support.
- Established positive relationships with students, families and colleagues.
- Monitored student behavior in order to ensure a safe learning environment was maintained at all times.
- Planned lessons based on approved curriculum standards for kindergarten enrichment classes.
Education
Bachelor of Science - Special Education
Temple University
Philadelphia, PA05.2011
Associate of Arts - Education
Delaware County Community College
Media, PA05.2008
High School Diploma -
Western High School
Davie, FL06.2003
Skills
- Inbound Customer Service
- Call Management
- Complaint Resolution
- Active Listening
- Conflict Resolution
- Problem-Solving Abilities
- Positive and Professional
- Product Knowledge
- Call Center Operations
- Multi-Task Management
- Professional Telephone Demeanor
- Microsoft Office Expertise
Certification
- Florida 4-40 Customer Representative License
References
References available upon request.
Timeline
Technical Support Representative
Asurion
10.2023 - Current
Customer Service Agent
Insurance Scout Partners
07.2023 - Current
Customer Service Representative
Vanguard
06.2021 - 04.2023
Customer Service Representative
Transamerica Life Insurance Company
03.2016 - 06.2021
Kindergarten Enrichment Teacher
The Malvern School
05.2014 - 03.2016
Bachelor of Science - Special Education
Temple University
Associate of Arts - Education
Delaware County Community College
High School Diploma -
Western High School
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