Shekoria Clarke
Statesboro,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Specialist
Vericast
02.2023 - 05.2023
- Provide exceptional customer service to members
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Conduct research to provide answers for customers to resolve their issues
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Open and maintain customer accounts and information
- Performs data entry functions by keying data into computer system: enter, review or modify data in computer database
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Associate
Ttec (TeleTech) - HealthCare Solutions
09.2021 - 04.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative Supervisor
K-Mart Store
12.2007 - 07.2012
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
Receptionist
Ogeechee Technical College
08.2003 - 05.2005
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted with onboarding new clients and securing paperwork completion.
- Collected payments, processed transactions and updated relevant records.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
No Degree - Business Office Technology
Ogeechee Technical College
Statesboro, GA05.2005
High School Diploma -
Statesboro High School
Statesboro, GA05.1996
Skills
- Documenting Calls
- Customer Inquiry Response
- Administrative and Office Support
- Microsoft Office
- Office Equipment
- Loyalty Programs
- Process Transactions
- Call Volume and Quality Metrics
- Call Center Processes
- Customer Data Confidentiality
- Policy and Procedure Adherence
- Customer Service and Assistance
Timeline
Customer Service Representative Specialist
Vericast
02.2023 - 05.2023
Customer Service Associate
Ttec (TeleTech) - HealthCare Solutions
09.2021 - 04.2023
Customer Service Representative Supervisor
K-Mart Store
12.2007 - 07.2012
Receptionist
Ogeechee Technical College
08.2003 - 05.2005
No Degree - Business Office Technology
Ogeechee Technical College
High School Diploma -
Statesboro High School
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