Shelia Keaton
Memphis,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Call Center Representative
Sitel
10.2021 - Current
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- 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.
Customer Service Representative
SYNQ3
10.2018 - 11.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Field Organizer
CADC-LLC
07.2017 - 10.2018
- Recruited and trained volunteers to handle field canvassing functions.
- Coordinated volunteer activities and facilitated distribution of promotional and marketing materials.
- Generated reports to evaluate program success and make modifications.
Education
No Degree - Cosmetology
Tennessee College of Applied Technology
Memphis, TN10.2016
High School Diploma -
Sheffield High School
Memphis, TN05.2014
Skills
- Conflict Resolution Techniques
- Product and Service Knowledge
- Administrative and Office Support
- Inbound Customer Calls
- Written and Oral Communications
- Customer Satisfaction
- Call Volume and Quality Metrics
- Database Management
- Customer Experience
Timeline
Customer Service Call Center Representative
Sitel
10.2021 - Current
Customer Service Representative
SYNQ3
10.2018 - 11.2019
Field Organizer
CADC-LLC
07.2017 - 10.2018
No Degree - Cosmetology
Tennessee College of Applied Technology
High School Diploma -
Sheffield High School
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