SHELLEY MORRIS
Spanish Fort, AL
Summary
Dynamic Senior Client Service Specialist at Adroit Health Group with a proven track record in client relationship building and effective negotiation. Enhanced client satisfaction and retention through tailored solutions and proactive communication. Skilled in data interpretation, driving revenue growth while fostering long-term partnerships. Committed to delivering exceptional customer support and results.
Overview
54
54
years of professional experience
Work History
Senior Client Service Specialist
Adroit Health Group
09.2019 - 03.2025
- Provided expert guidance on product offerings and services available to clients, ensuring they received optimal value from their investments with the company.
- Reduced client attrition rates by proactively identifying potential issues and implementing tailored solutions to retain valuable customers.
- Led training sessions for junior team members on best practices in customer service, enhancing overall team performance and expertise.
- Improved client satisfaction by promptly addressing inquiries and resolving issues, ensuring a seamless customer experience.
- Identified opportunities for upselling and cross-selling products, driving revenue growth by deepening existing client relationships.
- Streamlined communication channels for enhanced efficiency in responding to client requests and concerns.
Customer Service Representative
Homeland HealthCare
10.2008 - 01.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Specialist
Long Motor Corporation
06.2002 - 03.2008
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Responded to customer requests for products, services, and company information.
Long Distance Operator
Southwestern Bell
05.1971 - 04.2002
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Provided on-the-job training to newly hired workers and team members.
- Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
- Increased overall product quality through meticulous attention to detail during operation processes.
Education
High School Diploma -
Putnam County High School
Unionville, MOSkills
- Client relationship building
- Effective negotiation
- Relationship management
- Data interpretation
- Outbound calling
- Call center experience
- Customer support
- Client relations
- Client support
- Payment processing
Timeline
Senior Client Service Specialist
Adroit Health Group
09.2019 - 03.2025
Customer Service Representative
Homeland HealthCare
10.2008 - 01.2012
Customer Service Specialist
Long Motor Corporation
06.2002 - 03.2008
Long Distance Operator
Southwestern Bell
05.1971 - 04.2002
High School Diploma -
Putnam County High School
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