Summary
Overview
Work History
Education
Skills
Timeline
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Shelley Rose Holt

Fort Mill,SC

Summary

Service-oriented Customer Support Representative with 15+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

13
13
years of professional experience

Work History

Senior Resolution Coordinator

WalMart
06.2023 - Current
  • Improved customer satisfaction by addressing and resolving complaints in a timely and efficient manner.
  • Increased department efficiency through thorough documentation of case details, leading to well-informed decision making.
  • Collaborated with various departments to resolve complex cases, ensuring a seamless experience for customers.
  • Managed high volumes of cases while maintaining a strong focus on quality assurance and adherence to company policies.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Customer Success Agent

SHUTTERFLY
06.2015 - 02.2023
  • Provide customer service and technical support via phone, email, social media, and chat for a variety of customer concerns, including how-to create products on the site, order status questions, issues with order quality, billing and/or shipping issues, and technical support questions
  • Evaluate customer issues regarding their orders using preset guidelines and personal judgement to determine the best resolution
  • Assist in special projects when assigned by a member of our leadership team
  • Keep records of customer interactions via Salesforce
  • Worked with various systems including Salesforce, Zendesk, and Hootesuite
  • Met customer interaction guidelines for service levels, handle time and productivity.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Maintained up-to-date knowledge of product and service changes.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Trained new personnel regarding company operations, policies and services.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Quality Assurance Performance Facilitator

PROMOTING GROWTH, LLC
05.2011 - 06.2015
  • Manage a team of 10 -15 customer service representatives taking inbound telephone calls for various clients
  • Arrange and conduct weekly team meetings to discuss team performance and offer suggestions how to improve team metrics
  • Monitor inbound telephone calls for each team member to ensure client standards are being upheld
  • Conduct weekly 30-minute performance enhancement sessions with each individual team member to discuss positive and negative aspects to his or her performance metrics relating to schedule adherence, average talk time, average hold time, customer satisfactions surveys, and total calls taken for the week
  • Report to Client Manager regarding team performance and ways to improve any negative team metrics
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Applied coaching techniques and tools to support managers and team members in improving performance.

Education

High School Diploma -

South Stanly High School
Norwood, NC
06.1992

Skills

    • Customer Service Excellence
    • Organizational Skills
    • Creative Issue Resolution
    • Microsoft Windows and Office
      • Performance Feedback
      • Collaborative Team Player
      • Inbound Call Answering
      • Salesforce Knowledge

Timeline

Senior Resolution Coordinator

WalMart
06.2023 - Current

Customer Success Agent

SHUTTERFLY
06.2015 - 02.2023

Quality Assurance Performance Facilitator

PROMOTING GROWTH, LLC
05.2011 - 06.2015

High School Diploma -

South Stanly High School

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Shelley Rose Holt