Shelly Hagans
Knightdale,NC
Summary
Experienced Remote Customer Support Specialist with a proven track record of delivering exceptional service, resolving client issues, and fostering strong customer relationships in fast-paced, high-volume settings. Skilled in remote communication through phone, email, and chat, as well as proficient in CRM systems, Microsoft Office Suite, and various virtual collaboration platforms. Dedicated to providing accurate, timely, and empathetic support while continuously enhancing processes to elevate client satisfaction levels.
Overview
11
11
years of professional experience
Work History
Remote Account Representative
Latin Beat Pro Audio
10.2018 - Current
- - Manage multiple client accounts and coordinate tasks independently in a fully remote setting.
- - Perform inbound/outbound calls and emails to maintain high client engagement.
- - Build and maintain strong client relationships with both new and existing customers.
- - Identify new business opportunities and assist in closing deals.
- - Communicate effectively in verbal and written formats.
- - Diagnose and resolve client issues to ensure satisfaction.
- - Schedule and manage virtual appointments efficiently.
Account Manager
Metro Accounting Services
02.2016 - 08.2018
- - Collected and organized client intake information and documentation to streamline operations.
- - Entered detailed data into accounting software with 98%+ accuracy.
- - Responded to client inquiries via phone and email, ensuring prompt and clear communication.
- - Oversaw payment processing and ensured timely disbursements.
- - Coordinated and scheduled virtual client consultations.
Customer Service & Collections Specialist (Remote)
Novus Services
05.2014 - 11.2015
- - Provided customer support via inbound and outbound calls in a remote call center environment.
- - Negotiated and customized payment solutions for delinquent accounts.
- - Maintained accurate, detailed records of client interactions.
- - Prioritized large workloads, ensuring prompt and effective case resolution.
Education
B.S. - Business Administration
Kaplan University
Columbus, OH01.2011
Skills
- Remote Communication
- CRM Systems
- Microsoft Office Suite
- Data Accuracy
- Organization
- Multi-tasking
- Problem Solving
- Empathy
- Adaptability
- Time Management
- Customer engagement
- Customer relationship management
Timeline
Remote Account Representative
Latin Beat Pro Audio
10.2018 - Current
Account Manager
Metro Accounting Services
02.2016 - 08.2018
Customer Service & Collections Specialist (Remote)
Novus Services
05.2014 - 11.2015
B.S. - Business Administration
Kaplan University
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