Shenale Smalling
Miami
Summary
Proven professional with extensive experience in customer service and data management, notably at Comcast. Excelled in conflict resolution and data entry, enhancing customer loyalty and operational efficiency. Demonstrated critical thinking and active listening, significantly improving client satisfaction and team performance. Achieved notable success in complaint handling and Microsoft Excel, driving positive outcomes in high-pressure environments.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Comcast
02.2017 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
Data Entry Clerk
Teleperformance
09.2014 - 02.2017
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Sorted documents and maintained organized filing process.
Claims Processor
Alorica
12.2010 - 08.2014
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Managed workload and priorities to meet claims processing meet deadlines.
- Followed up with customers on unresolved issues.
- Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
Manager
Checker
05.2008 - 11.2010
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
Education
No Degree - Nursing
Broward College
Fort Lauderdale, FL06-2025
High School Diploma -
Miami Carol City Senior High
Miami Gardens, FL06-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
Timeline
Customer Service Representative
Comcast
02.2017 - Current
Data Entry Clerk
Teleperformance
09.2014 - 02.2017
Claims Processor
Alorica
12.2010 - 08.2014
Manager
Checker
05.2008 - 11.2010
No Degree - Nursing
Broward College
High School Diploma -
Miami Carol City Senior High
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