Shenekqua Harris
Cocoa,FL
Summary
Highly motivated and customer-focused professional with a proven track record in remote customer service roles. Skilled in handling routine inquiries, providing excellent communication and problem-solving, and delivering exceptional service. Adept at problem-solving and strong communication skills aimed at ensuring customer satisfaction and driving company growth. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
12
12
years of professional experience
Work History
Lead Customer Service Agent
Everise
11.2020 - Current
- Communicated with customers in clear, concise, and courteous manner, ensuring effective understanding and resolution
- Responsible for handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problems solving skills
- Resolved customer complaints and maintained clean and organized checkout area
- Achieved customer service goals and surpass customer expectations
- Handled sensitive patient information in compliance with HIPAA regulations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized multiple systems to troubleshoot, respond to, and document customer inquiries
- Assisted over 100+ customers per day in fast-paced, back-to-back call environment, demonstrating energetic engagement
Customer Service Support Representative
Adecco Staffing
07.2012 - 12.2019
- Managed 80% of customer orders and inquiries through various channels, including phone, email, and in-person communication, prioritizing high-quality service delivery
- Delivered exceptional customer service by actively listening to customer needs and providing appropriate solutions
- Demonstrated utmost professionalism in handling customer information while maintaining strict confidentiality
- Proactively strived to resolve customer issues during initial interaction to enhance customer satisfaction.
- Responded to customer inquiries about reward redemptions, customer information updates, card activations, payments, lost or stolen cards, statements, APR inquiries, and credit line increase/decrease requests
- Automated deposits, payments, and documentation reports, reducing production time by 75%
Education
Remote/Hybrid Customer Service Certificate -
Titusville Christian Academy
Titusville, FL01.2019
High School Diploma -
Assurance Christian Academy
Rockledge, FL05.2009
Skills
- Excellent communication skills, written and verbal
- Proficient In CRM/SAP/Zendesk Salesforce systems and Microsoft Word
- Excellent attention to detail and accuracy In data entry and record keeping
- Flexible to change and procedures
- Transcription Error Identification
- Live Chat Support
- Administrative Support
- Ability to thrive in fast-paced environment
- Ability to multi-task and manage time effectively
- Organized and detail oriented
- Phone Etiquette
- Escalation Handling
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
Timeline
Lead Customer Service Agent
Everise
11.2020 - Current
Customer Service Support Representative
Adecco Staffing
07.2012 - 12.2019
Remote/Hybrid Customer Service Certificate -
Titusville Christian Academy
High School Diploma -
Assurance Christian Academy
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