Shenelle Polk
Jacksonville,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
GFL Environmental
Wilmington, NC
09.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Results Companies
Jacksonville, NC
06.2021 - 09.2023
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Provided primary customer support to internal and external customers.
- Developed and updated databases to handle customer data.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered constant flow of customer calls with minimal wait times.
- Promoted available products and services to customers during service, account management, and order calls.
- Tracked customer service cases and updated service software with customer information.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Educated customers about billing, payment processing and support policies and procedures.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Review claims for providers
- Provide resolutions for denied claims
- Review appeal status of denied claims
- Update coordination of benefits on patient account
- Check code history for billing
- Check to see if Current Procedural Terminology codes requires authorization
- Check patient Eligibility
- Provide CPT code limitations to providers
- Verify PCP on patients account
- Review Explanation of Benefits for claims that was submitted
- Provide information for Referral inquires
- Review authorization status for providers
Technical Support Representative
Apple
Jacksonville, NC
09.2018 - 02.2021
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted in development of system security protocols.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Used ticketing systems to manage and process support actions and requests.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched and identified solutions to technical problems.
- Responded promptly to incoming sales leads and requests for technical support.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Researched product and issue resolution tactics to address customer concerns.
- Diagnosed and troubleshot hardware, software and network issues.
Retention Customer Service Representative
DIRECTV
Jacksonville,nc
08.2012 - 09.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Education
High School Diploma -
Jacksonville High School
Jacksonville, NC05.2002
Skills
- Call Volume and Quality Metrics
- Prioritization
- Research
- Microsoft Internet Explorer
- Microsoft Outlook
- Call Center Operations
- Professional Telephone Demeanor
- Apple macOS
- Active Listening
- Citrix
- Technical Support
- Understanding Customer Needs
- Customer Service
- Multi-Line Phone Talent
Timeline
Customer Service Representative
GFL Environmental
09.2023 - Current
Customer Service Representative
Results Companies
06.2021 - 09.2023
Technical Support Representative
Apple
09.2018 - 02.2021
Retention Customer Service Representative
DIRECTV
08.2012 - 09.2017
High School Diploma -
Jacksonville High School