Shenerica Jefferson
Forney,TX
Summary
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
13
13
years of professional experience
Work History
Customer Service Lead
Transamerica Life Insurance Company
09.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Reviewed associate performance to identify training needs.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained new personnel regarding company operations, policies and services.
Customer Service Team Leader
TCS
04.2022 - 10.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Evaluated customer service staff performance and provided constructive feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
Bio Innovations
Customer Service Lead
04.2019 - 02.2022
- Created and managed social media campaigns to increase brand engagement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Promoted available products and services to customers during service, account management, and order calls.
Customer Service Analyst
Hyundai Capital America
09.2011 - 08.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Boosted sales revenue by skillfully promoting diverse service options.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided information regarding charge accounts and loyalty programs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Science - Life Sciences
Parker University
Dallas, TXSkills
- Complaint resolution
- Service standard compliance
- International sales support
- Retail materials management
- Training development aptitude
- Account management
- Professional telephone demeanor
- Medical terminology knowledge
- Group and individual instruction
- Remote Learning
- Employee training
- Online training experience
- Email Etiquette
- Customer Complaint Resolution
Timeline
Customer Service Lead
Transamerica Life Insurance Company
09.2023 - Current
Customer Service Team Leader
TCS
04.2022 - 10.2023
Bio Innovations
Customer Service Lead
04.2019 - 02.2022
Customer Service Analyst
Hyundai Capital America
09.2011 - 08.2017
Associate of Science - Life Sciences
Parker University
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