Shenerica Jefferson
Plano
Summary
Effective communicator with a collaborative mindset, eager to apply classroom knowledge of EKG to real-world experiences. Consistently meet company needs by implementing organized practices. Thrive under pressure and excel in adapting to new situations and challenges, always striving to enhance the organizational brand. Over 100 EKG clinical hours and certified BLS licensing, excited to embark on a career in a hospital environment.
Overview
14
14
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
- 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
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
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
- Evaluated customer service staff performance and provided constructive feedback
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication
Customer Service Lead
Bio Innovations
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
Electrocardiography Technician - Life Sciences
Parker University
04-2025
Skills
- Complaint resolution
- Professional telephone demeanor
- Group and individual instruction
- Email & telephone Etiquette
- Customer Complaint Resolution
- Understanding of medical terminology
- Electrocardiography (EKG)
- HIPAA compliance
- Basic life support
- Patient preparation
- HIPAA guidelines
- Electrocardiogram interpretation
- Patient relations
- Certified in CPR/AED
- Medical terminology
- Claim validity determination
Timeline
Customer Service Lead
Transamerica Life Insurance Company
09.2023 - Current
Customer Service Team Leader
TCS
04.2022 - 10.2023
Customer Service Lead
Bio Innovations
04.2019 - 02.2022
Customer Service Analyst
Hyundai Capital America
09.2011 - 08.2017
Electrocardiography Technician - Life Sciences
Parker University
Similar Profiles
Jen AyersJen Ayers
IT Project Manager at Transamerica Life Insurance CompanyIT Project Manager at Transamerica Life Insurance Company
Chad EmmonsChad Emmons
Life Insurance Agent at Transamerica Life Insurance CompanyLife Insurance Agent at Transamerica Life Insurance Company
DEVIN JOHNSONDEVIN JOHNSON
Insurance Agent at Transamerica Life Insurance CompanyInsurance Agent at Transamerica Life Insurance Company
Charlene BattisonCharlene Battison
Insurance Agency Coordinator at Transamerica Life Insurance CompanyInsurance Agency Coordinator at Transamerica Life Insurance Company
Gloria BellGloria Bell
Procurement Specialist at Go TextbooksProcurement Specialist at Go Textbooks