Shenice Reid
Norfolk,VA
Summary
Dynamic customer support professional with extensive experience. Excelling in problem-solving and effective communication. Proven ability to enhance customer satisfaction through active listening and tailored solutions. Skilled in multitasking and adapting to fast-paced environments, consistently achieving high call quality standards and fostering positive client relationships.
Overview
11
11
years of professional experience
Work History
Client Service Representative
Sutherland Global Services
Chesapeake, VA
05.2018 - 06.2025
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changes in company policy or procedures.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Support Specialist
Ibex Global Solutions
Hampton,VA
08.2016 - 03.2018
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Responded to customer inquiries and provided technical assistance over the phone.
- Diagnosed and troubleshot hardware, software and network issues.
Courtesy Desk Associate
Walmart
Virginia Beach, VA
08.2014 - 07.2016
- Demonstrated strong knowledge of store policies and procedures while consistently adhering to guidelines when addressing customer requests at the courtesy desk.
- Assisted in loss prevention efforts by carefully monitoring transaction records and reporting discrepancies to management.
- Assisted fellow associates in problem-solving regarding difficult situations that arose at the Courtesy Desk.
- Reduced wait times for customers by promptly processing returns, exchanges, and refunds.
- Notified management of issues such as suspected theft or property defacement.
- Collaborated with coworkers to maintain adequate supplies of forms, bags, and other materials required for smooth functioning of the courtesy desk operations.
- Streamlined customer service processes by collaborating with team members to improve overall efficiency at the courtesy desk.
- Fostered positive relationships with regular customers through genuine interaction, creating a welcoming atmosphere at the Courtesy Desk.
- Increased customer loyalty with professional and empathetic assistance in addressing concerns and complaints.
- Adapted quickly to new systems and processes introduced by the company, maintaining a high level of proficiency in Courtesy Desk operations.
Education
Associate of Science - Social Sciences
Tidewater Community College
05-2020
Skills
- Customer support
- Problem solving
- Payment processing
- Ability to communicate effectively via different technological sources
- Microsoft office suite
- Ability to adapt to various environments and relating to individuals on all levels
- Customer focus
- Team Building
- Multitasking
- Prioritization
- Decision making
- Call center experience
Timeline
Client Service Representative
Sutherland Global Services
05.2018 - 06.2025
Customer Support Specialist
Ibex Global Solutions
08.2016 - 03.2018
Courtesy Desk Associate
Walmart
08.2014 - 07.2016
Associate of Science - Social Sciences
Tidewater Community College