Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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

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Shenice Reid