Shenise Peterson
Massillon
Summary
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
12
12
years of professional experience
Work History
Technical Lead
VXI Global Solutions - Canton
06.2013 - 06.2014
- Assist customers with their technical needs on their mobile devices.
- Led a team of developers to successfully deliver high-quality software projects on time and within budget constraints.
Customer Service Representative
State of Ohio
03.2021 - 10.2022
- Process & Adjudicate unemployment claims for claimants.
- 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.
Research Specialist/Sr Customer service representative
Area Wide Protective
05.2018 - 01.2022
- Was in control of all reporting for department, as well as researching any complaints that came in both internally and externally. Scheduled and dispatched crews out for traffic control.
Substitute teacher
Akron Public Schools
01.2014 - 06.2018
- Fill in for educating staff on as needed/when available basis
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
Alarm Dispatcher
Securitas Electronic Security
01.2016 - 02.2017
- Monitoring and processing alarms for various financial institutions, retail locations, and residential.
Client Satisfaction Representative
Warby Parker
06.2022 - 09.2023
- Resolved client complaints and issues for improved relations and increased loyalty.
- Maintained strong product knowledge, effectively addressing inquiries and concerns from clients.
- Utilized CRM systems efficiently, accurately documenting case details and ensuring proper follow-up actions were taken.
- Conducted follow-up calls to assess customer satisfaction levels after issue resolution or service completion.
Healthcare Customer Service Representative
Molina Healthcare
01.2023 - 05.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
Associates Degree - Human and Social Services
Stark State College
01.2015
Skills
- Agile methodology
- Issue investigation
- Performance optimization
- Test-driven development
- Active listening
- Critical thinking
- Data entry
- Social services
- Social services support
- Team leadership
- Decision-making
- Time management
- Verbal and written communication
Timeline
Healthcare Customer Service Representative
Molina Healthcare
01.2023 - 05.2025
Client Satisfaction Representative
Warby Parker
06.2022 - 09.2023
Customer Service Representative
State of Ohio
03.2021 - 10.2022
Research Specialist/Sr Customer service representative
Area Wide Protective
05.2018 - 01.2022
Alarm Dispatcher
Securitas Electronic Security
01.2016 - 02.2017
Substitute teacher
Akron Public Schools
01.2014 - 06.2018
Technical Lead
VXI Global Solutions - Canton
06.2013 - 06.2014
Associates Degree - Human and Social Services
Stark State College
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