Shenteria King
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Independent Contractor - Self Employed
10.2020 - Current
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Roadside Assistance Agent
Independent Contractor - Self Employed
05.2022 - 12.2023
- Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
- Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
- Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
- Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
- Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
- Maintained thorough knowledge of company policies and procedures to provide accurate information to customers in need of assistance.
- Utilized GPS technology to accurately locate stranded motorists for faster response times.
- Updated internal databases with detailed notes regarding each call handled, allowing for seamless follow-up if needed.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
Technical Support Representative
Independent Contractor - Self Employed
01.2021 - 09.2022
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Education
Medical Assisting - Medical Assisting
Sanford Brown Institute
Atlanta, GA07.2007
GED -
Dekalb Adult Education
Tucker02.2000
Skills
- Call Management
- Complaint Resolution
- Microsoft Office Suite
- Documentation
- Scheduling
- Data Entry Proficiency
- Stress Tolerance
- Technical Knowledge
- Videoconferencing
- Customer Service
Timeline
Roadside Assistance Agent
Independent Contractor - Self Employed
05.2022 - 12.2023
Technical Support Representative
Independent Contractor - Self Employed
01.2021 - 09.2022
Customer Service Representative
Independent Contractor - Self Employed
10.2020 - Current
Medical Assisting - Medical Assisting
Sanford Brown Institute
GED -
Dekalb Adult Education
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