Shermell Anderson
Lafayette,La
Summary
Reliable Work from Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls.
Overview
5
5
years of professional experience
Work History
Customer Care Specialist II Technical Support
Cox Communication LLC
09.2023 - Current
- A real-time troubleshooter for customers in need, help them get their heads around their equipment and how to use it
- Changing passwords to setting DVRs, helping customers challenges with clarity
- Strive to resolve issues on the first call, while providing empathy and passion while assessing the customers’ need
- Suggesting products, adjusting billing, rearranging products solutions
Customer Exp Rep Promo Roll
Comcast
03.2021 - 09.2023
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity
Customer Service Representative
Comcast
12.2019 - 03.2021
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solved.
Education
High School Diploma -
H.L. Bourgeois High School
Gray, La01.2012
Skills
- Telecommunication
- Budging Planning
- Communication
- Technical Support
- Order fulfillment
- Creative problem-solving
- Account management
- POS systems expert
- Multi-line phone talent
- Professional telephone demeanor
- High-volume call centers
- Typing 45 wpm
- Documentation and reporting
- Call decisioning
- Knowledgebase software
- Call center operations
- Written and oral communication
- Data Management
Timeline
Customer Care Specialist II Technical Support
Cox Communication LLC
09.2023 - Current
Customer Exp Rep Promo Roll
Comcast
03.2021 - 09.2023
Customer Service Representative
Comcast
12.2019 - 03.2021
High School Diploma -
H.L. Bourgeois High School