Shernethia Stephens
Macon,Georgia
Summary
Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Georgia Power
McDonough, GA
10.2024 - Current
- Internet inquiries.
- Responded to customer feedback and resolved issues promptly.
- Resolved customer complaints in a timely manner via telephone and email communication.
- Assisted customers with inquiries regarding service options and billing issues.
- Resolved complaints efficiently while maintaining a positive customer experience.
- Collaborated with team members to address customer needs effectively.
- Educated customers about energy-saving programs and services available.
- Documented interactions in the customer relationship management system accurately.
- Handled high call volumes while ensuring quality service standards were met.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Managed online sales platforms to ensure accurate product listings.
Auto Claims Representative
GEICO
Macon, Georgia
06.2000 - 10.2020
- Communicate with customers to gather information and clarify claims details.
- Review documentation to assess claim validity and coverage eligibility.
- Collaborate with repair facilities to coordinate vehicle inspections and estimates.
- Utilize claims management software to document interactions and updates.
- Negotiate settlements by evaluating damage reports and repair costs.
- Educate customers on coverage options and claims procedures effectively.
- Maintain detailed records of all claim activities and customer communications.
- Assisted with resolving difficult or complex claims issues.
- Drafted correspondence to claimants regarding claim status updates and payment processing timelines.
- Analyzed customer claims and determined coverage eligibility.
- Monitored progress of open claims and updated databases accordingly.
- Conducted interviews with claimants as needed to obtain additional information on their auto insurance claims.
- Provided excellent customer service to claimants throughout the claims process.
- Investigated auto accident claims to determine liability and coverage.
- Reviewed and interpreted police reports and witness statements to establish facts of claims.
- Coordinated with body shops and repair professionals to validate repair costs and methods.
Education
Vocational - Emergency Medical Response
Georgia Institute of EMS
Covington, GA08-2022
Vocational - Medical Coding And Billing, Electrocardiography
Health Tech of Georgia
Warner Robins, GA09-2021
Skills
- Independent work
- Team collaboration
- Attention to detail
- Eager, continuous learning
- Time management
- Active listening
- Problem solving
- Relationship building
- Customer service
- High-energy attitude
- Multi-line phone talent
- Building rapport
Timeline
Customer Service Representative
Georgia Power
10.2024 - Current
Auto Claims Representative
GEICO
06.2000 - 10.2020
Vocational - Emergency Medical Response
Georgia Institute of EMS
Vocational - Medical Coding And Billing, Electrocardiography
Health Tech of Georgia
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