Shervonda Patrick
Dothan,AL
Summary
Customer-focused professional with many years of experience leading outbound call center operations. Innovative leader with track record of developing and implementing creative new processes that meet client, customer, and call team needs.
Flexible, offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
11
11
years of professional experience
Work History
Inbound/Outbound Customer Service Representative
SelectQuote
Dothan, AL
2023.09 - 2024.06
- Maintained current knowledge of company's products and services.
- Provided customers with product and service information in a timely manner.
- Suggested changes in products, services to improve customer experience, satisfaction levels.
Recovery Agent
Mrsbpo
Dothan, AL
2019.12 - 2023.09
- Provided customer service support by responding promptly to inquiries from clients regarding their accounts.
- Analyzed financial data to determine potential risk associated with granting credit extensions or loan modifications.
- Initiated legal action when necessary to recover defaulted loans.
Customer Service Manager
Vonnie’s Grab N’ Go
Dothan, AL
2016.07 - 2019.06
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Created reports on customer feedback, complaints, and suggestions for management review.
Home Health Aide/Patient Care Technician
Extended family care
Irvington, NJ
2013.01 - 2019.06
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Answered patient calls promptly, providing assistance or referring them to appropriate personnel when needed.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
Education
High School Diploma -
Essex County Tech
Newark, NJ1991-06
Skills
- Patience and Tolerance
- Goal-Oriented
- Salesforce
- CRM Software
- Payment Processing
References
Available upon request
Timeline
Inbound/Outbound Customer Service Representative
SelectQuote
2023.09 - 2024.06
Recovery Agent
Mrsbpo
2019.12 - 2023.09
Customer Service Manager
Vonnie’s Grab N’ Go
2016.07 - 2019.06
Home Health Aide/Patient Care Technician
Extended family care
2013.01 - 2019.06
High School Diploma -
Essex County Tech