Shevon Harris-Walton
Long Beach,CA
Summary
Personable and dedicated Customer Service Representative with extensive experience in Call Center industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Professional in customer care, delivering exceptional service through effective communication and problem-solving abilities. Adept at resolving conflicts, enhancing customer experiences, and fostering strong client relationships. Collaborative team player known for reliability and adaptability, consistently achieving positive outcomes through teamwork and perseverance.
Overview
26
26
years of professional experience
Work History
Remote Customer Care Professional
Optum, UnitedHealth Group
06.2023 - 05.2024
- Provided product and service information to customers.
- Resolved customer complaints in a timely manner.
- Created detailed documentation of customer interactions for future reference.
- Investigated complex or escalated issues and provided solutions where possible.
- Collaborated with other departments to resolve customer inquiries quickly and efficiently.
- Listened attentively to customer needs, clarified information, researched every issue and provided solutions in a timely manner.
- Demonstrated empathy towards customers during difficult conversations.
- Provided support to colleagues regarding customers' queries or complaints.
- Monitored performance metrics related to customer care activities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Remote Call Center Representative
Consumer Attorney Marketing Group
02.2022 - 09.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Navigated through computer systems to review information and respond appropriately to callers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Remote CSR
24 Hour Home Care
09.2021 - 02.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Troubleshot shortages and overages to support quality control efforts.
- Answered incoming telephone calls to provide store, products and services information.
- Analyzed customer activity to promote safe and secure environment.
- Made outbound calls to obtain account information.
Member Service Representative
Alignment Healthcare
06.2021 - 08.2021
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Maintained strong knowledgebase of product options and sales promotions to better serve every customer.
- Assessed customer account information to determine current issues and potential solutions.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Consulted with customers regarding needs and addressed concerns.
Remote Customer Support Agent
Reveleer
04.2021 - 05.2021
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Provided consultations for patients about rights and services.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Checked daily doctor schedules and verified insurance.
- Referred patients to appropriate professionals and services.
Remote Customer Support Agent
Answernet Telepartners
12.2020 - 03.2021
- Evaluated customer account information to assess current issues and determine potential solutions.
- Delivered service and support to each customer, paving way for future business opportunities.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Expressed appreciation for patronage, inviting and encouraging customer return visits.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
Security Officer
Allied Barton
11.2012 - 12.2012
- Guarded restricted areas to prevent unauthorized entry.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.
- Secured personnel and premises by inspecting buildings and patrolling property.
- Documented security-related situations and submitted in-depth reports to superiors.
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
- Warned persons of rule infractions or violations and evicted violators from premises.
- Inspected parking lot to verify parking permits and ticketed or towed unauthorized vehicles.
- Monitored premises and recorded activity in daily officer reports.
- Searched individuals and baggage for weapons and other prohibited items.
- Verified photo IDs and tickets to allow guests passage.
- Assessed fire detectors and alarm systems to prevent and address issues.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Observed patrons and customers to quickly address security situations.
Order Filler
Office Depot Inc
04.2008 - 07.2010
- Operated warehouse equipment with caution and according to manufacturer instructions to reduce risk of accidents and malfunctions.
- Used RF scanner to pick items from bins and complete orders.
- Packaged items with appropriate materials to prevent damage during shipping.
- Prepared products for packaging and shipping according to company specifications.
- Used handheld scanners to key in data for packages.
- Unloaded merchandise from delivery trucks quickly and efficiently.
- Attended company safety meetings to maintain knowledge of new and important information.
- Mentored newly hired employees on warehouse safety procedures and demonstrated proper operation of tools to avoid mishaps.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Facilitated smooth operations during peak periods, effectively handling increased workload without compromising quality or timeliness of deliveries.
Sales Associate
JCPenney
06.2005 - 05.2006
- Operated cash register, collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Built and maintained relationships with peers and upper management to drive team success.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
Customer Service Representative
Ruby's Deli
02.1998 - 06.2001
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- Answered incoming telephone calls to provide store, products and services information.
- Upsold products and services to address customer needs and maximize sales.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Associate of Arts - Medical Assistant
American Career College
CA02-2016
High school diploma -
California charter AcademyCalifornia charter Academy
Long Beach, C2004
Skills
- Call center
- Customer service
- Sales
- Phone
- Inbound and Outbound Calling
- Problem-Solving Abilities
- Learning Strategies
- Active listening
- Inbound and outbound calling
- Call center experience
- Understanding Customer Needs
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Customer Service
- Call Documentation
- Call Volume and Quality Metrics
- Inbound call answering
- Customer service excellence
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Timeline
Remote Customer Care Professional
Optum, UnitedHealth Group
06.2023 - 05.2024
Remote Call Center Representative
Consumer Attorney Marketing Group
02.2022 - 09.2022
Remote CSR
24 Hour Home Care
09.2021 - 02.2022
Member Service Representative
Alignment Healthcare
06.2021 - 08.2021
Remote Customer Support Agent
Reveleer
04.2021 - 05.2021
Remote Customer Support Agent
Answernet Telepartners
12.2020 - 03.2021
Security Officer
Allied Barton
11.2012 - 12.2012
Order Filler
Office Depot Inc
04.2008 - 07.2010
Sales Associate
JCPenney
06.2005 - 05.2006
Customer Service Representative
Ruby's Deli
02.1998 - 06.2001
High school diploma -
California charter AcademyCalifornia charter Academy
Associate of Arts - Medical Assistant
American Career College
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