Shi-Yon Wells
Summary
Dynamic customer service professional with a track record of elevating customer experiences at Extended Health Care. Excelled in complaint resolution and technical troubleshooting, boosting satisfaction and efficiency. Skilled in Microsoft PowerPoint and adept at de-escalation, I led teams to surpass service goals through strategic guidance and operational excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Extended Health Care
09.2024 - 12.2024
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Call Center Representative
Spectrum
04.2022 - 02.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative Team Lead
ADT Security
08.2021 - 04.2022
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
Customer Service Advocate
Blue Shield
08.2018 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Richland Northeast HS
Columbia,Sc06-2015
Skills
- Account updating
- Scheduling
- Complaint resolution
- Calendaring
- Call center operations
- Technical troubleshooting
- Microsoft PowerPoint
- De-escalation techniques
Timeline
Customer Service Representative
Extended Health Care
09.2024 - 12.2024
Call Center Representative
Spectrum
04.2022 - 02.2023
Customer Service Representative Team Lead
ADT Security
08.2021 - 04.2022
Customer Service Advocate
Blue Shield
08.2018 - 04.2022
High School Diploma -
Richland Northeast HS
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