Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shilicia Rowland

Winston,GA

Summary

Customer Service Specialist with over 5 years of comprehensive experience, adept in providing exceptional customer service. Demonstrates a profound ability to handle policy and service information inquiries, alongside a warm and professional attitude that enhances customer satisfaction and loyalty. Eager to apply a rich skill set and forward-thinking approach to elevate customer service standards and contribute to the growth and innovation of a future-focused company.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Verida Inc
11.2022 - 10.2023
  • Performed duties such as:
  • Booking Medicaid and Medicare members Non-Emergency Transportation to and from medical appointments
  • Accessing and verifying members accounts according to company Guidelines, Rules, and Procedures
  • Verifying members eligibility for transportation such as, availability of rides based on members insurance type, if members insurance has changed, also if the member is in a residential or facility location where transportation is provided
  • Handling 80-100 inbound and outbound calls daily
  • Accurately and thoroughly booking members trips and assisted with their rides home while performing excellent customer service
  • Effectively assisted members or customer complaints resulting in customer satisfaction
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Child Care

Self-Employed
01.2020 - 08.2022
  • Maintaining a safe environment for children.
  • Provided meal service.
  • Adhered to weekly schedules.
  • Ensured cleanliness through regular bathing and timely diaper changes.
  • Facilitated innovative projects.
  • Ensured emotional stability for individuals.
  • Communicated student's progress to parents.

Cashier

Popeyes
04.2017 - 11.2019
  • Performed effectively under intense conditions.
  • Enhanced workplace harmony through positive interactions.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Addressed customer needs and made product recommendations to increase sales.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.

Customer Service Representative

Alorica, Inc
09.2015 - 06.2016
  • Performed duties such as:
  • Scheduled transportation for Medicaid and Medicare members to medical appointments.
  • Accessing and verifying members accounts according to company Guidelines, Rules, and Procedures
  • Confirming transportation eligibility based on insurance type.
  • Handled up to 100 customer interactions each day through phone calls.
  • Accurately and thoroughly booking members trips and assisted with their rides home while performing excellent customer service
  • Effectively assisted members or customer complaints resulting in customer satisfaction
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

GED -

College Technical Systems of Georgia
Atlanta, GA
01.2011

Skills

  • Time management
  • Communication skills
  • Operating systems
  • Organizational skills
  • Clerical experience
  • Technical support
  • Customer Service
  • Customer Support
  • Building Rapport
  • Efficient
  • Works well under pressure
  • Attention to detail
  • Data entry

Timeline

Customer Service Representative

Verida Inc
11.2022 - 10.2023

Child Care

Self-Employed
01.2020 - 08.2022

Cashier

Popeyes
04.2017 - 11.2019

Customer Service Representative

Alorica, Inc
09.2015 - 06.2016

GED -

College Technical Systems of Georgia

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Shilicia Rowland