Hi, I’m
Shilyncia Mcrae
Fayetteville,NC
Summary
Compassionate and friendly entry level CSR with a combined 5 years of face to face customer service and remote call center with comfortably using multiple softwares and systems. Able to consistently perform at or above expectations. Great interpersonal skills and well-trained in conflict management. Teachable and adaptable team player.
Overview
6
years of professional experience
Work History
Circle K
Cashier
03.2024 - Current
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
REMX Staffing Agency
Member Service Advisor
08.2023 - 02.2024
Job overview
- Told members their card balances / what they could use cards for and where they could use cards and any other other questions members had
- Helped members with signing in and signing up for member portal
- Answered calls through Genesys, used Teams and THENOW for assistance on calls
- Did cold and warm transfers to medicaid and medicare providers & received calls from them, worked with interpreters
- Documented conversations with customers to track request, problems and solutions.
- Consistently met or exceeded performance targets for key metrics, demonstrating a strong commitment to achieving organizational goals.
- Responded to customer calls and emails to answer questions about products and services.
DoorDash
Delivery Driver
01.2020 - 02.2024
Job overview
- Delivered food to customers from restaurants
- Used a mobile app to accept orders.
Ttec
Customer Service Representative
09.2022 - 02.2023
Job overview
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Helped members register for disaster assistance using a template that I filled out with the caller information
- Asked probing questions to determine what services were needed
- Showed empathy to members that were involved or had family members involved
- Gave callers different resources to call and go to for help.
Randstad
Customer Service Representative
02.2022 - 08.2022
Job overview
- Troubleshooted accounts with members by screensharin
- Able to transfer members to licensed insurance agents from their job insurance
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sandwich Artist
01.2018 - 10.2019
Job overview
- Made customers' orders exactly how they asked
- Rang customers out at the register
- Prepped the food for the day
- Took online and over the phone orders.
Education
Pine forest high school
high school diploma
Skills
- Fast learner
- Microsoft office software
- Great customer service
- Communication
- Healthcare benefits
- Employer benefits
- Problem solving
- Troubleshooting
- Making connections
- Can express empathy
- Customer service
- Computer literacy
Restaurant experience
- Time management skills
- Written and verbal communication
- Professionalism and Courtesy
- Product Knowledge
- Active Listening
- Adaptable and Flexible
- Medical claims
Timeline
Cashier
Circle K
03.2024 - Current
Member Service Advisor
REMX Staffing Agency
08.2023 - 02.2024
Customer Service Representative
Ttec
09.2022 - 02.2023
Customer Service Representative
Randstad
02.2022 - 08.2022
Delivery Driver
DoorDash
01.2020 - 02.2024
Sandwich Artist
01.2018 - 10.2019
Pine forest high school
high school diploma
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