Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

SHINEQUA TATUM

Clarkston,MI

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

LaSalle Network
Chicago, , IL
08.2021 - 01.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answer
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels and handled time productivity.
  • Delivered prompt service to prioritize customer needs.
  • Answered an average of daily calls, emails, and faxes, addressing customer inquiries, solving problems, and providing product information.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction by 90%.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standards.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Handled over 150 calls per shift, signing up new customers, retrieving customer data, presenting relevant product information, and canceling services.
  • Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas. Conducted outbound telephonic outreach to health plan members and scheduled in-home and telehealth visits
  • Actively promoted the benefits of in-home and telehealth assessment appointments to members.
  • Met quality and performance objectives for Key Performance Indicators (KPIs) and metrics as required to achieve client/company expectations
  • Worked with CRM Software such as Salesforce
  • Participated in and contributed to overall team cohesiveness and achievement of individual and team goals
  • Accurately and concisely documented each call while continuing to interact with a member.
  • Demonstrated excellent verbal and written communication skills
  • Effectively communicated and interacted with members with and positive attitude and provided exemplary customer service
  • Navigated data and information from multiple platforms and prioritized them appropriately
  • Adhered to assigned schedules consistently and communicated in advance of any changes to schedules
  • Accepted constructive feedback on professional development and daily performance
  • Maintained compliance with all company policies and procedures.

Crew Trainer

ULM RESTAURANTS
11.2019 - 11.2020
  • Instructed and motivated crew
  • Kept restaurant clean and organized
  • Prepared food and made sure that food safety rules are followed
  • Monitored employee performance
  • Trained other employees in customer service, food safety, and performance requirements
  • Taught new team members thecorrect procedures for all areas of operations

Meat Clerk

HOUCHENS FOOD GROUP
06.2016 - 02.2017
  • Responsible for receiving, wrapping, storing, weighing, pricing, merchandising, and rotation of meat department products
  • Ordered and stocked prepackaged deli and frozen food products under the meat department.
  • Completed inventory counts, reordered stock, and removed expired items from supply.
  • Maintained excellent levels of food safety by frequently checking product dates and temperatures
  • Opened, shelved, and merchandised new products in visually appealing and organized displays for optimal sales promotions

Direct Care Worker

IMPACT CENTERS
05.2007 - 10.2010
  • Provided assistance and support to patients who were not able to look after themselves
  • I administered treatments, made the beds, cooked meals, handled laundry, ran errands, bought groceries, and recorded any changes in health conditions and behaviors.
  • Administered medication as directed by the physician
  • Transported individuals to events and activities, medical appointments, and shopping trips
  • Kept clients engaged in social networks and communities for personal health and growth
  • Ran errands for patients, did shopping, and picked up other necessities

Education

High School Diploma -

Pontiac Northern
Pontiac, MI
05.1995

Skills

  • Issue and Complaint Resolution
  • Microsoft Office
  • Inbound and Outbound Calling
  • CRM

Timeline

Customer Service Representative

LaSalle Network
08.2021 - 01.2022

Crew Trainer

ULM RESTAURANTS
11.2019 - 11.2020

Meat Clerk

HOUCHENS FOOD GROUP
06.2016 - 02.2017

Direct Care Worker

IMPACT CENTERS
05.2007 - 10.2010

High School Diploma -

Pontiac Northern

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SHINEQUA TATUM