Shonda Wiebersch
Tacoma,WA
Summary
Multifaceted Job Title with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
11
11
years of professional experience
Work History
Lead Customer Care Representative
Group Health Cooperative
03.2009 - 05.2014
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Fostered strong relationships with key clients through proactive communication and personalized service.
- Created knowledge resources for quick reference by the team, expediting issue resolution while maintaining consistency in responses provided.
- Established clear performance metrics, enabling effective monitoring and evaluation of team members'' progress.
Customer Support Specialist
Key Bank
01.2003 - 03.2009
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Master Of Business Administration - Health Administration
Grantham University
Lenexa, KS10.2021
Skills
- Complaint Handling
- Call center experience
- Exceptional communication
- Inbound Customer Service
- Problem Resolution
- First Call resolution
- Appointment Scheduling
- Teamwork and Collaboration
- Computer Skills
- Microsoft Office
Timeline
Lead Customer Care Representative
Group Health Cooperative
03.2009 - 05.2014
Customer Support Specialist
Key Bank
01.2003 - 03.2009
Master Of Business Administration - Health Administration
Grantham University
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