Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Shondra Ockletree

Shondra Ockletree

Coats,North Carolina

Summary

Ability to build strong rapports with personnel, customers, and associates based on knowledge, professionalism, and integrity. Areas of expertise include improving processes, collaborating with team members, understanding product features to better serve customers, and researching to resolve client issues and prevent loss of key accounts.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Concentrix
06.2022 - 02.2023
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Managed over 50 customer calls per day
  • Investigated and resolved customer inquiries and complaints quickly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support

Customer Service Representative

Qurate Retail Group
07.2021 - 10.2021
  • Answered inbound customer queries according to internal policies, meeting concerns and resolving questions
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers
  • Helped customers navigate website to order products online for added convenience and access to larger inventory
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases
  • Processed orders, monitored back-orders, and followed shipping procedures to expedite online ordering process.

Technical Support Representative

Kelly Services
07.2016 - 01.2018
  • Answered phone calls and chats from customers having problems with a product
  • Completed call logs to maintain accurate records
  • Explained how to repair technical issues in a way that the customer can understand with step-by-step instructions
  • Helped customers set up computer software or run applications
  • Find solutions for customers and recommend new products if needed

Customer Service Representative

Xerox - Apple
05.2011 - 03.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Recommended products to customers, thoroughly explaining details.
  • Used company troubleshooting tree to evaluate technical problems and find appropriate solutions.
  • Assisted customers with setting appointments and arranging merchandise pick-up.
  • Educated customers about billing and payment processing

Office Manager

Williams Income Tax Services
01.2011 - 04.2015
  • Hired to complete office administrative tasks including answering/transferring phone calls, faxing, scanning, and copying documents
  • Managed the receptionist area, including greeting and guiding visitors to the appropriate staff member and responding to telephone and in-person requests for information
  • Retrieved information when requested to type documents, reports, and correspondence
  • Monitored and maintained document supplies, dispersed incoming mail, and prepared outgoing mail, and prepared outgoing mail for distribution


Benefits Administrative Assistant

Xerox-Exelis
08.2014 - 12.2014
  • Educated customers on each type of insurance coverage and make recommendations based on their needs
  • Processed benefit enrollments and update/maintain benefits in the ADP system
  • Networked with potential customers
  • Promoted the insurance agency to customers who need insurance
  • Maintained all insurance documents in a confidential way

Technical Support Representative

Xerox - Sprint
05.2011 - 12.2013
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Used ticketing systems to manage and process support actions and requests
  • Submitted service tickets for equipment maintenance requests
  • Upsold customers by recommending accessories and promotions to increase revenue
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Conducted in-depth product and issue resolution research to address customer concerns.

Education

High School Diploma -

Harnett Central High School
Angier, NC
06.2009

Skills

  • Building Rapports
  • Appeasing Difficult Customers
  • Customer Satisfaction
  • Issue Resolution
  • Relationship Development
  • Productivity Improvement
  • Strategizing Customer Needs
  • Administrative Tasks
  • Scheduling & Planning
  • Microsoft Suite (Word, Excel, PowerPoint)
  • Data Entry: 70WPM

Accomplishments

  • Resolved customer complaints and concerns with strong verbal and negotiation skills; earned 'Top 10 CSAT Award' for an entire year and 'Top CSAT' on the team
  • Earned recognition as 'Employee of the Month' due to 100% issue resolution for an entire month
  • Promoted to Office Manager in the absence of former manager; received a monetary raise after only 6 months of start date
  • Recognized for excellent telephone presence and effective interpersonal skills
  • Developed effective relationships with all call center departments through clear communication and a keen willingness to assist co-workers when required
  • Leveled up to Mac Support and Mentor for new hires

Timeline

Customer Service Representative

Concentrix
06.2022 - 02.2023

Customer Service Representative

Qurate Retail Group
07.2021 - 10.2021

Technical Support Representative

Kelly Services
07.2016 - 01.2018

Benefits Administrative Assistant

Xerox-Exelis
08.2014 - 12.2014

Customer Service Representative

Xerox - Apple
05.2011 - 03.2016

Technical Support Representative

Xerox - Sprint
05.2011 - 12.2013

Office Manager

Williams Income Tax Services
01.2011 - 04.2015

High School Diploma -

Harnett Central High School

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Shondra Ockletree