Shondrea Dukes
Hinesville,GA
Summary
Dedicated Customer Care and Call Center professional with extensive experience delivering exceptional remote customer support in healthcare, financial services, and enterprise environments. Skilled at serving as the first point of contact, managing high-volume inbound calls, resolving customer concerns, documenting interactions accurately, and coordinating with internal teams to ensure timely resolution. Recognized for clear communication, active listening, empathy, and maintaining a positive customer experience while balancing multiple priorities in fast-paced remote settings. Committed to quality, professionalism, continuous improvement, and building strong customer relationships through dependable service.
Overview
8
8
years of professional experience
Work History
CUSTOMER CARE SPECIALIST
UnitedHealth Group
Remote
09.2025 - Current
- Served as the first point of contact for members, managing high-volume inbound phone and email inquiries while delivering compassionate, accurate, and professional customer service.
- Resolved claims, billing, coverage, and account questions by researching multiple systems, documenting interactions thoroughly, and escalating complex issues when appropriate.
- Guided members through online resources and account processes, ensuring clear communication, positive customer experiences, and timely issue resolution.
CUSTOMER SERVICE & SAFETY COORDINATOR
Amazon Warehouse Services
, FL & GA
06.2018 - 11.2025
- Delivered exceptional customer-focused support in a high-volume operational environment by communicating clearly, coordinating activities, and resolving issues efficiently.
- Documented incidents, operational updates, and safety observations with a high level of accuracy while following company procedures and quality standards.
- Partnered with leadership and team members to prioritize tasks, improve workflows, and maintain a positive, service-oriented work environment.
- Shared health and safety tips with staff effectively lowering ENR score by 30 points.
CUSTOMER SUPPORT & OPERATIONS SPECIALIST
Brunswick-Glynn Joint Water & Sewer
Brunswick, GA
05.2023 - 08.2025
- Responded to customer and employee support requests by phone and email, troubleshooting issues and coordinating with internal departments to ensure timely resolution.
- Maintained accurate records of customer interactions, incidents, and service requests while supporting operational workflows and documentation standards.
- Collaborated with cross-functional teams to improve support processes, communicate updates, and enhance service quality in a fast-paced environment.
DIGITAL OPERATIONS & ACCOUNT SUPPORT SPECIALIST
MassMutual
Remote
06.2022 - 06.2023
- Managed inbound customer inquiries regarding online accounts and financial services, providing prompt, accurate, and empathetic support in a fully remote contact center environment.
- Documented customer interactions, tracked service requests, and collaborated with internal teams to ensure timely follow-up and resolution.
- Maintained confidentiality of sensitive customer information while consistently meeting quality, compliance, and customer service expectations.
Education
Bachelor of Science - Information Technology
Purdue Global
Online03.2016
Skills
- Quality assurance
- Customer service excellence
- Inbound customer service
- Customer relations
- Problem resolution
- Call center experience
- Complaint handling
- Customer service
- Appointment scheduling
- Product knowledge
- Data entry
- First call resolution
- CRM software
- Time management
- Multitasking and organization
Timeline
CUSTOMER CARE SPECIALIST
UnitedHealth Group
09.2025 - Current
CUSTOMER SUPPORT & OPERATIONS SPECIALIST
Brunswick-Glynn Joint Water & Sewer
05.2023 - 08.2025
DIGITAL OPERATIONS & ACCOUNT SUPPORT SPECIALIST
MassMutual
06.2022 - 06.2023
CUSTOMER SERVICE & SAFETY COORDINATOR
Amazon Warehouse Services
06.2018 - 11.2025
Bachelor of Science - Information Technology
Purdue Global