Shonetta English
Columbia,South Carolina
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty and improving retention rates at Kelly Connect and SC DEW. Skilled in active listening and Microsoft Excel, adept at resolving conflicts and managing high-stress situations. Achieved notable first-call resolution rates, leveraging problem-solving abilities and critical thinking to exceed service standards.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
SC Department of Employment and Workforce
11.2018 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Inbound Call Center Representative
Kelly Connect
02.2011 - 11.2018
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
- Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
Education
Associate of Arts - Business Administration And Management
American InterContinental University
Schaumburg, IL05.2018
High School Diploma -
Eau Claire High School
Columbia, SC06.1999
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Call center experience
Microsoft Excel
Microsoft Outlook
Timeline
Customer Service Representative
SC Department of Employment and Workforce
11.2018 - 09.2024
Inbound Call Center Representative
Kelly Connect
02.2011 - 11.2018
Associate of Arts - Business Administration And Management
American InterContinental University
High School Diploma -
Eau Claire High School
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