Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shontereice Terrell

Atlanta,Georgia

Summary

Dedicated Customer Service Representative with a proven track record in delivering exceptional support and resolving inquiries efficiently. Expertise in effective communication and problem-solving contributes to improved customer satisfaction and loyalty. Recognized for enhancing team performance through the sharing of knowledge and best practices within customer service operations.

Overview

9
9
years of professional experience

Work History

Customer Service Representative- Independent Contractor

OutSource Marketing
Atlanta, GA
10.2024 - Current
  • Placed outbound calls to registered voters using auto-dialer
  • Completed telephone surveys with voters
  • Recorded voter survey responses using client specific survey panels

Customer Service Representative/ Mentor

Senture LLC
London, Remote
07.2023 - 10.2024
  • Managed incoming customer requests via phone
  • Used appropriate security measures to verify callers prior to providing account information
  • Used an internal CRM system to accurately document customer interactions
  • Provided troubleshooting steps to assist callers with account access and service functionality
  • Exceeded weekly performance metrics
  • Reviewed case information and provided status for pending treasury claims
  • Analyzed call quality and feedback for new agents
  • Resolved customer inquiries in a timely manner.
  • Updated databases with new and modified customer data.
  • Trained employees on proper etiquette when handling customer calls.

Case Manager

Premier Disability Services
Minneapolis, Remote
11.2021 - 01.2023
  • Engaged with customers via phone, chat and email
  • Reviewed disability claims
  • Assisted clients preparing for Social Security Disability pre-hearing process
  • Documented interactions with clients using appropriate procedure
  • Exceeded monthly performance goals
  • Faxed client contact and medical updates to Disability Determination Services
  • Scheduled clients for intake appointments
  • Prepared appropriate forms to be mailed or emailed to clients

Sales Specialist

Infocision
Akron, Remote
04.2021 - 11.2021
  • Initiated contact with established customers to offer diverse products and services
  • Upgraded client services in internal CRM
  • Overcame customer objections for service upgrades
  • Consistently surpassed monthly quotas
  • Participated in team meetings to review progress against objectives set by management
  • Maintained accurate records of customer interactions and transactions
  • Resolved customer issues by providing detailed explanations of product features

Customer Service Representative- Call Center

Sykes Enterprise
Tampa, Remote
09.2020 - 04.2021
  • Managed inquiries from existing clients and new leads via telephone
  • Analyzed customer profiles using company software
  • Assessed client needs to provide tailored tax product suggestions
  • Documented each customer interaction using company database
  • Maintained a high level of professionalism when dealing with difficult customers
  • Resolved customer complaints promptly and efficiently
  • Processed refunds to address customer grievances.

Lead Teacher

Sunbrook Academy
Douglasville, GA
11.2015 - 09.2020
  • Discussed student's development with parents.
  • Provided continuous parent communication through Kid Reports App.
  • Created nurturing environments to support early childhood development.
  • Organized activities to promote physical, mental and social development of each child.
  • Remained calm and patient in student interactions to support individual growth and development.
  • Supervised students throughout day, both in classroom and outside during breaks.

Education

Bachelor of Science - Business Administration And Management

Western Governors University
Salt Lake City, UT
06-2025

Skills

  • Call center operations
  • Call triaging
  • Live chat support
  • CRM software proficiency
  • Account management
  • Documentation
  • Data entry
  • Typing 47 wpm
  • Proficiency in Microsoft Office Suite
  • Clerical support
  • Excellent verbal and written communication skills
  • Adaptability and flexibility
  • Strong Leadership Skills
  • Basic knowledge of HIPAA, data privacy and confidentiality practices
  • Excellent problem-solving skills
  • Phone etiquette
  • Planning
  • Interpersonal skills
  • Account Management
  • Order Entry
  • Appointment Setting
  • Technical Support
  • Basic Troubleshooting Skills
  • Case Management
  • Strong Customer Service
  • Expert in using multiple monitors
  • Well accustomed to a client-facing role
  • Attention to detail
  • Proficient in navigating multiple systems
  • Basic math skills
  • Call analyzing
  • Account updating
  • Complaint resolution
  • Scheduling
  • Research
  • Product promotion
  • Refund management
  • Critical thinking
  • Multitasking and organization
  • Strong teamwork
  • Banking operations support
  • Product and service solutions
  • Credit card payment processing
  • Positive and professional

References

References available upon request.

Timeline

Customer Service Representative- Independent Contractor

OutSource Marketing
10.2024 - Current

Customer Service Representative/ Mentor

Senture LLC
07.2023 - 10.2024

Case Manager

Premier Disability Services
11.2021 - 01.2023

Sales Specialist

Infocision
04.2021 - 11.2021

Customer Service Representative- Call Center

Sykes Enterprise
09.2020 - 04.2021

Lead Teacher

Sunbrook Academy
11.2015 - 09.2020

Bachelor of Science - Business Administration And Management

Western Governors University

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Shontereice Terrell