Shontoya James
Pineville,NC
Summary
To obtain a position within an established organization, in which I am able to utilize my professional skills, and optimistic attitude, to assist with achieving my career goals. I am a hard working individual who sets high expectations for me and my work ethics. Successful Customer Service Representative with 6 plus years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Expert
Solar Technical, SunPower
04.2023 - Current
- Perform and execute remote troubleshooting tasks to resolve system issues and be empowered to decide when to dispatch field technicians to complete complex onsite repairs
- Handles calls, chats, and emails as required, assisting customers, dealers, and businesses to identify innovative solutions
- Research and resolve customer issues (inbound & outbound calls/email/chat/text)
- Provide support to SunPower dealers and homeowners relative to their system during and after installation
- Work cross-functionally with internal teams in order to solve complex issues
- Perform other functions as assigned by the supervisor.
Customer Service Coordinator
ADESA OPENLANE
02.2022 - 02.2023
- Answers inbound calls
- Opens cases when necessary and manage through Sales force CRM tool;problem solves with other departments and updates information in the system
- Follow up on outbound calls regarding previously open cases
- Assists customers with website related issues such as password resets, account permission, trouble shooting, grounding vehicles, titles, payments and other issues depending on area of assignment
- Build long-term relationships with dealers and auction partners.
Rapid Response Representative
Esurance
02.2019 - 10.2020
- Understands basic concepts of coverage, policy interpretation, liability determination to analyze and move claims towards resolution using best practices
- Contacts insured, claimants including guest passengers to rule out any physical damage, first party medical, or injury claims
- Use expert systems to evaluate facts of loss and impact on liability
- Complete Branch licensing requirements.
Paralegal
Lexington Law Firm
08.2015 - 02.2017
- Responsible for taking inbound and outbound phone calls
- Assisting with clients credit questions and case planning
- Sends out dispute letters on behalf of the clients
- Handling complex credit questions
- Complies and utilizes technical information, to make recommendations to an attorney
- Helping the clients see the value in our service to help repair their credit.
Customer Service Representative
Xerox, Amerihealth NJ
01.2013 - 03.2016
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making
- Maintained strict confidentiality while handling sensitive personal data complying with HIPAA regulations
- Managed high call volume while maintaining exceptional customer service standards, leading to positive feedback from clients
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities
- Developed relationships with providers and networks to achieve favorable client coverage
- Educated clients on insurance policies and procedures
- Collected premiums on or before effective date of coverage.
Cashier/ Retail Sales Associate
Walgreens
03.2012 - 06.2015
- Obtained knowledge of store merchandise to better assist customers
- Process cash, credit, customer service stocking and storing merchandise returns and gift card transactions
- Sold suggestive sale items to meet weekly sale goals.
Education
High school or equivalent -
Estrella Mountain Community College
02.2010
Skills
- Patience
- Attentiveness
- Time management skills
- Clear communication
- Positive attitude
- Tenacity
- Willingness to learn (6 years)
- Customer Service
- Call Center
- Customer Support
- Microsoft Excel
- Microsoft Office
- 10 key typing
- Cash handling
- CRM Software
- Software Troubleshooting
- Help Desk
- Communication skills
Certification
- Property and Casualty License, 02/01/19, 02/28/21
- Driver's License
Assessments
Data entry: Attention to detail, Proficient, 07/01/24
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Care Expert
Solar Technical, SunPower
04.2023 - Current
Customer Service Coordinator
ADESA OPENLANE
02.2022 - 02.2023
Rapid Response Representative
Esurance
02.2019 - 10.2020
Paralegal
Lexington Law Firm
08.2015 - 02.2017
Customer Service Representative
Xerox, Amerihealth NJ
01.2013 - 03.2016
Cashier/ Retail Sales Associate
Walgreens
03.2012 - 06.2015
High school or equivalent -
Estrella Mountain Community College