Shuntelria Lucky
Houston
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Health Insurance Agent
TTEC
2025.07 - Current
- Utilized CRM software to track client interactions and manage policy renewals effectively, improving operational efficiency.
- Educated clients on health insurance options, ensuring they made informed decisions that align with their financial and healthcare goals.
- Achieved and exceeded monthly sales targets through proactive outreach and follow-up strategies.
- Assisted clients with enrollment processes during open enrollment periods, ensuring a smooth and efficient experience.
Call Center Representative
Randstad
2023.08 - 2023.12
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Processed debit and credit card and electronic check payments.
- Remote
Barista
Starbucks
2022.07 - 2023.07
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Educated customers on coffee offerings, promoting up-selling opportunities and enhancing their overall experience.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Security Officer
Allied Universal Security Services
2017.03 - 2019.05
- Monitored premises to deter and detect unauthorized activities.
- Conducted regular patrols to ensure safety and security compliance.
- Documented daily activities and irregularities for reporting accuracy.
- Utilized surveillance systems to monitor environments and investigate incidents.
- Collaborated with law enforcement during emergencies for effective resolution.
Education
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WT Hall Center for Education
Houston, USA01.2013
Skills
- Data Entry
- Training experience
- Inbound phone calls
- Customer Service
- Cash Handling
- Communication
Certification
- TABC and Food Handlers Certified
- Life and Health Insurance.
Timeline
Health Insurance Agent
TTEC
2025.07 - Current
Call Center Representative
Randstad
2023.08 - 2023.12
Barista
Starbucks
2022.07 - 2023.07
Security Officer
Allied Universal Security Services
2017.03 - 2019.05
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WT Hall Center for Education