Shyanne Lewis
The Bronx,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call centre industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Advantage Communications
Kingston, JA, Kingston
03.2017 - 11.2018
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Entered customer interaction details in company's software to track requests, document problems and record solutions offered.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Boosted sales revenue by skillfully promoting diverse internet package options.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in 95% decrease in cancellations.
Customer Service Representative
Conduent
Kingston, JA, Kingston
08.2015 - 10.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with up to 50 calls in queue per minute.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
- Provided primary customer support to internal and external customers in fast-paced environment.
Education
High School Diploma -
St. Hugh's High School
Jamaica06.2014
Associate of Science - Social Work
Portmore Community College
Jamaica11.2018
Associate of Science - Business Administration
Monroe College
New Rochelle, NY06.2022
Skills
- Credit card processing
- Report preparation
- Sales expertise
- International sales support
- Inbound and Outbound Calling
- Complaint resolution
- Training development aptitude
- Professional telephone demeanor
- Good listening skills
- Multi-line phone talent
- Creative problem solving
Hobbies
- Yoga
- Baking
- Travel
- Volunteering to tutor young kids
Timeline
Customer Service Representative
Advantage Communications
03.2017 - 11.2018
Customer Service Representative
Conduent
08.2015 - 10.2016
High School Diploma -
St. Hugh's High School
Associate of Science - Social Work
Portmore Community College
Associate of Science - Business Administration
Monroe College