Shylah Kent
Cleveland,OH
Summary
Obtain a position as a team player in a people oriented organization where I can maximize my customer service experience. Secure a position that will enable me to use my strong communication skills and work well with people. Improve overall customer service experience.
Overview
5
5
years of post-secondary education
19
19
years of professional experience
Work History
Customer Service Representative
Pension Benefit Guarantee Corporation, PBGC
Cleveland, OH
09.2020 - Current
- Handled inbound and outbound calls, ensuring professional communication.
- Manage escalation tasks addressing issues in a timely manner.
- Utilize Microsoft, excel and other workplace systems to support daily operations such as image viewer, spectrum, PACS, calabrio, Case Management Services, copilot as part of assigned duties.
- Assist with training activities and share process and system knowledge.
- Facilitated international calling services for clients and online account creation.
Front Desk Receptionist
AMARA HOME CARE
Cleveland, OH
10.2018 - 03.2020
- Greeted clients, caregivers, and visitors at AMARA HOME CARE front desk
- Act as primary point of contact for the organization. Direct clients to the appropriate department. Monitor lobby logbook and verify identity. Maintain a neat and clean work area and waiting area. Update company calendars
- Welcomed clients and visitors at AMARA HOME CARE front desk
- Answer inbound calls, update database
- Scheduled client appointments and coordinated caregiver visit calendars
Sales Associate
Neutron
Mayfield, OH
03.2019 - 10.2019
- Greeted customers on Neutron sales floor and assessed purchasing needs.
- Assisted customers on Neutron sales floor to determine their purchasing preferences.
- Processed sales transactions through Neutron point-of-sale system.
- Make outbound calls to different businesses, explain products usage, average 250 calls per day send emails, safe products, maintain relationships with existing customers for future business, mandatory script reading.
Collections Representative
McCarthy
Cleveland, OH
10.2018 - 10.2019
- Handled incoming customer inquiries to provide assistance and information., make outbound calls, effective listening and problem solving, accept payments over the phone, transferring calls to correct department. Mandatory script reading.
- Contacted clients to resolve billing disputes and payment delays.
- Reviewed invoices, contract terms, and payment status for collection accuracy.
- Answer inbound calls, make outbound calls, effective listening and problem solving, accept payments over the phone, transferring calls to correct department. Mandatory script reading.
Customer Service Representative
Progressive
Cuyahoga Heights, OH
02.2018 - 07.2018
- Answered inbound calls regarding customers' auto policies, processed payments via credit card and banking account, assisted with online account setups, made changes to auto policies, ensured compliance with state guidelines, and managed email and fax communications.
- Resolved customer inquiries through phone, email, and written correspondence, ensuring accurate and timely responses.
- Resolved customer inquiries by phone, email, and written correspondence
Customer Service Representative
Neutron industries
Cleveland, OH
10.2017 - 02.2018
- Answered inbound calls, provided product information, troubleshot issues, processed payments, and guided customers to service centers for repairs, managing an average of 110 calls daily.
- Explained benefit options and claim steps, ensuring customers understood retirement plan requirements.
- Explained benefit options, claim steps, and retirement plan requirements
Customer Service Representative
TII Floor Care
Cleveland, OH
01.2016 - 10.2016
- Answer inbound calls, inform customers about product information, troubleshooting products over the phone, collect payments, receive faxes, answer questions, report problems, excellent verbal communication skills, active listening, people skills, multi-tasking, instruct customers to service centers for repairs, accept payments over the phone via credit card or banking account.
- Resolved customer inquiries using federal case records and benefit account systems.
- Resolved customer inquiries using federal case records and benefit account systems.
Cashier
Citi Trends
Euclid, OH
03.2008 - 10.2008
- Assisted customers with inquiries, managed inventory to maintain stock levels and product availability, Handled cash, check, and credit card transactions., maintained accurate transaction records for financial accountability, counted cash drawers at shift start to verify cash levels and ensure sufficient change. Responded to customer inquiries about store products and services. Returned unwanted items to proper locations to shelves.
- Handled cash, card, and gift card payments with accuracy.
- Greeted shoppers and answered questions about store merchandise.
- Assisted customers with inquiries, managed inventory to maintain stock levels and product availability, Handled cash, check, and credit card transactions., maintained accurate transaction records for financial accountability, counted cash drawers at shift start to verify cash levels and ensure sufficient change. Answered customer's questions. Returned unwanted items to proper locations to shelves.
Education
Program completion - Medical billing and coding
Kaplan Career Institute
Cleveland, OH 01.2012 - 10.2012
High School Diploma - English
Glenville High School
Cleveland, OH 08.2004 - 06.2008
Skills
- Customer account management
- Product knowledge
- Attention to detail
- Multitasking
- Organized
- Effective communication
- Communication
- Active listening
- Conflict resolution
- Empathy
- Works well with others
Personal Information
- Title: Customer service representative
- Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Pension Benefit Guarantee Corporation, PBGC
09.2020 - Current
Sales Associate
Neutron
03.2019 - 10.2019
Front Desk Receptionist
AMARA HOME CARE
10.2018 - 03.2020
Collections Representative
McCarthy
10.2018 - 10.2019
Customer Service Representative
Progressive
02.2018 - 07.2018
Customer Service Representative
Neutron industries
10.2017 - 02.2018
Customer Service Representative
TII Floor Care
01.2016 - 10.2016
Program completion - Medical billing and coding
Kaplan Career Institute
01.2012 - 10.2012
Cashier
Citi Trends
03.2008 - 10.2008
High School Diploma - English
Glenville High School
08.2004 - 06.2008