Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shyonna Floyd

Indianapolis,IN

Summary

Personable and dedicated Customer Service Specialist with extensive experience in the finance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

4
4
years of professional experience

Work History

Customer Experience Specialist

Perfect Fit
11.2018 - 10.2022
  • Cross trained in multiple departments to know all company needs and train new employees
  • Analyzed and updated all necessary changes to Salesforce software
  • Processed customer service requests via phone support and email support
  • Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
  • Noted customer correspondence in CRM to track requests, problems and solutions
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
  • Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
  • Audited internal data and processes to identify and manage initiatives, improving business performance
  • Recommended metrics and models based on observed trends
  • Worked with internal teams to understand business needs and changing strategies.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.

Customer Service Representative

Sabango
01.2019 - 10.2020
  • Documented customer correspondence in CRM to track requests, problems and solutions
  • Assisted customers with making payments or establishing payment plans to bring accounts current
  • Upheld quality control policies and procedures to increase customer satisfaction
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Relayed customer feedback to cross-functional teams to improve products and services
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

Bachelor of Applied Science in Information Technology - Community Health

Indiana University Bloomington
Bloomington, IN
05.2022

Skills

  • Efficient and Detail-Oriented
  • Email Support
  • Understanding Customer Needs
  • Creative Problem Solving
  • Call Documentation
  • Order and Refund Processing
  • Salesforce
  • Data Entry
  • CRM Software
  • LiveChat
  • Microsoft Office
  • Billing Adjustments and Refunds Review
  • Analytics

Client Advocacy

Trend Monitoring

Data Management

Multi-line phone talent

Call Center Operations

Teamwork and Collaboration

Timeline

Customer Service Representative

Sabango
01.2019 - 10.2020

Customer Experience Specialist

Perfect Fit
11.2018 - 10.2022

Bachelor of Applied Science in Information Technology - Community Health

Indiana University Bloomington

Similar Profiles

CREATE PROFILE
Shyonna Floyd