Sunshine Skok
Belchertown,MA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Remote Call Center Representative
EZPASS/Transcore
05.2022 - 12.2023
- Maintained up-to-date knowledge of customer accounts
- Answered between 80-100 calls per shift
- Explained products and benefits, did research and general clerical
- Made & Confirmed payments, refunds/ Resolved payment and order disputes
- Assisted with website questions
- Credit and collections - Worked closely with collection agencies
- Used database system to record notes and call information
- Followed established procedures during calls with customers
- Researched customer accounts for accuracy and completeness of data
- Guided customers in troubleshooting technical issues and addressing customer service inquiries
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Assisted customers in navigating through various web pages on the company's website during their purchase process
- Managed a high volume of incoming calls, emails, and chats from remote customers, consistently meeting or exceeding performance metrics
- Maintained detailed records of customer interactions and transactions using CRM software, ensuring accurate documentation for future reference
Remote Call Center Representative
The Panther Group
01.2022 - 05.2022
- Remote customer service support for Massachusetts EZ-Pass/PBP
- Started off as a temporary employee through The Panther Group and was hired on by the company, Transcore (EZPass)
Clerical Assistant
Veterinary Emergency & Specialty Hospital
07.2021 - 05.2022
- Responded to inquiries from callers seeking information and scheduling appointments.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Ensured accuracy in data entry tasks, resulting in improved record-keeping and reduced errors.
PCA Personal Care Assistant
Private Home & Personal Care
05.2018 - 07.2021
- Provided compassionate and personalized care to elderly clients in their homes, ensuring their safety, comfort, and well-being
- Assisted with daily activities such as bathing, dressing, grooming, and medication management
- Created customized care plans based on individual needs and preferences of clients
- Maintained a clean and organized living environment for clients by performing light housekeeping duties
- Prepared nutritious meals according to dietary restrictions and preferences of clients
- Accompanied clients to medical appointments, providing support and assistance as needed
- Monitored vital signs and reported changes in patient condition to medical professionals promptly.
Customer Retention Specialist
Balise Motor Sales
07.2017 - 05.2018
- Provided exceptional customer service by promptly responding to inquiries and resolving issues
- Answering inbound calls, making appointments, and assisting customers with service needs
- Built strong relationships with customers through active listening and empathy
- Utilized CRM software to document customer interactions and maintain accurate records for future reference
Education
GED -
OWL Adult Learning Program
Springfield, Mass1993
General Business Certificate & Welding Certificate -
Northlands Job Corps Center
Vergennes, VT1995
EEC Certification - Early Childhood Care And Education
Springfield Technical Community College
Springfield, MA01-2002
Skills
- Customer service excellence
- Payment processing
- Teamwork and collaboration
- Call documentation skills
- CRM navigation
- Proficient in Microsoft Programs, CDK, Salesforce, Integrity, Cisco
- Problem-solving skills
- Documentation and reporting
- Product upselling
- Call center operations
Timeline
Remote Call Center Representative
EZPASS/Transcore
05.2022 - 12.2023
Remote Call Center Representative
The Panther Group
01.2022 - 05.2022
Clerical Assistant
Veterinary Emergency & Specialty Hospital
07.2021 - 05.2022
PCA Personal Care Assistant
Private Home & Personal Care
05.2018 - 07.2021
Customer Retention Specialist
Balise Motor Sales
07.2017 - 05.2018
GED -
OWL Adult Learning Program
General Business Certificate & Welding Certificate -
Northlands Job Corps Center
EEC Certification - Early Childhood Care And Education
Springfield Technical Community College
Similar Profiles
Raven BrownRaven Brown
Customer Service Representative at Transcore EZPassCustomer Service Representative at Transcore EZPass
Shantia GloverShantia Glover
Customer Service Representative at EzpassCustomer Service Representative at Ezpass
Fernando RivasFernando Rivas
GroceryStore Worker at Ezpass DeliGroceryStore Worker at Ezpass Deli