Trini Baseemah Shakir
Summary
Service-oriented Customer Support Representative with 10+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
Progressive Insurance Companies
03.2023 - Current
- Connected with customers to address questions and resolve issues through phone and email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Claims Examiner
AmeriHealth Caritas
04.2021 - 03.2023
- Examined photographs and statements.
- Handled complaints and grievances using negotiating and problem-solving skills.
- Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.
- Interviewed claimants and witnesses to gather factual information.
- Finalized Amerihealth Caritas files for insurance claim payment release.
- Investigated and processed insurance claims for policyholders.
Sales Associate
Charter Spectrum
10.2020 - 04.2021
- Monitored wireless sales space to establish familiarity with various carriers.
- Maintained sound knowledge of company product suites.
- Performed in-store product demonstrations at assigned events.
- Managed efficient cash register operations.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Prioritized helping customers over completing other routine tasks in store.
Customer Service Representative Team Lead
Beacon Health Options
05.2018 - 10.2020
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Customer Service Representative Team Lead
Elizabeth Town Gas
01.2016 - 05.2018
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Education
High School Diploma -
Independence High School
Newark06.1991
Skills
- Report Generation
- Data Management
- Customer Success Management
- Software Troubleshooting
- MS Office
- Google Workspace
- Good Telephone Etiquette
- Dependable and Responsible
- Customer Account Management
- Customer Satisfaction
- Account Management
- Zendesk
- Salesforce
- CRM
Timeline
Customer Support Representative
Progressive Insurance Companies
03.2023 - Current
Claims Examiner
AmeriHealth Caritas
04.2021 - 03.2023
Sales Associate
Charter Spectrum
10.2020 - 04.2021
Customer Service Representative Team Lead
Beacon Health Options
05.2018 - 10.2020
Customer Service Representative Team Lead
Elizabeth Town Gas
01.2016 - 05.2018
High School Diploma -
Independence High School
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