ShaQuante Felder
Henderson
Summary
Dynamic Customer Service Representative with proven expertise at BCBSNC, excelling in problem resolution and enhancing customer satisfaction. Skilled in CRM software and adept at managing high-stress situations, I foster positive relationships and drive team performance through effective training and collaboration. Committed to delivering exceptional service and improving operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Bcbsnc
Durham, NC
01.2024 - Current
- Resolved customer inquiries effectively, ensuring timely and accurate information delivery.
- Collaborated with cross-functional teams to enhance customer service processes and improve satisfaction rates.
- Managed complaint resolution, fostering positive relationships and maintaining high service quality standards.
- Utilized CRM software to track customer interactions and streamline communication workflows.
- Conducted follow-ups on service issues, reinforcing commitment to exceptional customer care.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
ResultsCX
Fort Lauderdale, FL
01.2023 - 12.2023
- Trained new team members on best practices, enhancing overall team performance and efficiency.
- Analyzed feedback data to identify trends, contributing to continuous improvement initiatives in service delivery.
- Developed comprehensive knowledge of product offerings, enabling effective problem-solving for diverse customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Chat Support Specialist
ContinuumGlobal
Henderson, NC
08.2019 - 04.2022
- Led customer interactions, ensuring timely resolution of inquiries and enhancing overall satisfaction.
- Mentored junior staff, fostering skill development and promoting best practices in chat support.
- Analyzed customer feedback, identifying trends to inform process improvements and service enhancements.
- Implemented efficiency strategies, reducing response times while maintaining high quality of support.
- Achieved consistently high customer ratings through excellent problem-solving abilities and attentive listening skills.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
- Streamlined chat support processes for increased efficiency and reduced response time.
- Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
- Responded proactively and positively to rapid change.
- Successfully maintained a positive, professional demeanor even during challenging customer interactions, serving as a role model for other chat support specialists and contributing to a positive team culture that prioritized excellent service delivery above all else.
Trainer
Foodlion Distribution Center, DC9
Butner, NC
02.2017 - 07.2019
- Developed and delivered training programs on safety protocols and operational procedures.
- Mentored new staff in warehouse processes to enhance productivity and efficiency.
- Conducted assessments to identify training needs and improve employee performance.
- Implemented process improvements that streamlined onboarding procedures for new hires.
- Showed trainees how to pick orders for different stores.
- Made sure that every order packed was sent down the assembly line.
- Reported trainees progress during training.
- Trained multiples trainees at once
Education
High School Diploma -
Warren County High School
Warrenton, NC05-2011
Skills
- Computer proficiency
- Call center experience
- Problem resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Order processing
- Documentation
- Microsoft Office Suite
- Prioritization
- Live chat support
- Proofreading
Timeline
Customer Service Representative
Bcbsnc
01.2024 - Current
Customer Service Representative
ResultsCX
01.2023 - 12.2023
Chat Support Specialist
ContinuumGlobal
08.2019 - 04.2022
Trainer
Foodlion Distribution Center, DC9
02.2017 - 07.2019
High School Diploma -
Warren County High School