Shelica Dickerson Ingram
Greensboro
Summary
Experienced with handling high call volumes and providing effective customer solutions. Uses strong communication skills to resolve issues efficiently. Track record of maintaining customer satisfaction and working well within team environments.
Overview
19
19
years of professional experience
Work History
Contact Center Representative 2
Truliant Federal Credit Union
10.2023 - Current
- Resolved customer inquiries and complaints effectively, ensuring high satisfaction levels.
- Developed and maintained knowledge of products and services to provide accurate information.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Detailed payment options and explained price, receipt and billing details to customers.
Director
Lafree’s Academy of Higher Learning
11.2008 - 05.2023
- Responsible for overall daily operations, conducting tours, answering phones, and checking children in/out using the Bright wheel database.
- Processing tuition payments, collection of past due invoices
- Responsible for orientation of new hires, and onboarding process of new hires.
- Maintained a professional level of communication via phone, text, email, and/or Microsoft Access
- Prepare and maintain student enrollment packets and medical records. Maintains records related to employee training, grievances, staff performance reviews, and disciplinary actions.
- Calculate employee timecards and process payroll through ADP/ Paychex
Customer Service Representative
Info-NXX
01.2006 - 10.2008
- Maintain large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, and provide solutions and alternatives.
- Upkeep systems and databases.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Education
High School Diploma -
Northeast High School
06.1997
Skills
- Excellent Customer service skills
- Excellent interpersonal skills
- Answering calls, faxing, scanning, copying
- Notary Public
- Microsoft Office Suite
- Ability to function in fast-paced environment
- Problem-solving skills
- Payment processing
- Effective Communication skills
- Call handling
Accomplishments
Awarded Top Performer October 2024, November 2024 and May 2025.
Timeline
Contact Center Representative 2
Truliant Federal Credit Union
10.2023 - Current
Director
Lafree’s Academy of Higher Learning
11.2008 - 05.2023
Customer Service Representative
Info-NXX
01.2006 - 10.2008
High School Diploma -
Northeast High School
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