Shiaire C Howell

Supplied expert-level remote customer support to a wide-ranging client base, expertly managing inquiries and resolving complex issues through dedicated first-point-of-contact resolutions, resulting in a 97% satisfaction score. Proficiently navigated CRM systems such as HubSpot, Zoho, and Salesforce to manage detailed customer profiles, track case progress, and ensure thorough follow-up, thereby increasing efficiency in handling support requests. Investigated and assessed customer concerns
with precision, applying product knowledge and troubleshooting specialization to deliver tailored solutions that contributed to a 15% improvement in customer retention rates. Demonstrated capability in conflict resolution and escalation management, applying empathy and patience to de-escalate sensitive cases while upholding service integrity. Applied communication tools like Intercom, Google Workspace, and Teams to support seamless interactions with customers, fostering prompt responses and streamlined support across digital channels.

Oversaw a portfolio of key accounts, establishing trust and rapport through consistent check-ins and proactive outreach, using Intercom and Freshdesk to track progress and ensure alignment with customer goals. Documented best practices and created resource guides for common inquiries and solutions, collaborating with the knowledge base team to streamline support operations and improve the customer experience. Skillfully operated CRM platforms, including Salesforce, HubSpot, and Gainsight, to manage customer accounts, track engagement milestones, and log comprehensive interactions, ensuring each client received personalized, as well as quick response action. Rendered tailored guidance and support to improve clients’ use of products, conducting remote training sessions via Zoom, Google Meet, and WebEx that fostered strong product understanding and adoption. Effectively communicated complex product knowledge and troubleshooting steps via digital channels, including chat platforms like Intercom and LiveChat, email, and video calls, resulting in a streamlined customer support flow that reduced average resolution time.

Provided exemplary remote customer service to diverse clients, addressing inquiries and resolving concerns with a focus on first-contact resolution, leading to a 95% satisfaction rate. Maximized communication platforms like Zoom, Slack, and Microsoft Teams to interact with customers and collaborate with internal departments, ensuring timely and comprehensive support across various channels. Strategically diagnosed and resolved complex customer issues by analyzing account history, interpreting patterns, and providing customized solutions, which contributed to a 20% increase in retention. Analyzed key performance indicators (KPIs) and service level agreements (SLAs), consistently meeting or exceeding productivity targets, including average handle time (AHT) and response time metrics. Knowledgeable in using workflow and support software including Asana, Trello, and JIRA, refining task management and follow-up processes to enhance response times and service quality.

Provided exceptional customer service to members of a health benefits plan, resolving inquiries regarding coverage, claims, benefits, and eligibility. Proficient in navigating complex healthcare systems and explaining intricate plan details in a clear, concise manner. Proficiently navigated CRM systems such as HubSpot, Zoho, and Salesforce to manage detailed customer profiles, track case progress, and ensure thorough follow-up, thereby increasing efficiency in handling support requests. Assisted members with submitting claims, tracking claim status, and resolving claim disputes, ensuring accuracy and compliance with regulatory guidelines. 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. Adhered strictly to HIPAA regulations and maintained the confidentiality of all member information.

Transported merchandise to sales floor and restocked shelves, racks and bins. Increased customer satisfaction by providing exceptional service and maintaining a clean, organized sales floor. Collaborated closely with fellow associates, sharing best practices for visual merchandising techniques and improving overall store performance.

Removed damaged, out-of-code, not-in-set and discontinued items from displays. Managed inventory levels, ensuring timely replenishment of stock to meet customer demands. Answered customer questions regarding store merchandise, department information, and pricing. Maintained up-to-date knowledge of current trends and customer preferences to adjust merchandise presentation accordingly. Collaborated with store management to develop strategic plans for merchandise placement and promotion.

Greeting customers, answering inquiries, providing product information and demonstrations, handling transactions, resolving customer complaints, building rapport and fostering loyalty. Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise. Managed returns, exchanges and refunds in accordance with store policy.

Developed strong relationships with repeat customers, leading to increased loyalty and repeat business.

Answered customer questions about sizing, accessories, and merchandise care. Engaged with customers to build rapport and loyalty. Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

Greeting customers, answering inquiries, providing product information and demonstrations, handling transactions, resolving customer complaints, building rapport and fostering loyalty. Maintaining store displays, ensuring products are properly stocked and merchandised, adhering to visual merchandising standards, assisting with inventory management.