Customer Service & Sales

Shanterria Habersham

**** ******** ***. • Atlanta, GA 30324 • 404-***-**** • ***********@*****.***

PROFESSIONAL SUMMARY

A Certified Customer Service Professional With 10+ Years of Successful Experience In Various Customer

Support & Administrative Roles Providing, Unwavering Commitment To Exemplary Client and Customer

Focus and Services. I Possess Strong: Organizational, Time Management, Problem-Solving, Prioritizing,

Proofreading, Analytical, Written, Oral, Interpersonal and Listening Skills. I’m Highly Capable of

Assimilating and Applying New Job-Related Information in a Very Limited Time Frame. And Have Gained

Promotions Within Multiple Organizations Resulting From Presenting, Initiative & Effective Leadership

Skills. Consistently I Have Exceeded Performance Benchmarks In All Areas of: Quality, Accuracy, Volume,

Efficiency, Intense Customer Focus, Precision, Product Knowledge and Attendance. Gracefully I Have

Developed Excellence In Various Customer Service and Sales Training Courses. I Possess Strategic

Relationship & Partnership-Building Skills And Am Able To Build Productive Relationships With Clients,

Team Mates and Internal Partners. By Resolving Complex Issues & Creatively Utilizing Tact and

Diplomacy to Find Common Ground, I’m Inclined to Achieve Win-Win Outcomes and Customer Loyalty.

Currently I Hold An Associate Degree in Business & Administration.

Key Skills:

Customer Service & Dispute Resolution MS Word, Excel, PowerPoint & Outlook

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Administrative & Clerical Services Paper Port, Adobe, Lotus notes,

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Financial Services Photoshop, Right-Fax

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Insurance Services Sales & Marketing

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Data Entry & Records Management

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Call Center Service Operations

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PROFESSIONAL EXPERIENCE

Customer Service Coordinator 10/2010-6/2014

Total Elegance Studio Mableton, GA

Managed all front office operations. Cultivated client relationships & increased customer

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satisfaction & repeated sales. Handled multiple programs, phone lines, fax, copying machines,

printers & other office technologies. Scheduled appointments and organized: client database,

documents, advertising material, and paperwork. Logged, processed and arranged payments &

transported deposits. Maintained inventory & supply orders, took surveys & placed courtesy calls.

Selected Contributions:

Utilized consultative selling techniques to obtain daily objectives by probing, and promoting most

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suitable products and services that maximized customer satisfaction and or exceeded

expectations. Gained profits through advertising by creating window displays and developing

visual marketing skills and strategies of implemented products that increased lead generation and

earnings by 21%

Administrative Support Representative 8/2009-10/2010

Mccamish Systems Atlanta, GA

Processed, workflow queues, applications & repository records. I assisted the claims department

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with processing claims. Conducted case management processing of life insurance coverage’s

and worked closely with financial institutions, insurance agents, contra firms to request status of

transfers & roll overs for incoming annuity & life insurance policies, via BPO services.

Scanned, Indexed & uploaded, processed, pulled, filed adjusted, organized and mailed: original

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paperwork documents, packages, and requests for funding of annuity policies & life insurance

policies. Provided data entry, proof reading, billing and issuance of polices.

Selected Contributions:

Entrusted to assist and maintain interchanging jobs roles & duties between multiple departments

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resulting from above average comprehension skills, performance, product knowledge and fast

paced ability to assimilate and apply new job-related information.

Customer Support Representative 5/2007-5/2009

Overby-Seawell Co. Kennesaw, GA

Verified & tracked insurance statuses on loan portfolios in real estate, commercial, flood, and auto

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polices streams. Ensured that borrower carried insurance to cover the lender’s interest full term &

educated borrowers on status and risk-management options for bridging deficiencies and lapse of

coverage’s.

Worked closely with insurance agents, loan officers, underwriters, data entry analyst lessees,

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borrowers and lenders, via BPO services.

Selected Contributions

Promoted to Sr. CSR resulted from taking the initiative to organize and delegate daily and

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weekly call queue material, schedules and outlined itinerary for all verification agents and

initiative to assist management with preparing meetings, correspondences and presentations.

Customer Service & Escalations Representative 12/2004-3/2007

John H. Harland Co Decatur, GA

Took inbound calls assisting customers and bank reps with catalog orders for financial institutional

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bulk supply and personal financial services.

Handled all inquiries, billing questions, payments, sales, client retention and escalations.

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Accessed high security information, and worked closely w/ financial institutions to analyze,

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research, correct and avoid fraudulent activity on customer accounts.

Interfaced daily with internal partners in accounting, field services, operations and marketing

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Tracked orders and worked closely with production department, to ensure correct materials were

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used, proper quantities were produced and that the jobs and delivery options met customer

specifications.

Selected Contributions

Promoted to Escalations Rep---handled most critical and cost effective accounts in the center.

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Managed a high-volume workload within a deadline-driven environment. Resolved an average of

300 inquiries in any given week and consistently exceeded performance benchmarks in all areas.

Customer Service and Sales Specialist 3/2001-4/2003

Sprint PCS Jacksonville, FL

Assisted customers with all billing, price plan, products & services, sales, technical support,

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retention, collections questions and requests. Placed orders via phone, online and online.

Trouble shot defective products, created online service ticket orders and located accurate

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resources for problem resolution and customer retention.

Developed excellence in sales training courses and offered products that best benefited and

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suited the customer’s needs.

Selected Contributions

Promoted from activations representative to customer support & sales specialist and assisted with

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leading my department to attain the highest customer service ratings-- earning 98% bench-marks

in all categories including communication skills, listening skills, problem resolution, online

accuracy, sales strategies and telephone etiquette.

EDUCATION & PROFESSIONAL TRAINING

Associate of Arts in Business Administration Graduated

4/2009

American Inter-Continental University Hoffman Estates, IL

Accredited Customer Service Representative (ACSR) Certificate Completed 8/2007

Kennesaw State University Kennesaw, GA

National Career Readiness Certificate #H6D4V3062PQ1 Completed 4/2012

(Georgia Work Ready Program) Certificate Level- SILVER Smyrna, GA

Chattahoochee Technical Institute

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