Customer Service Representative

ShaunaMonique “Shauny” Carter

*** ********* **** #** *******, NY 10705

(C)718-***-**** (H)914-***-**** email:********@*****.***

OBJECTIVE: To obtain a customer service representative position in a company where I can maximize

my people oriented experience, communication skills, as well as my problem analysis and problem

solving abilities.

EXPERIENCE:

The Laundry Center 2014-2014

Head Dispatcher

Responsible for monitoring & dispatching 3 vans as they picked up & delivered laundry to companies

such as Handybook, various corporate offices, schools, restaurants, as well as residential tenants.

Heavy volume of in/outbound calls.

Responsible for responding to emails as well as voicemail messages daily.

Ensuring excellent customer service satisfaction.

Responsible for taking credit card payments via phone.

Heavy use of the copier & fax machine.

Scarsdale Security 2012-2013

Call Center Security Surveillance Operator/Dispatcher

Responsible for dispatching police fire and/or EMS in an emergency.

Responsible for heavy phone calls daily in an extremely fast paced manor.

Provided security, access control & fire detection.

Responsible for environmental detection, video surveillance & management for homes

& various businesses.

LifeFone Medical 2011-2012

Emergency Response Operator/Dispatcher

Responsible for responding to subscribers medical alarms throughout the overnight shift.

Answered heavy inbound call for the subscribers that were in distress.

Dispatched 911 operators, police & fire departments to ensure safe transportation to the hospital.

Alerted family members of the subscriber’s medical emergencies.

Heavy data entry & usage of the fax machines to potential clients.

Followed up on every call to make certain account was closed properly.

AMCA/RMCB 2008-2011

Medical Collections Agent

Responsible for the collections of medical laboratory bills such as Quest Diagnostics, Lab Corp & many

past due accounts like Verizon Wireless, Budget Car Rental, Irving Oil, & several publishing companies.

Responsible for over 500+ Inbound/Outbound calls daily.

Heavy usage of the computers, phone, fax, and copier machines

Under the supervision of Supervisor, & Call Center Manager to ensure quality control assurance.

Eos Airlines 2006-2007

Guest Services Specialist

Responsible for providing airline services on the phone for travel agents, businessmen, and celebrities.

Responsible for solving problems for the travelers that are in distress.

Responsible for answering 70+ calls per day depending on type of call.

Keyed information into computer to obtain computerized records.

Responsible for providing quality service, timely and accurate completion of travel arrangements & sale.

Responsible for working as a team in a fast paced call center environment.

Multiplan Inc. 2005-2006

Customer Service Representative

Responsible for providing claim services via phone for doctors, hospitals and ancillaries.

Responsible for solving problems for the providers and members that were in distress.

Responsible for answering 60+ calls per day depending on type of call.

Followed up on recommended adjustments to ensure customer satisfaction.

Keyed information into computer to obtain computerized records.

R.S.V.P. 2004-2005

Foremost Comm. 2000-2004

Call Center Supervisor/Telephone Operator (2 call centers)

Responsible for being the On-Call Supervisor to 7-9 operators for a 24 hour call center.

Responsible for distributing over 1500 calls and handled escalated when necessary.

Responsible for delegating assignments via paging system during emergencies.

Responsible for time management scheduling of employee breaks and lunches.

EDUCATION:

The Smither’s Alcoholism Training Center at St. John's Riverside Hospital Yonkers, New York

CASAC-T Received January 2010

Lincoln Recovery Bronx, New York Certificate in Acupuncture Detoxification 2010

Higher Education Development Fund Bronx, New York (H.E.D.F.)

Certificate in Customer Service/Office Management 1996

8, 16 hour & Fireguard License

References:

Earlene Harris: Lifefone/MSS Electronics email:*******@******.*** ph# 1-877-***-****

Charles Sakkal: The Laundry Center email: *******@****************.*** ph# 646-***-****

Masters email: *****@***************.*** ph# 1-800-***-*****

Arnaldo Lugo: Retrieval

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