Customer Service Representative

Shatavia Gaynor

Jacksonville, FL

***************@*****.*** - 904-***-****

Qualified Customer Service Rep with One year of experience in fast-paced customer service and I also have call center experience. Personable and professional under pressure. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Customer Service Representative excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments. Customer Service Representative driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. Excellent communicator with one year in a demanding call center environment as a Customer Service Representative. Patient and empathetic with extensive background in conflict resolution and customer care. Customer Service Representative with expertise in delivering support services and resolving customer complaints.

Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Service Advocate

Florida Blue Cross Blue Shield/ Premera Blue Cross Blue Shield Tier 1 Responsible for triaging calls and dispositioning them to the appropriate department. Supporting the licensed sales agents, by creating leads - in order to expedite the enrollment process. Making sure that Florida Blue's brand is protected by providing excellent customer service to our current and future members.

High volume call center 2016 open enrollment period Coaching/Training/Projects (flexible to support team objectives) Show initiative by taking on leadership roles.

Adhere to Federal guidelines.

Goals-Exceed 89% adherence for quality of calls while keeping focused on customer service. Acquired a working knowledge of the healthcare industry Acquired a work knowledge of Aspect, Salesforce,and Five9 Software. Work Force Management Support Systems to track my adherence and attendance on a daily basis. Cashier

Walmart - March 2014 to July 2016

Greet customers as they arrive at Walmart and ensure that they are being serviced by a customer service representative

Conduct financial transactions using cash registers by taking cash in exchange of items sold Scan merchandise to determine prices and provide customers with information on what needs to be paid Process credit and debit cards and ensure that receipts are signed and cards are returned Deactivate tagged merchandise and bag purchases in item-appropriate bags Process discount coupons and redeem offer points in exchange of purchases Ascertain that the right amount of change is present in the cash drawer at the beginning of each shift Verify customers’ ages in circumstances where restricted merchandise such as alcohol is being bought Balance cash drawer at the end of each shift and handle any evident discrepancies Handle returns and exchanges by coordinating efforts with the customer service department Listen to and attempt to resolve customers’ complaints and ensure that any escalated ones are informed to the right department

Ascertain the cleanliness of the cash counter and surrounding areas Assist sales associates in restocking returned merchandise in shelves and setting up marketing displays Sales Associate

Race Trac - Jacksonville, FL - March 2015 to February 2016 Provide excellent service

Run the cash register

Sweep and mop floors

Greet guests in the store

Balance cash and inventory transactions

Stock shelves and coolers

Smile and be friendly

Fill water and towels at the pumps

Keep fresh foods stocked and ready-to-eat

Sweep the parking lot

Maintain a clean, guest friendly environment in the store Brew fresh coffee

Inventory shelf items

Help a guest find a product

Prepare warm food service items

Empty trash containers

Greet guests at the pumps

Clean rest rooms

Receive vendor deliveries

Replace pay-at-pump receipt paper

Make a guest’s day special

Cashier

Mc Donald's - Jacksonville, FL - September 2011 to December 2015 Ensure a faultless customer service which gratifies customer needs. Be involved in packing, weighing, and labeling products as required. Ensure that counters are well stocked and refrigerators neat. Ensure attractiveness in displaying all food items in conformity with quality standards. Ensure the storage of food at the appropriate temperature according to approved health standards. Guarantee cleanliness in decorating and serving food in compliance with hygienic regulations/standards. Ensure that the supervisor is aware anytime food quantities are not enough in supply. Ensure compliance with all quality standards, principles, guidelines and policies of McDonald’s. EDUCATION

High school diploma

Jean Ribault High School

SKILLS

•Stategic Thinking •Time Management •Organization •Effective Listening •Problem Solving and Analyzing

•Proficient in Computer Use •Hardworking •Assertive •Flexible •Motivated •People Oriented• Demonstrated ability to learn quickly and maintain knowledge and skills in order to perform to a high standard • Ability to multitask between multiple tools and systems and apply information and knowledge to& customer situations

• A friendly, positive and flexible attitude with the ability to multi-task, pay attention to detail, prioritize work and work independently • Strong written and interpersonal communication skills with ability to articulate messages and information clearly and accurately

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