Shanna Pate

804-***-****

ad0llc@r.postjobfree.com

**** **** **** ****** ***. B, Richmond, 23223, VA (US)

Skills

**-** ***

Ability to Multi-Task

Medicare Trained

Professional Summary

Customer service specialist and business development executive with 20 years’ experience leading teams in driving organizational growth and revenue. Skilled at developing and implementing comprehensive training programs for staff members to ensure the highest-levels of service are delivered consistently.

Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention. Actively seeking a customer service director role where I can utilize my education and experience to add immediate value to an organization.

Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction.

Employment History

Customer Support Representative, Simplisafe. Richmond, Virginia

Jan. 2022 - Apr. 2023

Provide assistance for customers with special billing requests.

Help customer install their devices such as Outdoor/Indoor cameras, motion, temperature, freeze sensors and panic buttons, when customer receive them in the mail.

Able to assist with taking orders over the phone and updating credit card information if needed.

Set up call backs or appointments if customer needs information on products of interest .

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Provided trouble shooting or replaced devices if needed.

Customer Service Representative, Concentrix, INC. Richmond, Virginia

Jul. 2015 - Apr. 2020

Offered special assistance to persons such as those who are unable to dial or who are in emergency situations.

Answered incoming calls from members regarding their prescription benefit plans.

Checked for available refills, processed and entered required payment, check#, credit card information or used available credit.

Worked with Medicare members needing extreme patience

Contacted doctor offices, hospitals, clinics and pharmacies to locate prescriptions that sometimes needed transferring to different locations.

Unit Specialist/Receptionist, Social Security Adminstration. Richmond, Virginia

Apr. 2002 - Oct. 2014

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

Create, maintain, and enter information into databases.

Located and scanned in appropriate medical records, and incoming mail for over 30 analyst.

Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.

Coordinate conferences, meetings, or special events, such as luncheons or graduation ceremonies.

Maintain scheduling and event calendars.

Mail newsletters, promotional material, or other information.

Make copies of correspondence or other printed material.

Use computers for various applications, such as database management or word processing.

Customer Service Representative, Suntrust Bank. Richmond, Virginia

Oct. 2000 - Mar. 2002

Answer customers' questions, and provide information on procedures or policies.

Refer unresolved customer grievances to designated departments for further investigation.

Record transactions accurately, and keep clients informed about transactions.

Sell services or equipment, such as trusts, investments, or check processing services.

Opened new account such as checking and savings

Handled over 80 calls daily

Transferred funds from one account to the other, or to different banks if needed.

Identified reason for the call and Transferred customer to the appropriate department .

Education

Customer Service Training Academy, Richmond, Virginia

Customer Service Degree, Basic Typing/Customer Service Skills, Jul. 2000

Armstrong High School, Richmond, Virginia

High School Diploma, Business Communications, Jun. 1989

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