SHANIA CLEVELAND

S

PLANO,TX

469-***-****

ad4ap9@r.postjobfree.com

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win- win solutions.

SKILLS

Verbal and Written Communication

Order and Refund Processing

Inventory Organization

Policy Knowledge

Prior Authorization

Microsoft office

CRM

Billing

Data Entry

WORK EXPERIENCE

DATA ENTRY CLERK

10/2022 to 01/2024

MCKESSON

IRVING,TX

Utilized specialized software applications related to the job role. Ensured compliance with all relevant rules and regulations governing data entry activities. Collaborated with other departments to resolve issues regarding incorrect data entries. Prepared summaries of daily work completed for review by supervisors. Organized files according to established procedures for easy retrieval later on. Maintained confidentiality of sensitive information entered into the system. Created spreadsheets to track data entries.

Maintained updated knowledge of industry trends related to data entry operations. Performed data entry from paper documents, emails, and other sources into computer systems. Reviewed existing information for accuracy and made necessary corrections. Updated existing records with new or revised information as needed. TECHNICAL SUPPORT

09/2021 to 10/2022

VDART INC

ALPHARETTA,GA (REMOTE)

Provided technical assistance to customers through phone, email and chat support. Troubleshot customer inquiries related to software and hardware issues. Resolved escalated customer service issues in a timely manner. Assisted customers with installation of new hardware and software applications. Diagnosed system errors and implemented solutions to resolve them. Maintained detailed records of customer interactions and transactions. Identified potential areas for improvement in existing products or services. Monitored customer feedback to ensure high levels of satisfaction. Ensured compliance with company policies and procedures regarding technical support operations. Recommended upgrades or additional features that could enhance user experience. Created reports on customer complaints and feedback for management review. Utilized remote access tools to connect remotely with customers' systems when necessary. CUSTOMER SERVICE REP

12/2020 to 08/2021

BANK OF AMERICA

BERWYN,PA (REMOTE)

Gathered customer feedback through surveys and used the data to improve customer service. Assisted customers with product selection, ordering, billing, returns, exchanges and technical support. Answered customer inquiries and provided accurate information regarding products and services. Provided excellent customer service to resolve customer complaints in a timely manner. Resolved complex problems by working with other departments to provide solutions that meet customer needs. Performed administrative tasks such as filing paperwork, updating databases and generating reports. Identified areas of improvement in customer service processes and suggested changes accordingly. Tracked orders from start to finish to ensure timely delivery of goods or services. Developed strong relationships with customers by providing personalized assistance and support. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Remained calm and professional in stressful circumstances and effectively diffused tense situations. Developed strong customer relationships to encourage repeat business. EDUCATION

DALLAS CAN ACADEMY

High school or equivalent

DALLAS,TX

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