Call Center Customer Service

Shawn Washington

**** ***** *** ***** 209-***-****

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Skills Summary

Call Center Representative versed in customer support in high call volume

environment.

Skills Summary

Call Center Representative versed in customer support in high call volume. Superior computer skills and telephone etiquette. Customer Service Manager

committed to delivering success through effective personnel and workflow management.

Accomplished Call Center Supervisor receptive to client needs. Successful at managing the

task lists of even the most demanding business executives.

Education

Degree / Date of Graduation

PENINSULA HIGH SCHOOL 1982

SAN BRUNO, CA, USA GENERAL EDUCATION

High School Diploma 1982

GRAN PHINALE 2012

STOCKTON, CA, USA

COSMETOLOGY CERTIFIED

LICENSED APPRENTICE IN COSMETOLOGY

Experience

DILLARDS

May 2021-present

Zone Leader Men and Womens Fragrances. Coached and developed new hires.

Explained information about the

quality, value and style of products to Influence customer buying decisions

BLUE SHIELD OF CALIFORNIA

July 2017 to March 2020

. Liaison between members, providers and some brokers by assisting members with their medical claims issues and concerns by calling providers if any discrepancies. Assist members by making doctor appointments, facility appointment and calling medical groups. Also provide explanations of coverage and any deductible information to members. I was promoted to Senior Customer Care representative October of 2018 which consist of an increase in pay and I assist representatives with coaching and development by demonstrating customer satisfaction on each call, how to de-escalate calls, provide floor support so if need any assistance with a member for the call center of around 200 representative.

IHSS STOCKTON

In-home Care Provider

October 2015 to Present

Cooking, cleaning, shopping, driving clients to appointments. Administer medications.

Retail Service - MACYS STOCKTON, CA

November 2012 to October 2015

Computed sales prices, total purchases and processed payments. Maintained knowledge of

current promotions, policies regarding payment and exchanges, and security practices. Placed

special orders and called other stores to find desired items. Explained information about the

quality, value and style of products to Influence customer buying decisions. Recommended

merchandise based on customer needs. Because of this I was promoted to sales supervisor.

relocated to Pleasanton for a better opportunity.

AT&T-Sacramento, CA

Customer Service Representative -Supervisor

May 1987 to January 2010

Call Center - Incoming Billing, Sales, Services . High Volume Call Center. 22 Subordinates. Coached and Developed AT&T Values. Trained New Employee

Skills

Call center management experience

Conflict resolution proficiency

Customer service management expertise

Strong problem-solving ability

Employee relations specialist

High customer service standards

Excellent written and verbal communication skills

Knowledge of Standard for Electrical Safety in the Workplace (NFP A 70E)

MS Office proficient

Team management relations specialist

Talent & Training development

Played an instrumental role in increasing customer satisfaction

Exceeded corporate target for customer satisfaction for Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

team members. Developed, implemented and monitored programs to maximize

customer satisfaction and manage onsite

customer service representatives.

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