SHAMERA

HUBBARD

769-***-****

Byram, MS - *****

ad4z4x@r.postjobfree.com

SUMMARY

Results-driven customer service professional with a proven track record of providing exceptional support and assistance to clients in various industries. Skilled in handling inbound calls, resolving customer inquiries and concerns, and ensuring timely and effective solutions. Proficient in utilizing CRM software and other tools to document interactions and maintain accurate records. Committed to delivering high-quality service and exceeding customer expectations. Seeking a challenging customer service role where I can leverage my skills to contribute to the success of the organization. PROFESSIONAL SKILLS

• Communication

• Troubleshooting

• Inbound Calls

• Collaboration

• Adaptability

• Record Keeping

• Empathy

• Flexibility

• Follow-Up

• Call Center Operations

• Customer Service

• Problem-Solving

• Technical Support

• Remote Work

• Attention to Detail

• Time Management

• Conflict Resolution

• Patience

• Accuracy

• Multitasking

WORK EXPERIENCE

Customer Service Representative Jun 2018 – Jan 2024 Agee Pro Transit Ridgeland, MS

• Provided excellent customer service to passengers of Agee Pro Transit, ensuring a positive experience for all riders.

• Addressed passenger inquiries and concerns regarding routes, schedules, fares, and other transit-related matters.

• Demonstrated proficiency in using transit management software to assist passengers with trip planning and ticketing.

• Handled inbound calls and emails from passengers, resolving issues and providing timely and accurate information.

• Collaborated with transit operators and other team members to address service disruptions and ensure smooth operations.

• Maintained accurate records of customer interactions and service requests, ensuring all inquiries and issues were addressed promptly and professionally.

• Committed to delivering high-quality service and exceeding passenger expectations in every interaction. Call Center Customer Service Representative Aug 2012 – Jun 2018 Comcast Jackson, MS

• Provided exceptional customer service to Comcast customers, addressing inquiries, troubleshooting issues, and resolving concerns.

• Handled inbound calls from customers regarding billing, technical support, service inquiries, and account changes.

• Demonstrated proficiency in using customer relationship management (CRM) software and other tools to assist customers and document interactions.

• Utilized effective communication skills to explain Comcast products, services, and policies to customers.

• Met or exceeded performance metrics for call handling, customer satisfaction, and first-call resolution.

• Collaborated with team members and supervisors to address complex customer issues and ensure timely resolution.

• Maintained accurate records of customer interactions and service requests, ensuring all inquiries and issues were addressed promptly and professionally.

• Committed to delivering high-quality service and exceeding customer expectations in every interaction. Customer Account Specialist Mar 2009 – Jun 2012

Entergy Jackson, Ms

• Provided excellent customer service to Entergy customers, addressing inquiries, resolving concerns, and assisting with account management.

• Handled inbound calls, emails, and correspondence from customers regarding billing, payments, service inquiries, and account changes.

• Demonstrated proficiency in using customer relationship management (CRM) software and other tools to assist customers and document interactions.

• Maintained a high level of professionalism when dealing with difficult customers, ensuring courteous and efficient resolution of complaints and inquiries.

• Provided exceptional customer service to ensure customer satisfaction, consistently exceeding expectations.

• Displayed strong organizational skills while managing multiple projects simultaneously, ensuring timely and accurate completion of tasks.

• Utilized problem-solving techniques to identify solutions for complex customer inquiries, ensuring prompt and effective resolution.

• Performed quality assurance reviews on customer accounts for accuracy and completeness, maintaining data integrity and compliance.

• Developed and maintained positive customer relationships through efficient problem resolution and proactive communication.

• Conducted data entry tasks to update customer information in database systems accurately and efficiently.

• Researched complex account inquiries and provided appropriate resolutions, demonstrating thorough understanding of Entergy products, services, and policies.

EDUCATION

High School Diploma May 1994

Muskegon High School Muskegon, MI

REFERENCES

• References available upon request.

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