Customer Service Call Center

SHAUNTERRICA COLE

Bessemer, Alabama

Mobile: 205-***-**** **********@*****.***

SUMMARY

● Leadership: Actively contribute to a ‘team’ culture that promotes caring, energy, enthusiasm and pride

● Communication: Strong ability to utilize excellent verbal skills, empathetic and active listening and problem resolution skills to accurately assess customer and client(s) needs and situation

● Adaptable: Hands-on experience in the customer service, health, and retail area(s) with the ability to adapt to change and adjust plans thus thriving in a dynamic work setting

● Detail-oriented: Strong attention to detail to provide timely and accurate information to customers in a timely manner

SKILLS:

Office and PC Skills

Quick Learner

Time Management Skills

Data Entry

Attention to Detail

Excellent Interpersonal Skills

Goal-oriented

Organization Skills

Problem Resolution Skills

Customer Service Skills

EXPERIENCE

Call Center Sales & Service Representative, 2020-2023(Surplused) AT&T, Birmingham, Alabama

● Keep knowledge of ATT’s goods and services up to date.

● Answer questions regarding ATT services, gear, offers, and invoices from customers.

● Provide great and timely customer service to increase client retention and loyalty.

● Recognize consumer needs and make suitable product and rate recommendations.

● Create new ways for customers to buy ATT goods and services.

● Accept payment, enrollment, renewal, and other service issues from customers.

● Handle and address client complaints in compliance with call center metrics.

● Effortlessly handle 50+ consumer calls.

Sterilization Technician Dental Assistant, July 2020- July 2022 Allison Springer Inc, (aka) Alysyn, Birmingham, Alabama

● Decontaminated and sterilized instruments, medical supplies and equipment, and Assembled wrapped and sterilized trays of instruments.

● Monitored biological and chemical wash solutions to ensure quality and consistency for the decontamination of instruments and medical equipment.

● Documented dental services by charting in patient's records.

● Maintained a safe and clean working environment by complying with procedures, rules, and OSHA standards.

● Educated patients by giving oral hygiene care, and post-operative instructions.

● Ensured the operation of dental equipment by completing preventive maintenance requirements.

● Maintained patient confidence and protect operations by keeping the information confidential. Driver Associate, March 2021 – October 2021

Day 1 Logistics, Birmingham, AL

● Picked up, transported, and dropped off packages and small shipments to clients within a local region or urban area.

● Examined and reviewed orders before and after delivery and ensuring the orders were completed along with completing logs and reports.

Warehouse Associate, April 2020 – November 2020

Amazon, Bessemer, AL

● Scanned packages to each pallet to assure that they go to the correct area.

● Utilized computer skills; organization and time management skills; inspecting inventory to ensure no loss of product.

Office Administrator Work Study, September 2019 – December 2019 Fortis Institute, Birmingham, AL

● Prepared a variety of paper and electronic correspondence from rough drafts, notes, or verbal instructions, using desk top computer.

● Answered phones, filing, delivered and received forms/mail, entered student information into Banner system, and other duties as requested.

● Assisted current and prospective adult students with information regarding their program of study and scheduling appointments with their advisors.

Cashier, November 2016 – June 2018

Dollar Tree, Hoover, AL

● Receive payment by cash, check, credit cards, vouchers, or automatic debits.

● Assisted customers by providing information, resolving their complaints and, answering customers' questions, and providing information on procedures or policies. Cashier Usher, November 2011 – August 2015

Premier Cinema, Bessemer, AL

● Received payments by cash, credit cards, or vouchers.

● Counted, sorted, sold and recorded number of tickets purchased daily. Office Assistant Work Study, February 2013 – May 2016 Lawson State, Bessemer, AL

● Checked voice messages and emails sent to admissions and promptly forwarding the same to the relevant department, assisted in the processing of the application, collecting and opening mail, scanning documents, downloading and uploading digital documents, copying, and filing, assisting in data entry, preparing and sorting documents for data entry, quickly and accurately entering data into database software, checking for errors and discrepancies, preparing campus correspondence mailings, emails, errands, and other duties; and participating in training programs.

EDUCATION

A.A.S. (Emphasis: Computer Science Pre-Engineering) Lawson State College (Bham, AL) Diploma in Dental Assisting Fortis Institute (Bham AL) Fortis Institute Birmingham, AL

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