Customer Service Representative

SHAKISHA SUTTON

La Grange, IL ***** 708-***-**** ***********@*****.***

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Customer Support

Call Center Operations

Problem-Solving Skills

Cash Handling

Logging Call Information

Microsoft Office

Merchandise Orders and Exchanges

Sales and Upselling

Order and Refund Processing

Outbound Customer Service Representative, 10/2022 - 08/2023 SSG-Best Foot Forward – Hillside, IL

Made outbound follow-ups to Medicaid recipient by telephone. Explained in detail the extra benefits their providers were offering. Skipped trace the participants information to get the correct phone numbers to call. Customer Service Representative, 09/2018 - 09/2022 Informis Health Solutions – Chicago, IL

Answered inbound calls from Medicare recipient.

Enrolled Medicare recipients in various Health Advantage plans that their sponsors were offering. Determined whether their doctors or specialist were still covered by their demographic information. Answered constant flow of customer calls with minimal wait times. Personal Assistant, 03/2014 - 04/2018

Department Of Rehabilitation Services – Chicago, IL Cared for elderly and disabled patient.

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Duties included feeding, cleaning, bathing, cooking and running errand. Full Time Student, 03/2012 - 01/2014

Malcolm X College – Chicago, IL

Continued studies toward my associates degree.

Sales Associate, 11/2010 - 01/2012

Macy's – Chicago, IL

Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

Helped customers locate products and checked store system for merchandise at other sites. Managed returns, exchanges and refunds in accordance with store policy. Benefits Administrator/Customer Service Representative, 10/2009 - 03/2010 Mountain LTD-AON – Glenview, IL

Reviewed benefits paperwork for accuracy and completeness. Managed employee benefits program, working with vendors, providers and staff to maintain strong portfolio of insurance and retirement options.

Expedited benefit delivery by establishing working relationships with benefit providers. Customer Service, 06/2009 - 08/2009

Pampered Chef – Addison, IL

Researched issues with shipments, product damage and incorrect product amounts Handled routine customer and Consultants communications regarding order adjustments and product questions via telephone email or written correspondence. Provided customer satisfaction and appropriate resolution. Customer Service Representative, 05/2007 - 12/2008 Lia Sophia – Wood Dale, IL

Responsibilities included responded to calls, emails and mail correspondence from Advisors and customers in a timely fashion.

Online support for Advisors, field questions and trouble shoot challenges with online services including viewing orders and personal websites

Process follow-up paperwork from incoming calls for other departments [ Accounting, Refund request, Credit card inquiries, and profit inquiries ]

Track delayed/ loss/ or damaged shipments and initiate paperwork to replace shipments to Advisors/ customers

Client Enrollment Broker, 11/2006 - 05/2007

Automated Health Systems – Schaumburg, IL

Responsibilities include outreach educate and enroll the potential enrollee in a MCO/PCP plan through the call center

A state funded program which helps Medicaid recipients to enroll in the three different plans the state was offering which were Illinois Health Connect, Harmony Health Plan, and Family Health Network Benefits Specialist, 08/2006 - 11/2006

AON – Glenview, IL

Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions. Explained benefits to plan participants in easy to understand terms in order to educate each on available options.

Checked employees' benefits enrollment for accuracy and inputted all data into our software. Billing Specialist, 05/2002 - 06/2006

CAEL – Chicago, IL

Researched and resolved billing discrepancies to enable accurate billing. Assisted with billing inquiries and provided timely responses to enhance customer satisfaction. Worked with multiple departments to check proper billing information. Sales Associate, 09/1999 - 01/2002

Carson Pirie Scott – Chicago, IL

Assisted Customers with inquires with Intimate Apparel, Totaling of purchases, Maintained on floor inventory and Merchandise Displays along with Point of Sales and Markdowns. Associate Degree: Nursing

Malcolm X College

Certificate in Business

Westside Business Institute - Chicago, IL

EDUCATION

Diploma: General Education

John Marshall High School - Chicago, IL

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