Customer Service Representative

Shanna Stevenson

**********.**@*****.*** 704-***-**** Kannapolis, NC

SUMMARY

Seeking Customer Service Representative role with 11 years of experience in health care and customer experience. Proficient in Medicare client inquiries, retention strategies, and training, enhancing customer loyalty and satisfaction. Adapted to remote work environments, utilizing advanced technical tools for service efficiency. WORK EXPERIENCE

Charter communication Charlotte, nc

Retention specialist Jun 2023 - Present

• Develop and implement customer retention strategies for Charter Communications, effectively communicating value propositions and utilizing negotiation skills to maintain a high rate of customer loyalty and satisfaction. U.S. Postal Service Mocksville, NC

Postal Service Clerk 2020 - 2021

• Inspected and ensured the proper postage and preparation of mail for mailing and transport, adhering to postal regulations.

• Calculated and applied accurate mailing costs for various items, utilizing weight and destination data for proper classification.

• Sorted and classified incoming and outgoing mail, both manually and with automated equipment, to streamline distribution processes.

• Addressed customer inquiries and resolved complaints by providing informed guidance on postal services, regulations, and mailing options.

TTEC Remote

Customer Service Representative Jun 2021 - Nov 2021

• Managed client inquiries regarding Medicaid medical plans, ensuring accurate and timely updates to personal files.

• Facilitated the coordination of doctor appointments for clients, improving their access to healthcare services.

• Employed advanced technical tools, including dual-monitor setups and SSD drives, to enhance client service efficiency.

S & D Coffee Concord, NC

Packer 2019 - 2020

• Operated and adjusted packaging and bagging equipment to maintain quality and productivity standards within designated product lines.

• Conducted regular cleaning and sanitation of equipment to adhere to food safety regulations.

• Managed inventory levels to ensure the availability of materials for meeting production quotas and schedules. Hitachi Metals China Grove, NC

Assembler 2017 - 2019

• Executed assembly operations with adherence to instruction sheets and verbal directives, ensuring products met dimensional specifications through the use of indicators and gauges.

• Conducted regular inspections for product quality and workmanship defects through visual and manual examination.

• Managed daily data entry for the creation of charts and reports, supporting various departmental functions including manufacturing, engineering, quality, and material control. GE Gas Turbine Greenville, SC

Robot/Blend Operator 2017 - 2017

• Executed precision blending and polishing tasks to refurbish turbine components, maintaining adherence to quality standards and production timelines.

• Applied brazing powder and paste with strict compliance to Environmental, Health, and Safety (EHS) protocols, promptly addressing any safety concerns.

NGK USA Ceramics Inc. Mooresville, NC

SSH Ram Operator 2013 - 2017

• Executed start-up procedures and verified machine and production line readiness, ensuring compliance with detailed work instructions.

• Accurately entered process data into the company's information systems and diligently completed re-inspection documentation.

• Maintained the Drying and Finishing Activities Log, recording non-processing time, and calculated relay evaporation ratios at the onset of product forming. Standard Motors Greenville, SC

Assembler 2012 - 2012

• Assembled components accurately, ensuring proper fit and alignment according to engineering blueprints.

• Conducted meticulous measurements of completed components to verify adherence to precise specifications. EDUCATION

New Horizons

CompTIA A+, Certification Pending

Orlando, FL

2022

Forsyth Tech. Comm. College

General Education Diploma

North Carolina

2006

CERTIFICATIONS

CompTIA Network+ Obtained in 2022, Expiration 2025 CompTIA Security+ Obtained in 2022, Expiration 2025 CompTIA Cybersecurity Analyst+ Obtained in 2022, Expiration 2025 SKILLS

Hardware Knowledge • Software Knowledge • Internet Applications • Troubleshooting • Quality Assurance • Technical Support • Microsoft Office • Problem Solving • Communication • Customer Service • Teamwork • Patience

• Decision Making • Time Management • Verbal Communication • Written Communication • Customer Support • Adaptability • Team Collaboration

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