Customer Service Care

Shamika Lockhart

**** ********* ***** *********, ** 28214 704-***-**** ****************@*****.***

Objective

Seasoned Service and Support Professional with over 18 years of experience providing remarkable service and innovative solutions to meet customer's diverse needs while enforcing compliance, and efficiency. Eager to use my knowledge and expertise to drive quality results at your organization.

Education

DIPLOMA NORTH MECKLENBURGH HIGH SCHOOL

Skills & Abilities

Empathy and Compassion

Problem Solving

Quality & Customer Focus

Attention to Details

Communicates Effectively

Reliability, Dependability

Analytical

Organized & Resourceful

Tech Savvy

Microsoft Office Applications

Business Acumen

Leadership Courage

Time Management

Excellent Presentation & Delivery Skills

Teamwork

Relationship Building

Self-Motivated

Results Driven

Ability to work under pressure

Basic Accounting Functions

Training and Developing Others

Compliance and Policy Enforcement

Customer Service

Sound Judgement

Negotiation

Experience

CUSTOMER SERVICE REP. SPECIALIST 2 REPUBLIC SERVICES MAR. 2020– PRESENT

·Provides service and support to customers regarding complex billing and invoice inquires, routing out of scope callers to the appropriate segments.

·Administers basic to complex transactions such as refunds, overrides, to resolve customer complaints.

·Researches resolves and responds to all customer inquiries regarding rate increases accepting feedback, and identifying opportunities to improve operations.

·Analyzes and rectifies complaints and service issues issuing credits when appropriate promoting customer loyalty.

·Negotiates fair rate negotiations with customers, responding and suggesting a rate within the company’s monetary position.

·Makes sound judgment calls and educated decisions when guidelines for policy writing is unclear.

·Processes prepayments, adjustments, payment arrangements, and business decisions using company policies and guidelines.

·Ensures payments are processed in a timely and accurate manner email invoice confirmations were received by customers.

CUSTOMER SERVICE REP. SPECIALIST 1 REPUBLIC SERVICES DEC. 2019 – MAR. 2020

·Worked in an inbound, high volume call center environment.

·Received calls from customers, vendors, and internal partners seeking assistance with existing accounts, and inquiring about services.

·Provided excellent customer service and consistently exceeded performance metrics.

·Asked discovery questions to determine the needs of the caller and routes out of scope callers as needed.

·Used product knowledge and knowledge of policies and guidelines to answer account questions and make suggestions.

·Assisted customers with account maintenance, updated, password resets, etc.

·Documented all calls and actions in the customer management system and under member's profile.

·Explained policies, disclosures, guidelines, costs, and more to customers.

·Processed credit and debit transactions.

·Researched and resolved complaints and service issues and promoted customer loyalty.

·Enforced regulatory compliance, internal and external policies, and procedures.

·Promoted to Customer Service Rep. Specialist 2 in March 2020.

OPERATIONS SPECIALIST 2 WACHOVIA/WELLS FARGO NOVEMBER 1998– DECEMBER 2017

·Analyzed records and documents to verify accuracy of new accounts and perform file maintenance.

·Assisted in the performance of the workflow of the lockbox entry process to include opening, sorting, copying, and balancing daily mail payments

·Performs compliance and quality audits to ensure regulatory compliance.

·Acted as an information resource to those contacting our customer care call center by sharing best practices and staying up to date on company policies and changes.

·Maintained privacy, as outlined by HIPPA guidelines and regulations.

·Distributed all incoming mail and packages appropriately to recipients.

·Collected, scanned, and labeled outgoing mail for postal service pickup.

·Developed problem-solving skills through helping customers with moderate to difficult banking issues and concerns.

·Provided daily support and assistance to branch and other department associates by phone and email.

·Ensured daily work deadlines were completed in a prompt and timely manner.

·Recognized by management for superior performance, resolving complex operational issues.

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