Shawntay A Kirkland

Chat Remote, Customer Service Representative

Grovetown, GA 30813

adtrfq@r.postjobfree.com

+1-762-***-****

Focused professional with 20+ years of experience and a proven knowledge of customer service and satisfaction, and procedure standardization. Aiming to leverage my skills to successfully level up in the hospitality industry. Have worked remotely as well for customer services. Authorized to work in the US for any employer.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Customer Service Representative

HCS Healthcare - Augusta, GA

November 2021 to Present

Answer incoming calls assisting customers with their help insurance. Checking what their insurance coverage consist of before they can get services. HGS optimizes the patient journey and successfully manages call volumes with the right balance of humans and technology. Combining self-service, chatbots, and live agents ensures patient get the right information, fast. Provide vital info to patients and their families

Improve fundraising

Recruit and retain the best talent (staff, volunteers, partners) Protect organizational reputation

Prevent illness / promote health and wellness

Build community and referral relationships

Differentiate and convey expertise

• Provided assistance to clients

• Created customer appointments

• Scheduled reservations for customers

• Explained products and benefits

• Confirmed payments, refunds, etc.

Customer Service Representative

Concentrix - Augusta, GA

June 2021 to September 2021

Taking incoming chats for Avalon company, answering the questions the customers had in regards to the products we sold. Helping the customers get the products they wanted to purchase as well, Sharing recommendations about any other items that they wanted to include with their current or future purchases.

Customer Service Representative

Teleperformance - Augusta, GA

March 2021 to June 2021

Taking incoming calls for customers about their health care services, with Amerigroup. Answering any questions and assisting the customer on how to get the insurance signing up. Front Desk Agent

Sheraton-Augusta - Ga

September 2019 to March 2021

Post charges, such those for rooms, food, or telephone calls, to ledgers manually or by using computers; Compute bills, collect payments, and make change for guests. Make and confirm reservations. Greet, register, and assign rooms to guests of hotels or motels. Performance duties on a temporary basis when needed.

Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. Review accounts and charges with guests during the check-out process. Record guest comments or complaints, referring customers to managers, as necessary. Keep records of room availability and guests' accounts, manually or using computers. Transmit and receive messages, using telephones or telephone switchboards. Front Desk Agent

Days Inn & Suites - Clarksville, TN

February 2019 to May 2019

Keep records of room availability and guests' accounts, manually or using computers. Make and confirm reservations. Performance duties on a temporary basis when needed. Greet, register, and assign rooms to guests of hotels or motels. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. Transmit and receive messages, using telephones or telephone switchboards. Post charges, such those for rooms, food, or telephone calls, to ledgers manually or by using computers; Compute bills, collect payments, and make change for guests. Review accounts and charges with guests during the checkout process. Record guest comments or complaints, referring customers to managers, as necessary. Advise housekeeping when rooms have been vacated and are ready for cleaning. Convergys Customer Service Representative

Convergys - Clarksville, TN

July 2018 to April 2019

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Determine charges for services requested, collect deposits or payments, or arrange for billing. Refer unresolved customer grievances to designated departments for further investigation. Check to ensure that appropriate changes were made to resolve customers' problems. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. Dollar General Sales Associate

Dollar General - Clarksville, TN

May 2018 to August 2018

Responsibilities of greeting customers, organizing store shelves, ringing up purchases, and answering questions about products, services, and policy. As well as maintenance, such as sweeping and mopping floors, cleaning counter tops, and organizing back-room storage. Teacher

Next Generation Learning Center - Grovetown, GA

October 2015 to May 2017

Organize and lead activities designed to promote physical, mental and social development, such as games, arts and crafts, music, storytelling, and eld trips. Teach basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills. Observe and evaluate children's performance, behavior, social development, and physical health. Attend to children's basic needs by feeding them, dressing them, and changing their diapers. Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play. Tutor and assist children individually or in small groups to help them master assignments and to reinforce learning concepts presented by teachers. Establish and enforce rules for behavior, and procedures for maintaining order.

Teacher

Apple Tree Academy II - Evans, GA

March 2015 to November 2015

Attend to the Children and Interact with them with homework, developed ability to work in a fast-paced atmosphere Maintained excellent customer relations clean up the rooms and closed it down. Toddler 1 room assistant teacher.

Customer Service Representative

Unlimited cellular - Grovetown, GA

May 2014 to September 2015

Greet customers and ascertain what each customer wants or needs. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. Describe merchandise and explain use, operation, and care of merchandise to customers. Place special orders or call other stores to nd desired items.

Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. Compute sales prices, total purchases and receive and process cash or credit payment. Prepare sales slips or sales contracts. Inventory stock and requisition new stock. Ticket, arrange and display merchandise to promote sales.

Education

Associate's degree in Early Childhood Education

Penn foster career school

May 2009 to May 2010

High school diploma or GED

Skills

• Help Desk

• Teaching (2 years)

• Troubleshooting

• Desktop Support

• Network Support

• Microsoft Outlook

• Windows

• Remote Access Software

• Remote access software (1 year)

• Multi-line phone systems (10+ years)

• Analysis skills

• Microsoft Excel

• Cash handling (10+ years)

• Live chat (2 years)

• Remote access software (2 years)

• Technical support (5 years)

• Data entry

• Typing (10+ years)

• Spanish

• English

• Marketing

• Customer support (10+ years)

• Operating systems

• VPN (2 years)

• Cold calling

• CRM software (Less than 1 year)

• Customer relationship management

• Filing

• Google Suite

• Clerical experience (10+ years)

• Social media management

• iOS

• Computer literacy

• Basic math

• Phone etiquette

• Mac OS

• Customer service (10+ years)

• Host/hostess experience (10+ years)

• Telemarketing

Languages

• Spanish - Fluent

Certifications and Licenses

Teaching Certifications Additional Information Associate Teaching Certification

Present

Associate Degree Early Education

CPR Certification

First Aid Certification

Child Development Associate Certification

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