Shannel Ferguson

**** * ******* **, *** ****

Columbus, GA 31903

Mobile: 762-***-****

Email: adu7ym@r.postjobfree.com

Job Objective

Strong interest in a full-time Customer Service Representative position that will benefit from my experience, my unique talents and accomplishments, and will contribute to my professional growth. In addition, I would like to maintain a telecommute (WFH) setting.

Experience

SpectraForce, Inc

May 2021 to August 2021

Customer Service/Call Center - Remote

Handled inbound calls in a virtual/remote call center environment. Displayed professional demeanor while assisting customers with inquiries. Accepted credit/debit card payments for products.Answered all questions as well as educated customers of the products.

Resolved issues with customer orders.Performed ongoing in house training including made updates or adjustments of any job related changes.

Received extensive paid training in order to become more proficient in the job.Resolved any issues customers were having with enrollment of the company benefits.

Customer Service Representative

Trained within a virtual classroom

Trained in a virtual Learning Hub platform

Received coaching and further assistance from team leader. Handled high volume, inbound calls.

Displayed excellent verbal and written communications with other team members as well as with my supervisors. Gathered pertinent, personal as well as sensitive information in order to complete their orders. Accepted payment information to complete orders for customers. Completed ongoing remote training to stay in compliance with the Client's company, State laws as well as their protocols.

Teleperformance USA, Inc.

August 2020 – January 2021

Disability/Health Insurance Agent

Enrolled Medicare beneficiaries into Medicare Advantage Part C Health Plans. Prequalified prospective recipients for Part A & Part B prerequisites. Gathered personal information such as name, address, phone number and credible healthcare coverage. Obtained State of Idaho Disability/Health Insurance Agent. Discussed Healthcare plans and/or Part D prescription drug plans to potential beneficiaries. Searched and matched plans that met needs of their unique health concerns. Referred beneficiaries to the Medicare website whenever healthcare carriers were not available in their service area. Explained in detail their new policy features and benefits. Disclosed both their state and federal regulations and rights during the enrollment process. Emailed healthcare plans directly with optional functions to self-enroll into desired plans. Recapped any pertinent information before ending the call. Handled inbound virtual call center from home.

Jacob Communications, Inc.

October 2015 – December 2018

Call Center Inbound

Responded to and handled incoming calls inquiring about billing, credits, and general complaints within a timely manner.

Maintained a professional and caring telephone presence while reassuring customers of their concerns. Performed multi-tasking skills in a fast-paced environment such as technical support issues, billing inquiries, collection of various payment methods accepted and processed as well as multiple other tasks. Arranged scheduled payment arrangements and informed customers of service interruptions. Created trouble tickets for any unresolved technical issues or known technical alerts or issues. Attended ongoing and continuous training regarding any updates or changes concerning products or services that were being offered to customers.

WDS/Xerox

June 2014 – January 2015

Technical Support Specialist

Demonstrated advanced product knowledge and the ability to resolved customer issues on the first call as frequently as possible.

Opened and managed trouble ticket system for User issues, Voice Network, Data Network, Video Network and OS issues.

Displayed patient, courteous and friendly interactions with customers at all times. Demonstrated a positive attitude at all times.

Addressed and solved technical problems in a timely manner and complete all work assignments within reasonable time frames.

Adhered to all work schedule assignments.

Abided by and supported management directives and adhere to all policies. Performed other tasks as assigned by Management

Displayed strong understanding of Communication (Video, Data and Voice) networking PC Hardware/Software and Operating Systems.

Displayed working knowledge of the Microsoft Office Products - Excel, Access and Word. Displayed excellent verbal and written communication skills. Displayed ability to work independently and multi-task Accomplishments

I worked for WDS/ Xerox, receiving valuable state of the art training working with the latest technology within the industry. While there I worked with one of their most prestigious accounts for Verizon Wireless. My performance as a Technical Support Specialist rendered skills and experience that I feel would be extremely useful to your organization. In addition, also performed as a Customer Service Representative in the capacity as a full-time subcontractor for Comcast. Furthermore, I have several years of customer service experience within the Telecommunication Industry.

Education

Baltimore City Community College Baltimore, MD

Multi-Skilled Technician Paralegal Studies

Certificate of Completion, March 2011

Paralegal Institute of Washington Washington, DC

Certificate for Paralegal Studies, April 2009

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