Service Rep Customer
Resume:
Shantae Curl
**************@*****.***
Objective
To obtain a position within a corporation that will allow me to apply my extensive management, leadership and customer service skills that has equipped me to adapt to a fast paced environment with organization, sales, budgeting, excellent written and verbal communication skills. Provide a professional environment for my team while exceeding goals without compromising quality or integrity. Education
● Graduation Date: May 2011
Work Experience
July.2019-Dec.2022 Concentrix Corp
MSRTeamLeader/ Customer service Rep-
Remote(Sofi financial institution/Bank)
● Use knowledge-based systems and other
tools to deliver technical support solutions
● Inbound and outbound calls
● Escalated calls
● Group coaching/individual evaluations
● Monitoring teams stats such as after call
work,detractors,promoters, and opportunities
to better customer service experience.
● Reviews customer satisfaction and other
operational metric results on a
daily/weekly/monthly basis to identify trends
in performance; produces monthly
management reports.
● Providing technical expertise on inbound
calls or other electronic input (e.g. website,
CHAT or email) from customers for the
purpose of resolving customer issues with
devices (e.g. laptops, tablets, smart phones
and other consumer electronics) and
software
● Listen attentively to customer needs and
concerns; demonstrate empathy while
maximizing opportunity to build rapport with
the customer
● Analyzes and evaluates inbound and
outbound calls/chats/emails in accordance
with our quality guidelines.
● Training and overseeing as team leader
● Ensure customer service needs are met
through coaching in a timely manner.
● Provide coaching and feedback to the TMs
and by requesting QA trends and
opportunities.
● Greet customers in a courteous, friendly, and
professional manner using agreed upon
procedures
● Maintain broad knowledge of client products
and/or services
● Prepare complete and accurate work
including appropriately notating accounts as
required
● Participate in activities designed to improve
customer satisfaction and business
performance
● Offer additional products and/or services
Track, document and retrieve data
● Student loan and Personal operations and
functions
July 2018-June 2019 S2 Residential
- Emile Apartments
Investment Manager [4200 Cypress Creek PKWY Houston Tx.](Conventional Class A[240 units]
October 2017-July 2018 Chamberlin and Associates LLC- Knightsbridge Senior Apartments
Property Manager [3455 FM 1960 Rd W Humble Tx.](Tax Credit [120 units] October 2015-September 2017 Dominium Management-Villa Springs Apartments/Humble Memorial Senior Property
Property Manager [15101 Blue Ash Dr.](Tax Credit [216 units]) July 2015-October 2015 Career Strategies
- Cullen Parks Apartments
Assistant Manager [4700 Wenda](Tax Credit[342
units])
June 2014-September 2014 Avalonbay Communities
- Memorial Heights Villages
Community Consultant [225 S. Heights blvd.](Conventional[348 units])
Skills and Accomplishments
● Excellent Management and Sales
● Superior Customer Service Skills & Detail Oriented
● Extremely knowledgeable in team leading operations and procedures
● Conflict resolution
● Computer Skills (Microsoft Office, Online Calendars,Excels, dual monitor usage )
● Knowledgeable In (Avaya,Quick connect,Duo,OKTA,Workforce,Estart,Max contact,Sofee, OKB,Onesite,MRI,Lotus Notes,Salesforce,Bluemoon,Yardi,Nationwide Eviction,SRI, Entrata,Outlook,Check Scanner, Appfolio,Resman )
Contact this candidate