Service Representative Call Center Data Entry Qualify Assurance
Resume:
Shawnte L.B. Still-Addis
Cleveland, OH 44105
*********@*****.***
SKILLS
Computer literate
Able to type 60WPM
Excellent written skills
Customer service oriented
Very conscientious worker
Excellent communications
Excellent relationship building
Proficient in spreadsheet generation
Microsoft Word, Excel and Power Point
Extremely organized and able to multitask
Will remain professional in an employment setting
WORK HISTORY
Amazon Fulfillment Center
21500 Emery Road
North Randall, OH 44128
-sorting and storage of items to prepare for shipping
Dates of Service: December 29, 2021 – August 22, 2022
Integrity Energy
5711 Grant Avenue
Cleveland, OH 44105
-offering businesses rates by phone for electricity and gas in bulk to give price protection in a variable market
Dates of Service: July 12, 2021 – September 21, 2021 (Temporary)
Cleveland Clinic
9500 Euclid Avenue
Cleveland, OH 44195
Patient Services Specialist for Heart/Vascular Department
-Assisting patients with checking in, referrals & rescheduling
Dates of Service: 12/4/2020 – 2/18/2021 (Temporary)
Loan Protector
6680 Parkland Blvd
Solon, OH 44139
Customer Service Specialist. Hired: September 12, 2016 – December 1, 2020
-Resolving customer issues for various banks regarding payments, refunds, Lender Placed coverages for home insurances required for the loans
- Received training and worked in the Escrow Department to resolve cancellation and payment issues
-Received training and worked in the Document Processing Department
Crestwood Management
23905 Mercantile
Beachwood, OH 44122
Hired: 10/4/1996 – Last Date of Service: 2/26/2016
Quality Assurance Analyst April 2010 – 2/26/2016
Crestwood Management/WGL Energy Services Beachwood, OH
Listened to agent’s calls with customers remotely (listening from my desk), side by side (sitting with the agent) or recorded (pulled a call from that past week and reviewed it with the agent). Graded those calls also via performance sheet based upon proper greeting, using proper grammar, answering a customer’s questions correctly, giving correct contract/billing information and provide customer with all necessary information regarding their account.
Assisted agents on the floor via chat or at their desks in regards to customer questions and or accounts
Shawnte L.B. Still-Addis
4123 E. 106th St
Cleveland, OH 44105
*********@*****.***
Did the Daily Adherence to supply for Supervisors and Managers. This consisted of keeping up if the agent was on the phone for a sufficient amount of time to make sure that they were not off task too long with after call work. Also managed reports to insure daily agents did not exceed 10-minute restroom times, 20-minute break times and 30-minute lunch breaks. Reports were generated daily from application set up via Five9 system from Call Center Supervisor, received by myself and all other supervisors. I would transfer the reports onto an Excel spreadsheet daily. At the end of the month, I gathered all of the data from the month and determined the agents’ averages for adherence and sent to each supervisor/manager.
Investigated Coaching Opportunities weekly sent via spreadsheet from the Resource Manager. This involved arranging error reports for agents, sent to each agent via individual email, then reviewed each individual account with each individual agent. During each agent meeting, I explained what the issue was and how to resolve it moving forward. Repeat occurrences were directed to the agents’ supervisor and then a course of action with the agent would be determined.
The reason for leaving Crestwood Management is their client, WGL Energy Services decided to move their call center to their corporate offices. Being that their company brought in 80-90% of Crestwood Management’s revenue, the entire department was laid off.
Customer Service Representative August 2006 – March 2010
Crestwood Management/WGL Energy Services Beachwood, OH
Answered and resolved questions/concerns/inquiries about but not limited to billing, cancellations, renewals, complaints, budget inquiries, usage, contracts, therms/kWh usage.
Was promoted to the position of Quality Assurance Analyst in April 2010
Project Manager October 2001 – August 2006
Crestwood Management/Life Line Screening Beachwood, OH
Assistant to Project June 2005 – February 2006
Crestwood Management/Med Assist Beachwood, OH
Project Manager March 2000 – September 2002 Crestwood Management/Savewell Beachwood, OH
For LifeLine Screening, trained of all agents on the basis of the program, the information on their four screenings (carotid artery, abdominal aortic aneurysm, ankle brachial index and osteoporosis) and proper scheduling of screenings on their appointment application
Assisted agents with questions on calls for both Life Line Screening and Savewell
Shawnte L.B. Still-Addis
4123 E. 106th St
Cleveland, OH 44105
*********@*****.***
Communicated with the client daily basis via email, or telephone to discuss issues needing immediate attention.
Ran daily phone reports to ensure that there is sufficient phone coverage and that the abandon rate (dropped calls) was reasonable.
Traveled to meet clients for meetings or necessary training updates to return to Crestwood to update our employees and/or management
For Savewell and Med Assist, entered customer data on the extranet to place them in the system as new customers or for refills.
The reason that I ceased being Project Manager for Crestwood Management/Savewell was it being a division of Medical Mutual and was not generating enough revenue, and they ended the program. MedAssist was a short-term contract with Crestwood Management, and they decided to end it. Life Line Screening decided to open up their own secondary call center, so they no longer needed Crestwood Management. This was the reason that I transferred to Crestwood Management/WGL Energy Services department in August 2006.
Outbound Call Agent July 1996 – February 2000
Crestwood Management Beachwood, OH
Did outbound calls for the company’s clients’ such as America OnLine, Compuserve, Revco, Mac Tools, Matco Tools, Developer’s Diversified to give customers’ a courtesy call of their past due balances, inquire when they will make payment and document the account on the company’s CUBS (Columbia Ultimate Business Systems)
Was promoted from part time to full time in October 1996. Was also promoted from Outbound Call Agent to Project Manager of Savewell March 2000.
EDUCATION
ITT Technical Institute – Warrensville Heights, Ohio
Associate of Applied Science in Business Management
March 2016-June 2016
University of Akron – Akron, Ohio
Bachelors Business Management
August 1995 – May 1997
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