Customer Service Talent Acquisition

SHAUN WILKERSON

CUSTOMER SERVICE

CONTACT

***- ***-****

******.*********@*****.***

Durham, NC

SKILLS

Talent Acquisition & Recruiting

Remote Work & Team Management

Confidentiality & Compliance

Microsoft Office Suite (Word, Excel, Outlook)

Conflict Resolution

Analytical Thinking

Problem-Solving

Adaptability

Data Integrity

Time Management

Attention to Detail

Call center experience

Problem-solving abilities

PROFESSIONAL SUMMARY

Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.

EXPERIENCE

October 2023 - Present

Junior Branch Manager

Sixt Rent A Car, Morrisville

Facilitated conflict resolution between customers and staff members, improving the branch's reputation for quality service.

Conducted regular audits of branch activities to ensure accuracy in all areas of operation.

Enforced branch compliance with audit and regulatory procedures.

Directed daily branch operations, leading the team to exceed monthly sales goals.

Maintained high level of employee morale to minimize turnover and maximize customer satisfaction.

April 2022 - May 2023

Eviction Prevention Specialist

Telamon Corporation, Raleigh

Facilitate tough conversations with applicants and tenants when necessary about eligibility requirements

Maintained meticulous records of client interactions and case notes in compliance with confidentiality and documentation standards.

Established relationships with key stakeholders, including law enforcement officials, healthcare providers, and government agencies, who are involved in promoting healthy behaviors.

Maintained records regarding program objectives, outcomes, and metrics used to measure success.

March 2018 - October 2021

Human Resource Manager

Final Mile Inpax Shipping Solutions, Durham

Resolved employee relations concerns and facilitated grievance procedures, fostering a constructive workplace atmosphere

Established and oversaw human resources policies and systems, maintaining adherence to legal standards.

Ensured compliance with federal, state and local employment laws regarding all aspects of Human Resources management.

Recruited and onboarded new employees, ensuring compliance with regulatory requirements.

Maintained accurate records of personnel-related data using HR software systems such as ADP Workforce Now or Oracle PeopleSoft HCM Suite.

March 2017 - March 2018

Research Associate

CoStar, Richmond

Compiled and analyzed data on property transactions, ownership, and market trends, ensuring accurate representation of commercial real estate developments

Enhanced market intelligence by conducting thorough research on space listings, sales, leases, and construction projects

Fostered positive client relationships, providing expert guidance on property positioning to maximize attraction of suitable buyers or tenants.

January 2013 - February 2017

Customer Service Representative

Blue Cross Blue Shield, Raleigh

Addressed customer complaints and concerns, via inbound and outbound call upholding quality improvement policies and achieving satisfactory resolutions

Facilitated effective communication with healthcare providers to resolve service-related issues

Handled member and provider inquiries across multiple channels, including phone and email, ensuring prompt and precise information delivery.

Responded to telephone inquiries and complaints following standard operating procedures.

Maintained an updated knowledge base of current products, services, pricing, promotions.

EDUCATION

January 2006

Associate Degree

Wake Tech Community College, NC

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