Customer Service Experience

Shawna Virgil

*********@*****.*** 319-***-**** Fort Madison, IA

SUMMARY

Seasoned Customer Service Professional with 9 years of experience; adept in handling customer inquiries and complaints with courtesy and efficiency. Proven track record in training staff, resolving conflicts, and building customer loyalty. Seeking to leverage communication skills and managerial experience in a customer service role. WORK EXPERIENCE

shyftoff fort madison

customer service rep/remote Jul 2023 - Jan 2025

• Provided exceptional customer service by addressing and resolving customer inquiries and issues through various communication channels, including phone, email, and chat.

• Maintained a high level of customer satisfaction by ensuring timely and accurate responses to customer requests and concerns.

• Collaborated with team members and other departments to troubleshoot and resolve complex customer issues, ensuring a seamless customer experience.

• Utilized CRM software to document customer interactions and track issue resolution, contributing to improved service delivery and customer retention.

• Participated in training and development sessions to enhance product knowledge and customer service skills, leading to increased efficiency and effectiveness in handling customer interactions.

• Identified opportunities for process improvements and provided feedback to management to enhance overall customer service operations.

Shiftsmart Fort Madison, IA

Customer Service Representative, Remote Jan 2020 - Jun 2024

• Managed a broad range of customer inquiries and resolved complaints, ensuring resolution satisfaction and fostering client loyalty.

• Utilized advanced verbal and written communication abilities to interact professionally with customers across various channels.

• Employed effective problem-solving strategies to address customer issues, enhancing overall service quality and customer experience.

Super 8 hotel Fort Madison, IA

Assistant Manager Jul 2020 - Present

• Train new team members in customer service excellence, cash management, and adherence to safety standards.

• Resolve customer concerns with professionalism, ensuring satisfaction and loyalty.

• Oversee daily operational management, including staff coordination and inventory oversight.

• Conduct employee performance evaluations and support recruitment efforts through interviewing and candidate assessment.

Hgs Fort Madison, IA

Medical Customer Service Representative remote Jan 2018 - Jun 2023

• Addressed customer inquiries and resolved complaints with professionalism, ensuring a high level of satisfaction and service excellence in a medical office environment.

• Fostered strong relationships with patients, medical staff, and physicians through effective and empathetic communication, enhancing customer loyalty.

• Managed claims processing by reviewing, responding to incoming mail, and conducting research on healthcare claims, adhering to stringent deadlines.

• Handled appeals for denied claims by third-party payers, crafting detailed appeal letters and analyzing explanations of benefits to ensure accuracy in billing.

EDUCATION

Fort Madison Senior High

Communication, Communication

Fort Madison, IA

Jun 1993

SKILLS

Cost Reduction • Task Delegation • Operations Management • Product and Service Knowledge • Employee Performance Evaluations • Employee Scheduling • Money Handling • Staff Supervision • customer service • Communication Skills • Problem-Solving • Conflict Resolution • Active Listening • Patience • Empathy • Computer Proficiency

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