Customer Service Professional - 10+ Years Experience

SHEMECA CHARLES Las Vegas, NV 310-***-**** *************@*****.***

Professional Summary

Customer Service Professional with 10+ years of experience in fast-paced environments. Skilled in resolving complex issues, managing high-volume communications, and improving operational efficiency. Proven track record in customer satisfaction, process improvement, and team collaboration.

Professional Experience

Performance Driven Workforce – Las Vegas, NV Driver Sep 2025 – Present

* Conduct pre-production vehicle testing; evaluate performance, comfort, and durability.

* Provide actionable feedback to engineering teams to enhance vehicle quality.

* Perform 8–10 hour test drives in small groups; no technical experience required.

NYU Langone Health – Las Vegas, NV Customer Service Representative Jan 2023 – Oct 2023

* Managed 80+ daily calls with 98% system accuracy.

* Streamlined processes, reducing average call handling time by 15%.

* Achieved 92% CSAT; contributed to 10% reduction in escalated cases.

Assurant – Las Vegas, NV Customer Service Specialist II Mar 2022 – May 2023

* Resolved service issues with 85% first-call resolution, boosting retention by 12%.

* Maintained <1% error rate in case documentation and data entry.

* Improved team compliance by 8% through quality assurance collaboration.

Cash Factory USA – Las Vegas, NV Customer Service Representative Apr 2018 – Apr 2023

* Processed 50+ personal loans daily with 99% accuracy.

* Reduced repeat tech inquiries by 20% through basic tech support.

* Conducted peer audits, maintaining team rating of 4.8/5.

The Rio (Caesars Entertainment) – Las Vegas, NV Cage Cashier Apr 2018 – Apr 2019

* Handled $10,000+ daily cash transactions with zero discrepancies.

* Maintained customer satisfaction ratings above 90%.

Worldwide Flight Services – Las Vegas, NV Lead Agent Mar 2014 – Mar 2018

* Managed flight documentation with 98–100% accuracy.

* Provided frontline customer support, receiving commendations for excellence.

Education

Career College of America – Los Angeles, CA Diploma in Medical Billing Apr 2009 – Aug 2010

Core Skills

* Customer Service Excellence Conflict Resolution Call Management

* Data Entry & Documentation Peer Review & Quality Control

* Loan Processing & Cash Handling Technical Support Time Management

* Team Collaboration & Communication

Technical Skills

* Microsoft Office Suite (Word, Excel, Outlook)

* CRM & Call Center Software

* Typing Speed: 55+ WPM

Professional Experience

NYU Langone Health - Las Vegas, NV

Customer Service Representative Jan 2023 - Present

• Researched and analyzed customer service issues to streamline process improvements, reducing average call handling time by 15%.

• Managed high-volume inbound/outbound calls averaging 80+ per day while maintaining a 98% accuracy rate in system record updates.

• Delivered prompt resolutions achieving a customer satisfaction score (CSAT) of 92%.

• Participated in peer review sessions that improved service delivery quality, leading to a 10% reduction in escalated cases.

Assurant - Las Vegas, NV

Customer Service Specialist II Mar 2022 - May 2023

• Handled an average of 70+ daily calls and customer account inquiries with a first-call resolution rate of 85%.

• Accurately processed data entry and case documentation with less than 1% error rate.

• Resolved service issues efficiently, contributing to a 12% increase in customer retention.

• Collaborated with peers in quality assurance reviews, improving team compliance by 8%. Cash Factory USA - Las Vegas, NV

Customer Service Representative Apr 2018 - Apr 2023

• Processed over 50 personal loans daily, maintaining 99% accuracy in sensitive customer information handling.

• Provided basic tech support, reducing repeat technical inquiries by 20%.

• Conducted peer audits, helping maintain a team performance rating of 4.8/5. The Rio (Caesars Entertainment) - Las Vegas, NV Cage Cashier Apr 2018 - Apr 2019

• Handled cash transactions averaging $10,000 daily with zero discrepancies.

• Delivered professional, friendly service contributing to positive customer feedback ratings above 90%.

• Performed routine data entry related to financial operations with 100% accuracy. Worldwide Flight Services - Las Vegas, NV Lead

Agent Mar 2014 - Mar 2018

• Oversaw flight documentation processes ensuring 100% on-time execution.

• Provided front-line customer support at airport terminals, receiving commendations for excellent service.

• Conducted administrative support duties, including data entry and report preparation with 98% accuracy.

Education

Career College of America - Los Angeles, CA

Diploma in Medical Billing Apr 2009 - Aug 2010

Key Skills

Customer Service Excellence Inbound/Outbound Call Management Conflict Resolution & Problem Solving Data Entry & Documentation Peer Review & Quality Control Loan Processing & Cash Handling Basic Technical Support Time Management & Multi-tasking Medical Billing Knowledge Team Collaboration & Communication

Technical Proficiencies. Microsoft Office Suite (Word, Excel, Outlook) CRM Systems & Call Center Software Typing

Speed: 55+ WPM

Contact this candidate