Call Center Customer Service
Resume:
Shannon Adams
Fayetteville, GA *****
****************@*****.***
Professional Summary:
• Dedicated and results-driven Customer Support Specialist with over 8+ years of experience delivering high-quality service in fast-paced call center and customer-focused environments.
• Proven track record in resolving complex customer issues, managing client inquiries, and exceeding performance targets.
• An astute problem-solver capable of prioritizing and managing complex projects with proficiency
• Skilled in online communication, CRM systems, Microsoft Office, and problem-solving with a strong emphasis on empathy and professionalism.
• Adept at handling high call volumes, generating sales leads, and fostering long-term customer relationships through trust and proactive support.
• Recognized for initiative, critical thinking, and a collaborative approach to achieving team and organizational goals. Education:
• Bachelor's degree in Business Administration
Bauder College-Atlanta, GA, January 2008 to May 2010
• Bachelor's degree in Sociology
Morris Brown College-Atlanta, GA, August 2002 to May 2004 Skills:
• Customer Service
• Technical Support
• Help Desk Support
• Software & Network Troubleshooting
• Active Directory
• Microsoft Windows & Windows Server
• VPN & Remote Access
• Microsoft Office (Word, Excel, Outlook)
• Google Suite (Docs, Drive)
• CRM & Account Management
• Data Entry & Organizational Skills
• Communication Skills (Phone, Email, Live Chat)
• Sales & Upselling
• Project Management
• Medical Terminology
• Procurement & Purchasing
• Information Security
• Front Desk & Hospitality Services
• Phone Etiquette
Work Experience:
Federal Customer Representative
SBA - (Turn2Partners/ Advanced Technology/ Common Wealth Technologies Inc.) -Atlanta, GA Mar 2022 to May 2025
• Answered high call volume by managing 100-140 calls daily
• Acted as a Team Lead and Management Supervisor
• Provided FAQ about Covid and Disaster Loan qualifications and eligibility
• Walked callers through self-service options to check when their loans will be deposited or mailed out
• Provided answers for detailed questions on their EIDL loans, PPP loans and amendments and repayments
• Educated of their accounts, repayments status, and building individual profiles to manage their repayment details and loan details
• Helped Customers with tech issues, account creations, password resets, and login credential issues
• Promoted SBA Grants and Loan Programs for customers to apply
• Discussed eligibility for loans and grants and help customers align paperwork so they can be approved.
• Loan debt collections and Data Entry into CRM
• Handled escalation calls and supervised Team of 15 agents Patient Care Customer Service Representative
Quest Diagnostics-Tampa, FL Jun 2021 to Feb 2022
• Used data to do analytical tasks and charting tasks related to patient information
• Communicated with patients about their status and condition through emails, phone and face-to-face conversations
• Managed patient accounts with contact information, insurance and financial information in a confidential manner
• Scheduled patient visits and answer questions, including billing and preparation
• Ensured services comply with state and federal regulatory requirements
• Processed medical claims and payments
Customer Service Representative
Department of Treasury Internal Revenue Services-Atlanta, GA Jan 2021 to May 2021
• Telephone assistant answered high call volume
• Provided FAQ about stimulus qualifications and eligibility
• Walked callers through self-service options to check when their stimulus will be deposited or mailed out
• Provided answers for detailed questions on tax refunds and amendments
• Educated on Cares Act
Call Center Representative
V XI Global Solutions Call Center Atlanta GA-Atlanta, GA Feb 2017 to Sep 2020
• Discussed billing and troubleshooting customers as they arrive and direct them to merchandise they need
• Assisted customers with buying decisions when required
• Calculated discounts as appropriate
• Handled product recalls
• Attempted to persuade customer to reconsider cancellation
• Informed customers of deals and promotions
• Sold products and services
• Utilized computer technology to handle high call volumes
• Worked with customer service manager to ensure proper customer service is being delivered
• Closed out or open call records
• Compiled reports on overall customer satisfaction
• Read from scripts
• Handled changes in policies or renewals
• Resolved customer complaints via phone, email, mail or social media
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