Customer Service & Operations Leader with 20+ Years Experience
Resume:
SHANTAE HILL
Hattiesburg, MS *****
********@*****.***
Professional Summary
Manager with 20+ years of experience in operational leadership and customer service excellence, specializing in team management and quality control. Demonstrates a proven track record in enhancing operational efficiency and delivering empathetic client support. Skilled in inventory control, data collection, and maintaining high standards in fast-paced environments, seeking to leverage expertise in a customer service representative role.
Authorized to work in the US for any employer
Authorized to work in the US for any employer
Work Experience
Personal Care Assistant
Private party/home owner.-Hattiesburg, MS
April 2023 to Present
• Offered companionship during meal times, engaging in conversation while assisting with feeding if needed
• Supported clients in maintaining social connections by organizing visits from friends or arranging phone/ video calls
• Attended to personal hygiene needs including oral care, hair grooming, and toileting assistance
• Collaborated effectively within a team of caregivers to ensure continuity of care for all clients
• Demonstrated patience and empathy when dealing with memory loss or cognitive decline in elderly clients
• Provided emotional support during difficult times by actively listening and offering companionship
• Assisted with mobility devices such as walkers or wheelchairs to enhance client's mobility capabilities
• Implemented exercise routines to promote physical mobility and independence for clients
• Created a warm and supportive environment by engaging in meaningful conversations and activities with clients
• Provided compassionate and personalized care to elderly clients, ensuring their safety, comfort, and well-being
Customer Service Agent
SaviLinx-Hattiesburg, MS
May 2025 to December 2025
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction ratings
• Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
• Maintained detailed records of all interactions using CRM software to track customer preferences, history of inquiries/resolutions for future reference
• Participated in regular training sessions to stay updated on new products/services/features as well as best practices for delivering exceptional customer experiences
• Contributed positively to team morale through active participation in team meetings/activities fostering a collaborative work environment focused on achieving shared goals Customer Service Agent - Call Center
Axion Contact LLC-Bell-PA
January 2024 to February 2025
• Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
• Maintained detailed records of all interactions using CRM software to track customer preferences, history of inquiries/resolutions for future reference Call Center Agent
SaviLinx-Hattiesburg, MS
October 2024 to December 2024
• Handled inbound calls from customers with open enrollment
• Navigated through system to find the right information
• Operated in a timely manner from home
• Worked with whole team to find correct information while having compassion and empathy throughout whatever situation customer was experiencing
Education
High school diploma
Waynesboro, MS
January 1993 to May 1995
Skills
• CRM software
• Attention to detail
• Windows
• Customer Support (Experienced)
• Government agency customer support
• Call center experience
• Microsoft Outlook
• Customer support - Customer support experience (6-10 years)
• Multitasking
• English
• Phone call management
• Problem Solving
• Client rapport building
• Phone etiquette
• Live chat
• Time Management (Experienced)
• CRM system proficiency
• HIPAA
• Phone communication
• Professionalism
• Ethernet
• Microsoft Excel
Languages
• Bilingual
• English
Certifications and Licenses
Driver's License
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