Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cherelle Shabazz

Fairburn,GA

Summary

Dynamic customer service professional with a proven track record at TSI, excelling in high-volume environments. Recognized for achieving a 95% customer satisfaction score, leveraging strong problem-solving skills and attention to detail. Proficient in CRM systems, with excellent communication abilities and a commitment to meeting productivity goals.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

TSI
05.2025 - Current
  • Assisted residential and commercial customers with billing inquiries, service requests, and outage reports, ensuring accurate and timely resolution.
  • Handled high-volume inbound calls 60 per day on average, maintaining professionalism and empathy in fast-paced utility industry environment.
  • Explained complex electric and gas service policies, rates, and account options in clear, customer-friendly language.
  • Processed payments, set up new accounts, and arranged service transfers/disconnections in compliance with company policies and regulatory requirements.
  • Collaborated with dispatch, field technicians, and billing departments to resolve escalated service issues efficiently.
  • Consistently exceeded performance metrics, achieving 95 customer satisfaction score, reduced average call handling time, met or exceeded monthly service targets.
  • Utilized CRM systems and billing software to maintain accurate records and improve service delivery.

Transportation Security Officer

Homeland Security
05.2018 - 09.2024
  • Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
  • Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
  • Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
  • Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
  • Completed extensive training in emergency response protocols related to fire safety and hazardous material handling
  • Performed pat-downs to look for unauthorized materials and weapons.

Frontier Communications

Technical Support
08.2016 - 01.2018
  • Resolved connectivity issues.
  • Provided setup assistance for modem configurations, along with resetting web mail and Wi-Fi credentials, ensuring customer access to Internet services and educating them on outage protocols.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Worked effectively in fast-paced environments.

Production Clerk

World Changers Church International
10.2013 - 12.2014
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Maintained filing system and organized customer documents for easy retrieval of information.
  • Prepared and maintained comprehensive production reports to highlight production developments for management review.
  • Reviewed building plans and zoning permit applications to verify compliance with requirements such as bulk, placement and parking ratios.
  • Collaborated with cross-functional teams to align production plans with customer requirements.

DHL Global Mail

Data Entry
10.2012 - 10.2013
  • Accurately entered and managed customer order data, ensuring adherence to formatting standards
  • Secure backup of sensitive information while providing clerical support including document distribution and communication management.
  • Self-motivated, with a strong sense of personal responsibility.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Learned and adapted quickly to new technology and software applications.
  • Paid attention to detail while completing assignments.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Education

High School Diploma -

Chattahoochee High School
Alpharetta, GA
05-2005

Skills

  • Experience in a Technical Support,Customer Service Representative role and Data Entry
  • Able to type at least 45 words per minute
  • Strong attention to detail with the ability to accurately document support tickets
  • Comfortable working independently and meeting productivity goals
  • Excellent verbal and written communication skills
  • Positive attitude and strong problem-solving mindset
  • Ability to prioritize and manage multiple tasks effectively
  • Proficiency in Windows-based software and Microsoft Office tools

Timeline

Customer Service Representative

TSI
05.2025 - Current

Transportation Security Officer

Homeland Security
05.2018 - 09.2024

Frontier Communications

Technical Support
08.2016 - 01.2018

Production Clerk

World Changers Church International
10.2013 - 12.2014

DHL Global Mail

Data Entry
10.2012 - 10.2013

High School Diploma -

Chattahoochee High School

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Cherelle Shabazz