Shenelle Torrence
Lilburn
Summary
Customer service professional with extensive experience in resolving customer issues and ensuring satisfaction. Known for strong teamwork, effective communication, and problem-solving abilities. Reliable, adaptable, and empathetic in building lasting customer relationships. Proven track record in maintaining high levels of customer satisfaction and loyalty. Skilled in conflict resolution, customer service solutions, and achieving organizational goals through efficient, results-driven service.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
TTEC
01.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
Personal Assistant
Courtney Mosley
01.2022 - 01.2024
- Enhanced employer's productivity by managing schedules, organizing meetings, and overseeing correspondence.
- Streamlined communication for better efficiency between executive and team members by acting as a liaison.
- Displayed absolute discretion at handling confidential information.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Maintained appropriate filing of personal and professional documentation.
Customer Support Representative
Walmart
01.2021 - 01.2022
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Inventory Specialist
WIS
02.2020 - 12.2020
- Completed physical inventory counts each month.
- Performed data entry and completed proper paperwork.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Monitored and adjusted inventory levels to meet customer needs and demands.
- Completed stock inventories to identify and address issues negatively impacting controls.
- Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
Receptionist
The Village Vets Stone Mountain
02.2019 - 01.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered central telephone system and directed calls accordingly.
Event Specialist
Crossmark
08.2012 - 01.2013
- Enhanced attendee experience by meticulously planning and executing event logistics.
- Ensured smooth event operations through diligent coordination with vendors and staff members.
- Boosted overall event attendance by implementing targeted marketing strategies.
- Developed engaging event programs, resulting in increased participant satisfaction and retention.
Education
No Degree - Medical Billing & Coding
Chattahoochee Technical College
Marietta, GA06.2027
Skills
- Team collaboration
- Deadline-driven mindset
- Product inspection
- Adaptable to change
- Effective communication
- Product Recommendations
- Customer Service
- Inventory Tracking
Timeline
Customer Service Representative
TTEC
01.2024 - Current
Personal Assistant
Courtney Mosley
01.2022 - 01.2024
Customer Support Representative
Walmart
01.2021 - 01.2022
Inventory Specialist
WIS
02.2020 - 12.2020
Receptionist
The Village Vets Stone Mountain
02.2019 - 01.2020
Event Specialist
Crossmark
08.2012 - 01.2013
No Degree - Medical Billing & Coding
Chattahoochee Technical College
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