Summary
Overview
Work History
Education
Skills
Timeline
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Shkera Dennis

Shkera Dennis

Forsyth

Summary

Dynamic Customer Service Representative with extensive experience in sales, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction and loyalty through effective communication and conflict resolution. Skilled in data entry and sales expertise, consistently achieving targets while maintaining a professional demeanor in high-pressure environments.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Alorica
10.2022 - Current
  • Addressing member questions and concerns related to their Blue Cross Blue Shield health insurance.
  • Troubleshooting issues and finding solutions for members, potentially escalating to a supervisor when necessary.
  • Providing accurate information about benefits, coverage, claims, and other
  • Maintaining and updating customer information in the system, and potentially engaging in upselling activities.
  • Recording call details and outcomes for reporting and auditing.
  • Handling calls with courtesy and empathy, ensuring a positive customer experience.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Service Representative

Cox Communications
03.2020 - 08.2022
  • Primarily handles inbound calls from customers interested in Cox services, focusing on sales and customer service within a call center environment.
  • Understanding customer requirements and recommending appropriate Cox products and services.
  • Prospecting for new leads, closing sales, and achieving or exceeding sales targets.
  • Maintaining up-to-date knowledge of Cox products, services, and promotions.
  • Providing excellent customer service, resolving issues, and building positive relationships.
  • Managing customer accounts, processing orders, and updating customer information
  • Maintaining accurate records of sales activities and utilizing sales systems.
  • Developing and maintaining positive relationships with customers, partners, and other stakeholders.
  • Adhering to company policies, ethical standards, and relevant regulations.

Customer Service Representative

AT&T
02.2017 - 01.2020
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintaining a strong understanding of AT&T's offerings, including features, pricing, and promotions.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Engaging with customers, understanding their needs, and recommending suitable solutions.
  • Completing necessary paperwork, service agreements, and warranty information.
  • Responded to customer requests for products, services, and company information.
  • Utilizing sales techniques to close deals and potentially upsell additional products or services.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Selling AT&T's wireless products, services, and plans

Education

Griffin High School
Griffin, GA
05.2015

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Follow-up skills
  • Paperwork processing
  • Order processing
  • Appointment scheduling
  • Documentation
  • Data collection
  • Building rapport
  • Technical support
  • Live chat support
  • Sales expertise
  • Account updating
  • Quality assurance controls
  • Warranty service

Timeline

Customer Service Representative

Alorica
10.2022 - Current

Customer Service Representative

Cox Communications
03.2020 - 08.2022

Customer Service Representative

AT&T
02.2017 - 01.2020

Griffin High School

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Shkera Dennis