Shanita Taylor
Meridian
Summary
Dynamic customer support professional with a track record of enhancing customer satisfaction through efficient issue resolution and effective communication. Successfully managed high call volumes while implementing process improvements that reduced response times. Committed to fostering trust and building lasting client relationships.
Overview
15
15
years of professional experience
Work History
Call Center Representative
Iqor
04.2020 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed inbound customer inquiries, providing effective solutions and support for various issues.
- Assisted team members with complex calls, enhancing overall service delivery and customer satisfaction.
- Documented customer interactions in CRM system, ensuring seamless follow-up and effective resolution.
- Implemented process improvements that streamlined call handling and enhanced response time.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Built trust with clients by addressing concerns accurately and providing tailored resolutions.
Health Care Aide
Private Sitting
08.2016 - 11.2019
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Assisted with daily living activities, promoting patient independence and overall well-being.
- Assisted clients with daily living activities to promote independence and well-being.
- Monitored vital signs and reported changes to healthcare professionals for timely intervention.
- Maintained cleanliness and organization of patient environments to ensure safety and comfort.
- Maintained clean, safe, and well-organized patient environment.
- Provided companionship and emotional support to improve clients' emotional well-being and enhance overall quality of life.
- Documented patient progress and communicated updates to healthcare staff to facilitate informed care decisions.
- Maintained accurate records of patients' care and condition to support continuity of care.
DCW
Weems Mental Health
05.2011 - 08.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed inbound customer inquiries, delivering effective solutions to enhance customer experience.
- Assisted team members with complex calls, enhancing overall service delivery and customer satisfaction.
- Implemented process improvements to streamline call handling and reduce average response time.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Documented customer interactions in CRM system, ensuring efficient follow-up and resolution.
- Built trust with clients by addressing concerns and providing tailored resolutions.
Education
Hair Stylist
Final Touch Beauty School
Meridian Ms 10-2012
High School Diploma -
Meridian High School
Meridian Ms 05-2004
Skills
- Call center support
- Customer service
- Customer support
- Inbound calls
- Answering questions
- Resolving issues
- Client communication
- Customer communication
- Call control
- Payment processing
- Data entry
- Gathering information
- Logging call information
- Problem-solving skills
- Product knowledge
Timeline
Call Center Representative
Iqor
04.2020 - Current
Health Care Aide
Private Sitting
08.2016 - 11.2019
DCW
Weems Mental Health
05.2011 - 08.2013
Hair Stylist
Final Touch Beauty School
High School Diploma -
Meridian High School