Shanteria Bracks
Lucedale,MS
Summary
Proficient Customer Service Representative with extensive call center experience, recognized for mentoring colleagues and leading initiatives to improve service delivery. Expertise in critical thinking and complaint resolution has consistently driven customer retention and satisfaction. Detail-oriented professional with a strong background in data entry and customer service. Known for implementing quality control measures and optimizing workflows to enhance organizational efficiency and service quality.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Nan McKay and Associates
Remote
03.2023 - 04.2026
- Mentored junior representatives, fostering a collaborative environment focused on knowledge sharing and support.
- Led initiatives to reduce call handling time while maintaining high-quality service standards.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
Data Entry Clerk
Alaska Airlines
Remote
09.2019 - 03.2022
- Processed high volumes of data entries with accuracy and attention to detail.
- Managed electronic filing systems to ensure efficient retrieval of information.
- Collaborated with team members to enhance data management workflows.
- Trained new staff on data entry procedures and company protocols.
- Implemented quality control measures to improve overall data accuracy rates.
- Followed established procedures to enter and process data correctly.
- Completed data entry tasks with accuracy and efficiency.
- Collaborated with cross-functional teams to streamline workflows, improving service delivery efficiency.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
AT&T Mobility
Ocean Springs, MS
06.2014 - 09.2019
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Managed billing disputes and account changes, ensuring accurate updates and timely resolutions.
- Trained new team members on best practices in customer engagement and operational procedures.
- Analyzed customer feedback to identify service improvement opportunities, contributing to enhanced processes.
- Developed comprehensive product knowledge to provide tailored solutions for diverse customer needs.
- 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.
- Developed comprehensive product knowledge to enhance customer interactions and drive sales.
- Utilized CRM systems to track customer inquiries and streamline follow-up processes.
- Resolved customer complaints efficiently, ensuring satisfaction and retention.
- Implemented upselling strategies that increased average transaction value during customer interactions.
Education
High School Diploma -
George County High School
Lucedale, MS05.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Client relations
- Product knowledge
- Follow-up skills
- Appointment scheduling
- Microsoft Office Suite
- Administrative support
- Team development
- Data collection
- Staff training
- De-escalation techniques
- Technical support
Timeline
Customer Service Representative
Nan McKay and Associates
03.2023 - 04.2026
Data Entry Clerk
Alaska Airlines
09.2019 - 03.2022
Customer Service Representative
AT&T Mobility
06.2014 - 09.2019
High School Diploma -
George County High School