Shae Applewhite
Memphis
Summary
- Highly accomplished customer experience professional with 10+ years of progressive responsibility. Customer Experience Management
- Escalation Resolution
- High-Volume Support Call Center & Remote Operations HIPAA & Data Privacy Awareness Account & Transaction Support
- CRM & Ticketing Systems Process Improvement Professional Communication
- Documentation & Compliance Expert in issue resolution, customer retention, and service recovery, with a consistent record of exceeding performance.
Overview
11
11
years of professional experience
Work History
Customer Care Representative Supervisor
Internal Revenue Service
04.2023 - Current
- Manage 50-100+ daily customer interactions via phone, email, and digital platforms while maintaining exceptional service standards
- Resolve complex and escalated issues involving accounts, billing, service disruptions, or sensitive customer concerns
- Consistently exceed key performance indicators including customer satisfaction, quality assurance, and first-contact resolution
- Accurately document all customer interactions within CRM systems to ensure regulatory compliance and continuity of service
- Serve as a trusted point of contact for high-risk or high-value customer situation
- Mentor and support new team members through coaching, shadowing, and performance guidance
Lead Claims / Customer Service Specialist
Sedgwick Claims
09.2019 - 03.2023
- Delivered end-to-end customer support in fast-paced, customer-facing environments
- Handled inquiries related to accounts, payments, scheduling, transactions, and service concerns
- De-escalated dissatisfied customers with professionalism, empathy, and solution-focused communication
- Maintained strict confidentiality while handling sensitive personal and financial information
- Recognized for reliability, adaptability, and consistent performance
Administration Support Representative
Memphis City Schools
05.2015 - 07.2019
- Provide daily clerical and administrative support to ensure smooth office operations
- Enter, update, and maintain accurate records, files, and databases
- Prepare correspondence, reports, and internal documentation with attention to detail
- Answer phones, route calls, respond to inquiries, and greet visitors professionally
- Schedule appointments, meetings, and maintain calendars
- Handle sensitive and confidential information with discretion and compliance
- Support supervisors and team members with general office tasks as needed
Education
Associate of Applied Science - Phlebotomy
Southwest Tennessee Community College
Memphis, TNCertification - Aesthetics
Tennessee College of Technology
Nashville , TnSkills
- Customer Experience Management
- CRM Platforms (Salesforce, Zendesk, Freshdesk)
- Microsoft Office
- Remote Communication Tools
- Google Workspace
- Scheduling Tools
- Issue resolution
Timeline
Customer Care Representative Supervisor
Internal Revenue Service
04.2023 - Current
Lead Claims / Customer Service Specialist
Sedgwick Claims
09.2019 - 03.2023
Administration Support Representative
Memphis City Schools
05.2015 - 07.2019
Certification - Aesthetics
Tennessee College of Technology
Associate of Applied Science - Phlebotomy
Southwest Tennessee Community College