Shakiyra Hamilton
CLARKSVILLE
Summary
I'm a dynamic Customer Service Representative with a proven track record at OneTouch Direct, excelling in complaint resolution and team development. I Leverage problem-solving skills to enhance customer retention and trained staff on effective procedures. I'm also known for maintaining a calm demeanor while delivering tailored support and educating customers on payment processing.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
OneTouch Direct
03.2023 - Current
- Responded to customer requests for products, services, and company information.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Receptionist Administrator
Kempton of Heritage
10.2020 - 01.2023
- Handled complaints and questions, and re-directed calls to other team members.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Acted as first point of contact and set appointments for prospective clients.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
Education
High School Diploma -
Northwest High School
Clarksville, TN05-2020
Skills
- Account updating
- Complaint resolution
- Scheduling
- Problem-solving
- Live chat support
- Research
- De-escalation techniques
- Credit adjustments
- Professional telephone demeanor
- Multi-line phone talent
- Team development
Certification
- CNP - Certified Notary Public
Timeline
Customer Service Representative
OneTouch Direct
03.2023 - Current
Receptionist Administrator
Kempton of Heritage
10.2020 - 01.2023
High School Diploma -
Northwest High School