Shantal Robinson
Memphis
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
Tymeglobal Technology
08.2023 - 05.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Customer Support Representative
Comcast Cable
08.2020 - 07.2023
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Customer Service Call Center Representative
ServiceMaster
06.2017 - 08.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
Education
Bachelor of Science -
Colorado Technical University
Skills
- Customer service
- Decision-making
- HIPAA compliance
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Professional telephone demeanor
- Customer relationship management (CRM)
- Problem resolution
- Relationship building
- Insurance verification
Timeline
Healthcare Customer Service Representative
Tymeglobal Technology
08.2023 - 05.2025
Customer Support Representative
Comcast Cable
08.2020 - 07.2023
Customer Service Call Center Representative
ServiceMaster
06.2017 - 08.2020
Bachelor of Science -
Colorado Technical University
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