Shanice

In my role, I provided first-contact support for customers, efficiently handling multiple chats simultaneously while diagnosing, troubleshooting, and resolving issues to meet service level requirements. I demonstrated strong diplomacy, tactfulness, and empathy to ensure a positive customer experience, taking ownership of reported issues to minimize escalations. My ability to actively listen and apply problem-solving skills allowed me to diffuse irate customers and exceed their expectations. With excellent typing (35 WPM) and communication skills, proficiency in Word, Excel, and PowerPoint, and outstanding interpersonal abilities, I effectively interacted with diverse personalities daily to deliver high-quality customer service.

As a Customer Support Representative in a banking environment, I provided accurate information on TCS’ client operations, products, and services to both inbound and outbound customers. I handled telephone inquiries promptly and professionally, adhering to company procedures to ensure a seamless customer experience. Additionally, I prepared detailed reports on discrepancies, exceptions, and resolutions, maintaining accuracy and compliance. By providing timely updates on case progress and solutions, I ensured transparency and customer satisfaction. My ability to manage multiple interactions, coupled with strong problem-solving and communication skills, contributed to maintaining high service standards and exceeding customer expectations.

As a Debt Collections Agent, I was responsible for managing a portfolio of overdue accounts, contacting customers to negotiate repayment plans, and ensuring compliance with company policies and industry regulations. I consistently met or exceeded collection targets by using strong negotiation skills, problem-solving strategies, and a customer-focused approach to secure payments while maintaining positive customer relationships. My role required a high level of attention to detail, resilience, and the ability to handle difficult conversations professionally. By leveraging data analysis and effective communication, I successfully reduced outstanding debt and improved recovery rates for the company.