Shadae

I am responsible for processing refunds efficiently while ensuring accuracy and customer satisfaction. I handle email escalations by responding promptly to complex or sensitive customer concerns, providing clear resolutions and maintaining a professional tone. A key part of my role involves tracking packages to investigate delays or delivery issues, allowing me to keep customers informed and resolve concerns quickly.

I regularly assist customers with creating accounts on the company website, guiding them step by step to ensure a smooth onboarding experience. In addition, I support customers in troubleshooting technical errors, helping them regain access to their accounts by identifying issues and providing effective solutions. My focus is always on delivering a seamless and positive customer experience.

To manage these responsibilities effectively, I use tools such as Slack for team communication and collaboration, Genesys for handling customer interactions, Zendesk for managing tickets and tracking issues, and Google Sheets for organizing data and monitoring workflows. These tools enable me to stay organized, prioritize tasks, and ensure that all customer inquiries are handled in a timely and efficient manner.

I am detail-oriented, adaptable, and committed to resolving issues quickly while maintaining a high level of professionalism. My ability to multitask and communicate clearly helps me support both customers and team members, contributing to overall operational success.

Conducted strategic outbound prospecting to identify and qualify high-potential leads aligned with organizational sales objectives. Engaged prospective clients through professional phone outreach and targeted email communication, effectively presenting value propositions and addressing initial inquiries. Successfully scheduled appointments for sales representatives, ensuring a smooth transition from initial contact to more in-depth sales discussions.

Managed and maintained complex calendars with a high level of accuracy and attention to detail, ensuring all appointments were scheduled, confirmed, and updated as needed. Proactively followed up with prospects to confirm attendance, reschedule when necessary, and maintain consistent engagement throughout the pre-sales process. Accurately documented all interactions, updates, and follow-up activities within internal systems, supporting effective pipeline tracking and informed decision-making.

Demonstrated strong organizational and time-management skills by prioritizing tasks and maintaining an efficient workflow in a fast-paced environment. Utilized CRM tools to monitor lead progress, track communication history, and identify opportunities for re-engagement, ensuring all data remained current and accessible to relevant stakeholders.

Consistently met and exceeded daily and weekly appointment-setting targets while maintaining a high standard of professionalism in all communications. Built and sustained strong rapport with potential clients by actively listening, responding thoughtfully, and clearly positioning solutions. Adapted communication styles to suit diverse audiences, enhancing engagement and fostering trust.

Provided email and SMS support to clients

Created cases for clients through Smart Advocate

Sent agreement forms and fillable questionnaires via email

Assisted clients with probate inquiries

Conducted initial interviews for claims through outbound calls