CHERELLE SCHUYLER
Inman,SC
Summary
Cheerful Inbound Customer Service Agent providing high quality service to callers, working to address and meet all needs. Adept at following communication scripts to properly handle various needs.
Overview
12
12
years of professional experience
Work History
Technical Support Advisor/Support Advisor
Concentrix
04.2024 - Current
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Tailored technical explanations according to each client''s level of expertise, ensuring clarity and understanding.
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Assisting with compromised accounts and recovering accounts, verifying identity to provide account assistance, screen sharing to assist with confirming issues and guiding customers.
- Resolving billing issues related to issues with unpaid orders, adding and editing payment information, identifying charges, reporting unauthorized transactions and banning compromised payment methods, disabling compromised accounts, submitting refund requests and disputes for denied requests
Claims Specialist
Iqor-Asurion
05.2020 - 08.2021
- Assisted customers with all things related to an insurance claim for a device through ATT, connected customers to other departments using warm and cold transfers, descalating a customer whenever possible
- Submitted claims to insurance carriers for payment
- Maintained accurate records of all claims activities
- Analyzed complex claims to determine validity and appropriate settlement amounts
- Analyzed claims data to identify fraud and abuse
- Assessed damages and prepared detailed reports to support claims decisions
- Assisted in the development of new claims processes and procedures
- Processed insurance claims and handled insurance denials
- Utilized various remote support tools to provide remote assistance to customers
- Managed customer relationships and provided exceptional customer service
- Provided excellent customer service and resolved customer issues, resulting in a 5-star rating on customer satisfaction surveys
- Provided remote technical support to users
Child Care Teacher
Greater New Hope CDC
02.2019 - 01.2021
- Conducted parent-teacher conferences to discuss student progress and develop strategies for improvement
- Implemented behavior management strategies to reduce disruptive behaviors and promote positive student-teacher interactions
- Implemented strategies to address the learning needs of diverse students
- Created an engaging, student-centered classroom environment
- Collaborated with colleagues to develop and implement new approaches to teaching that improved student performance
- Developed and implemented a differentiated instruction approach that resulted in improved student engagement and learning outcomes
- Used technology in the classroom to improve student engagement and learning outcomes
- Established and maintained effective relationships with students, parents, and other stakeholders
- Developed classroom rules and expectations that fostered a respectful and safe learning environment
- Developed innovative lesson plans that increased students' understanding of course material by X%
- Used data to inform instruction and identify areas of improvement
- Developed and implemented assessment tools to measure student progress
Gifted and Talented Technology Instructor
Lancaster County School District
08.2016 - 05.2018
- Teaching research and coding for gifted and talented kids grades 3-5
- Developed and delivered lessons that incorporated technology and hands-on activities
- Utilized technology such as interactive whiteboards and online resources to enhance student learning and engagement
- Developed and implemented activities and lessons that incorporated technology into the learning process
- Assessed student progress and provided feedback to ensure understanding of coding concepts
- Mentored students in the transition from novice to intermediate coding levels
- Utilized a variety of teaching methods and strategies to engage and motivate students
- Utilized technology to enhance student learning and engagement
- Mentored and guided students in solving technical issues and completing projects
- Developed a student-centered learning environment that encouraged creativity and collaboration
- Adapted instruction to meet the needs of a diverse student population
- Developed and implemented a system for tracking student progress
- Facilitated small group and individualized instruction to meet the needs of each student
- Responded promptly to student inquiries and provided feedback to support their learning
Wireless Representative/Electronics Sales Associate
WALMART
05.2013 - 05.2016
- Collaborated with other retail staff to ensure all customer needs were met in a timely manner
- Performed cashier duties in a high-volume retail environment, processing up to X transactions per shift
- Greeted customers in a professional and friendly manner, resulting in increased customer satisfaction and improved store reputation
- Upsold store products to customers
- Processed customer orders accurately
- Handled customer inquiries and complaints in a timely and efficient manner, resulting in an X% resolution rate
- Utilized technology to efficiently manage customer orders and inventory
- Learned and followed all store policies and procedures, resulting in fewer mistakes and improved customer service
- Operated cash register, credit card machine, and other electronic equipment accurately and efficiently
- Assisted customers with locating items and providing product information
- Processed transactions accurately and efficiently, ensuring that all transactions were completed within the established timeframe
Skills
- Software installation
- Remote support
- Network configuration
- Security protocols
- Application support
- Hardware diagnostics
- Data recovery
- Technical support triage
- Escalation management
- Best practice implementation
- Operating systems
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Data entry
- Product troubleshooting
- Product knowledge
- Service support
- Issue troubleshooting
- Technical troubleshooting
- Analytical thinking
- Hardware troubleshooting
- Appointment scheduling
- Application installations
- Call center operations
- Product training
- Account management
- Issue escalation
- Technical documents comprehension
- Access issue resolution
- Mac systems
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Microsoft windows and office
- Multitasking
- Reliability
- Organizational skills
- Excellent communication
- Billing systems and software
- Claim submission
- Denial management
- Relationship building
- Collections
- Billing and invoicing
- Customer service support
- Account updating
- Billing data verification
- Inquiry handling
- Records research
Timeline
Technical Support Advisor/Support Advisor
Concentrix
04.2024 - Current
Claims Specialist
Iqor-Asurion
05.2020 - 08.2021
Child Care Teacher
Greater New Hope CDC
02.2019 - 01.2021
Gifted and Talented Technology Instructor
Lancaster County School District
08.2016 - 05.2018
Wireless Representative/Electronics Sales Associate
WALMART
05.2013 - 05.2016
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