Na'Esha Shelton
Columbia
Summary
Customer Support Specialist with over 10 year of experience in a high-volume call center. Skilled in handling inbound and outbound calls, providing fast and effective solutions to customer issues. Proficient in CRM systems, Microsoft Excel, and Microsoft Teams, with strong problem-solving and technical troubleshooting abilities. Known for delivering excellent customer service, building strong client relationships, and meeting performance goals in remote work environments. Focused on continuous learning to stay current with products and services.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Conduent
Columbia
03.2025 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts and updated information accurately.
- Provided product knowledge to enhance customer experiences.
Customer Support Specialist
AT&T
01.2023 - 10.2024
- Managed an average of 75+ inbound and outbound calls per day in a high-volume call center environment, ensuring timely and accurate responses to client inquiries.
- Achieved a 95%+ first-call resolution rate, consistently addressing client issues on the first call by leveraging active listening and problem-solving skills.
- Maintained a 98% customer satisfaction score (CSAT), exceeding company expectations for client interaction quality and service delivery.
- Collaborated cross-functionally with 5+ internal departments, ensuring that client issues were resolved quickly and effectively, contributing to a 20% reduction in average resolution time.
- Utilized CRM systems to document and track over 200 client interactions per week, ensuring accurate account updates and information.
- Exceeded performance targets, consistently in call efficiency and client satisfaction metrics.
Remote Customer Service Representative
Apple
08.2015 - 01.2022
- Handled a high volume of inbound and outbound client calls, providing exceptional customer service across a variety of issues, ensuring first call resolution.
- Utilized active listening and critical thinking skills to identify and resolve client concerns, anticipating unstated needs and delivering practical, clear solutions.
- Fostered and maintained positive relationships with clients, collaborating with cross-functional teams to ensure all inquiries are addressed in a timely and effective manner.
- Utilized a CRM system to document client interactions, track issues, and update account information, ensuring data accuracy and seamless communication between departments.
- Resolved complex technical issues, applying problem-solving techniques to deliver efficient and effective resolutions.
- Maintained strong product knowledge and stay up to date on company policies and industry practices to provide accurate and reliable information to clients.
- Consistently meet and exceed performance targets, focusing on service quality and client satisfaction.
- Worked independently and as part of a team to promote client retention and resolve issues efficiently.
Education
High School -
Newberry High School
Skills
- Customer Support & Retention
- Technical Problem-Solving
- Communication & Empathy
- CRM & System Proficiency
- Time Management & Efficiency
- Metrics-Driven Focus
- Task Prioritization
- Document Management
- Microsoft Suite
- Zendesk/HubSpot
- Patience
- Empathy
- Medical Terminology
- Data Entry
- Insurance Verification
- Active Listening
- Salesforce
Timeline
Customer Service Representative
Conduent
03.2025 - Current
Customer Support Specialist
AT&T
01.2023 - 10.2024
Remote Customer Service Representative
Apple
08.2015 - 01.2022
High School -
Newberry High School