Sheka Cauthen
Kershaw
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support or technical issues.
Overview
2
2
years of post-secondary education
8
8
years of professional experience
Work History
Customer Service Representative
Iqor
Charlotte
07.2021 - 04.2026
- Assisted customers with inquiries and resolved issues through multiple communication channels.
- Handled escalated customer concerns with empathy and professionalism.
- Provided technical assistance to users via phone and email support.
- Diagnosed software and hardware issues for timely resolution.
- Documented customer interactions accurately in the company's CRM system for tracking.
- Collaborated with team members to improve service processes and enhance customer satisfaction.
- Mentored junior staff to enhance their skills and performance in tasks.
- Developed training materials for new employees on standard procedures.
- Monitored team progress and provided feedback for continuous improvement.
- Led team meetings to align project goals and responsibilities.
- Managed project timelines and deliverables for change implementation efforts.
- Provided training and guidance on the use of new tools or systems related to changes.
Customer Service Representative
LendingTree
Charlotte
04.2018 - 10.2020
- Assisted customers with inquiries and resolved issues through multiple communication channels.
- Addressed customer inquiries and resolved issues effectively and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Helped customers find specific products, answered questions, and offered product advice.
- Collaborated with team members to enhance customer service experiences.
- Collaborated with team members to improve service processes and enhance customer satisfaction.
- Developed strong customer relationships to encourage repeat business.
Education
Associate of Arts - Business Administration
King's College
Charlotte, North Carolina 08.2005 - 07.2007
Some College (No Degree) - Sociology
Francis Marion University
Florence, SCSkills
- Customer support
- Customer relationship management
- CRM software
- Customer engagement
- Technical support
- Technical troubleshooting
- Software troubleshooting
- Problem solving
- Time management
- Script adherence
- Team leadership
- Training development
- Communication skills
- Conflict resolution
- MS office proficiency
Accomplishments
- While working for Iqor, I earned a leadership role within one year of hire. And within three months of leading, became apart of the Change Management team for project Ameren Missouri.
- While working for LendingTree, I became head of the call center newsletter, also hosted and coordinate all holiday functions within the call center.
Languages
English
Full Professional
Timeline
Customer Service Representative
Iqor
07.2021 - 04.2026
Customer Service Representative
LendingTree
04.2018 - 10.2020
Associate of Arts - Business Administration
King's College
08.2005 - 07.2007
Some College (No Degree) - Sociology
Francis Marion University