Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sheona Woodham

Darlington

Summary

Driven Customer Support Representative with over 5 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist

Staffing Solutions
08.2023 - Current
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Customer Service Representative

Blue Cross Blue Shield
03.2020 - 08.2023
  • Responded to customer requests for products, services, and company information.
  • Promptly responded to inquiries and requests from prospective customers.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Healthcare Customer Service Representative

CareCentrix
08.2018 - 03.2020
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

Forest Hills High School
Marshville, NC
06-2018

Skills

  • Retain Knowledge
  • Type 45 WPM
  • Strong problem solver
  • Active listening
  • Remote desktop services and support
  • Data entry
  • Document Review
  • Eager to learn
  • SLACK
  • MS Office
  • Time Management
  • Data Analysis
  • Conflict & Complaint Resolution

Timeline

Technical Support Specialist

Staffing Solutions
08.2023 - Current

Customer Service Representative

Blue Cross Blue Shield
03.2020 - 08.2023

Healthcare Customer Service Representative

CareCentrix
08.2018 - 03.2020

High School Diploma -

Forest Hills High School

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Sheona Woodham