Sherena Arthur
Columbia
Overview
10
10
years of professional experience
Work History
Customer Service Advocate 2
BlueCross BlueShield of SC
4101 Percival Rd
01.2025 - 02.2026
- Resolved customer inquiries efficiently using CRM software to enhance satisfaction.
- Assisted in processing claims, ensuring compliance with company policies and regulations.
- Developed and maintained strong relationships with members to foster loyalty and trust.
- Analyzed customer feedback to identify areas for process improvement and service enhancement.
- Oversaw special requests and events, ensuring alignment with guest preferences.
- Implemented feedback systems to improve service quality and guest satisfaction.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
Senior Customer Service Representative
BlueCross BlueShield of South Carolina
07.2022 - 11.2022
- 6 months +
- Resolved customer inquiries effectively through multiple communication channels, enhancing overall satisfaction.
- Assisted in processing orders and managing returns, ensuring smooth transactions for customers.
- Provided support to team members during peak hours, fostering a collaborative environment.
- Documented customer interactions accurately in CRM systems for future reference and analysis.
- Maintained knowledge of products and services to offer tailored solutions to customers' needs.
Customer Service Representative
Teleperformance
01.2018 - 11.2018
- Created orders, documented special requirements and discussed needs with kitchen personnel to provide customers with desired food and minimize complaints.
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions.
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Kept updated knowledge of menu and chef specials to provide recommendations according to tastes and specific allergies.
- Managed product staging to efficiently transfer items between receiving, storage and shipping locations.
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Operated company vehicles and heavy equipment with focus on safety and risk management.
- Consistently lifted materials weighing as much as [Number] pounds.
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- 11 months
Cashier
Walmart
10.2017 - 01.2018
- Updated daily logs with regular shift activities and incident details.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Compiled customer feedback and recommended service delivery improvements to management.
- Described [Product or Service] to customers, thoroughly explaining details and care of merchandise.
- Collected customer feedback and made process changes to exceed customer satisfaction goals [Number]%.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Consistently met upsell goals by highlighting target merchandise with strategic promotional approaches.
- Worked closely with [Job title] to solve problems and handle customer complaints.
- Checked prices for customers and processed items sold by scanning barcodes.
- Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers.
- Answered questions about store policies, [Product or Service] and [Type] concerns to support positive customer experiences.
- Educated customers on [Type] promotions to enhance sales.
- 4 months
Shift Lead
Hardees
07.2016 - 09.2017
- Managed product staging to efficiently transfer items between receiving, storage and shipping locations.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
- Transferred products of all sizes using overhead cranes, forklifts and other equipment, consistently meeting challenging performance goals.
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
- Consistently lifted materials weighing as much as [Number] pounds.
- Processed incoming shipments upon package receipt by scanning boxes and envelopes and using [Software] to update system.
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Analyzed equipment breakdowns using various troubleshooting methods.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Maintained safe working environment by observing safety procedures, policies and regulations.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Monitored employee actions for effective safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
- 3 months
Education
undefined
Richland One Charter Middle College
Skills
- Billing
- Cash management
- Credit
- Customer satisfaction
- Customer service
- Delivery
- Focus
- Forklift operator
- Inventory management
- Leadership
Timeline
Customer Service Advocate 2
BlueCross BlueShield of SC
01.2025 - 02.2026
Senior Customer Service Representative
BlueCross BlueShield of South Carolina
07.2022 - 11.2022
Customer Service Representative
Teleperformance
01.2018 - 11.2018
Cashier
Walmart
10.2017 - 01.2018
Shift Lead
Hardees
07.2016 - 09.2017
undefined
Richland One Charter Middle College