Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kemarra Shockley

Sacramento

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

6
6
years of professional experience
1
1
year of post-secondary education

Work History

Customer Service Representative

Americas
Sacramento
03.2024 - 01.2025
  • Assisted members with account inquiries and transactions efficiently.
  • Resolved customer complaints through effective problem-solving techniques.
  • Educated members on credit union products and services available.
  • Processed loan applications and supported underwriting teams accurately.
  • Utilized customer relationship management software for tracking interactions.
  • Collaborated with team members to enhance service delivery standards.
  • Maintained knowledge of compliance regulations affecting member services.
  • Provided training to new staff on customer service protocols and systems.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints promptly and efficiently.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Conducted regular follow-up calls with customers after resolving their issues.

I T technician

Randstad
Sacramento
05.2022 - 09.2023

Customer Service Representative

Golden One Credit Union
Sacramento
07.2019 - 09.2021
  • Assisted members with account inquiries and transactions efficiently.
  • Resolved customer complaints through effective problem-solving techniques.
  • Educated members on credit union products and services available.
  • Processed loan applications and supported underwriting teams accurately.
  • Utilized customer relationship management software for tracking interactions.
  • Collaborated with team members to enhance service delivery standards.
  • Maintained knowledge of compliance regulations affecting member services.
  • Provided training to new staff on customer service protocols and systems.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints promptly and efficiently.

Education

BBA - Business Administration

Strayer University
District Of Columbia , WA
01.2025 - 03.2026

Skills

  • Customer service
  • Effective communication
  • Problem solving
  • Team collaboration
  • Time management
  • Project management
  • Data analysis
  • Software proficiency
  • Relationship building
  • Consultative sales
  • System implementation
  • Strong teamwork
  • Typing [number] wpm
  • Report preparation
  • Money handling
  • Team development
  • Reading comprehension
  • POS systems expert
  • Filing
  • Exchange coordination
  • Service standard compliance
  • Clerical support
  • Call management
  • Minute taking
  • Refund management
  • CRM software
  • Complaint resolution
  • Route management
  • Schedule mastery
  • Building rapport
  • Professional telephone demeanor
  • Microsoft Office Suite
  • Inbound and outbound calling
  • Calendaring
  • Coordination
  • Conflict mediation
  • Creative problem solving
  • In-store support
  • Courteous demeanor
  • Paperwork processing
  • Product sales
  • Call escalation
  • Task prioritization
  • [Software] CRM system proficiency
  • Punctuality and reliability
  • Account updating
  • Problem resolution
  • Complaint handling
  • Product and service solutions
  • Office equipment proficiency
  • Microsoft PowerPoint
  • Research
  • Product knowledge
  • Multi-task management
  • Sales closing
  • Shipping procedures
  • International sales support
  • Negotiation strategies
  • Record preparation
  • Stock management
  • Opening and closing accounts

Languages

English
Beginner

Timeline

BBA - Business Administration

Strayer University
01.2025 - 03.2026

Customer Service Representative

Americas
03.2024 - 01.2025

I T technician

Randstad
05.2022 - 09.2023

Customer Service Representative

Golden One Credit Union
07.2019 - 09.2021
Kemarra Shockley