Shaenelle Francis
Kingston
Summary
Dedicated and customer-focused Customer Service Representative with over two years of experience in fast-paced call center environments. Adept at handling customer inquiries, resolving complaints efficiently, and utilizing CRM systems to enhance customer satisfaction. Strong communication skills, conflict resolution expertise, and a commitment to professionalism. Skilled in multitasking and maintaining a positive customer experience.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Brand Advocate
Sagility
09.2022 - 01.2025
- Assisted healthcare providers with verifying members' eligibility and benefits.
- Processed claims inquiries and provided resolutions.
- Supported providers with authorization requests and escalations.
Client Experience Associate
Sutherland Global
05.2022 - 09.2022
- Processed loan applications and managed customer inquiries regarding financial services.
- Assisted with escalated cases to ensure timely resolutions.
- Provided information on products and services, ensuring a high level of customer satisfaction.
Education
High School Diploma -
St Mary High School
Highgate, Jamaica07-2021
Skills
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Strong time management and organizational skills
- Ability to work in a fast-paced, high-volume environment
- Commitment to honesty, integrity, and punctuality
Certification
- Level 1 Principles of Customer Service
- High School Dipolma
Timeline
Brand Advocate
Sagility
09.2022 - 01.2025
Client Experience Associate
Sutherland Global
05.2022 - 09.2022
- Level 1 Principles of Customer Service
- High School Dipolma
High School Diploma -
St Mary High School
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