Shardae Harding Email & Phone Number

Colorado Springs, CO, US

Colorado Springs, CO, US

Colorado Springs, Colorado, United States

• Fielded approximately 60 inbound banking customer calls daily
• Verified customer identification using multi-factor verification ensuring account security
• Making outbound customer calls handling complex customer requests and escalationsreceived customer satisfaction rating of 4.5 out of 5 prior to leaving.

United States

A business who strives for providing the best quality of gifts for any occasion! Personalized T-shirts, mugs, tumblers and much more.

Colorado Springs, CO, United States

United States

At Home

Taking calls for customers regarding their orders

Colorado Springs, Colorado Area

Colorado Springs, Colorado Area

Colorado Springs, Colorado Area

• Took customer inbound calls transferred over from various groups such as billing, complaints, and technical services
• Used keen listening skills to understand the customer’s issues and concerns. Investigated options within documented company guidelines to find the most appropriate resolution.
• Worked on customer issues through completion ensuring customer satisfaction.
• Successful achieved an 80% monthly average customer retention rate exceeding company targets (60%) by 20%.
• Setup new customers as part of the Xfinity sales force exceeding the group 2% sales target goals on a monthly basis
• Conducted team meetings direct support of supervisor goals and objectives

Colorado Springs, Colorado Area

• Assisted all the customers with their insurance policies as a customer service representative.
• Took inbound calls concerning Medicare coverage for customers age 65 and older.
• Assisted the customers with changes in plans and costs, avoiding the possibility of a customer switching providers.
• Provided assistance in assigning pharmacies and primary care physicians to a health plan.
• Helped to assess new goals for a team of representatives to make company guidelines for a great customer experience.
• Presented new material passed down from the corporate office to a set of teams and their agents.

Colorado Springs, Colorado Area

• Assisted customers with smartphone devices issued through various companies, manufactured by Samsung.
• Assumed the role of quality assurance agent, ensuring that each inbound call is taken with the guidelines from the company to achieve acceptable customer service.
• Graded calls of other agents to provide positive feedback for improvement.
• Started at entry level support agent taking inbound calls for customers concerning their mobile device issues.
• Appointed a tier 2 agent to support more expertise on resolving a situation that may require more time.
• Assisted other agents in taking calls where a customer has escalated and has requested to speak to a manager.

Bachelor'S Degree, Graphic Design, 3.96

Certification, Ux Design

Certificate, Medical/Clinical Assistant, 3.8

Activities and Societies: student council