Shanterris Morris
@shanterrismorris
Customer experience advocate driving satisfaction, retention, and process improvements.
United StatesWhat I'm looking for
I am a results-oriented customer experience advocate with over six years managing high-volume inquiries and resolving complex issues in fast-paced environments. I have driven measurable improvements — including a 25% increase in satisfaction scores, 95% first-contact resolution, and reductions in response times and claim cycle times — by combining empathetic support, data analysis, and clear communication.
I excel at cross-functional collaboration, documenting and analyzing customer interactions, and implementing process improvements that boost retention and efficiency. I am committed to delivering exceptional service, mentoring teammates, and using CRM and data tools to identify trends and streamline operations.
Experience
Work history, roles, and key accomplishments
Customer Experience Advocate
Everise
Jan 2022 - Jan 2024 (2 years)
Served as primary point of contact for 200+ customers weekly, improving customer satisfaction scores by 25% and achieving a 95% first-contact resolution rate for billing issues.
Claims Resolution Specialist
Direct Auto Insurance
Jan 2018 - Jan 2021 (3 years)
Managed high-volume auto claims, investigated fraud, and drove process improvements that reduced claim cycle time by 15% and increased customer satisfaction by 20%.
Customer Service Representative
Jimco
Jan 2016 - Jan 2017 (1 year)
Delivered multi-channel customer support achieving a 95% satisfaction score, streamlined response processes to reduce average response time by 30%, and trained new team members.
Education
Degrees, certifications, and relevant coursework
Coahoma Agricultural High School
High School Diploma, General Secondary Education
Completed a High School Diploma at Coahoma Agricultural High School in 2008.
UGUniversity of Arkansas Grantham
Associate Degree, Undeclared
Completed an Associate Degree program at University of Arkansas Grantham.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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