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@shantyzaferguson
Dedicated customer service professional with strong sales and coaching skills.
I am a dedicated individual with a strong commitment to customer service and a proven ability to build productive relationships. My experience spans various roles in sales and customer support, where I have consistently met and exceeded targets. I thrive in dynamic environments and enjoy the challenge of resolving customer concerns while ensuring their loyalty.
Throughout my career, I have held positions such as Promoter at Pacific Tobacco Company and Supervisor at AT&T, where I trained new representatives and provided coaching to enhance their performance. My role as a Lead Customer Support Agent at VLBPO has further honed my skills in email support and agent coaching, allowing me to contribute effectively to team success.
I am passionate about continuous learning and development, and I actively seek opportunities to enhance my skills. My diverse interests, including socializing, cooking, and reading, complement my professional journey, making me a well-rounded candidate ready to take on new challenges.
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Work history, roles, and key accomplishments
VLBPO
Aug 2021 - Present (4 years 3 months)
Provided email support, coached agents, and met daily targets to ensure high-quality customer service.
New Generation Contact Center
Jan 2021 - Jul 2021 (6 months)
Engaged in cold calling and generating sales while consistently meeting daily transfer targets.
AT&T
Aug 2019 - Mar 2020 (7 months)
Trained new representatives, provided coaching, and submitted daily performance reports while meeting targets.
Sutherland Global Services
Sep 2017 - Aug 2019 (1 year 11 months)
Resolved customer billing concerns and built rapport with clients while meeting daily targets.
Pacific Tobacco Company
Sep 2016 - Feb 2017 (5 months)
Promoted sales and met daily targets while recording customer feedback to enhance service delivery.
Degrees, certifications, and relevant coursework
Office Administration
2014 - 2015
2012 - 2013
2006 - 2011
2000 - 2006
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