Shakala Crawley
Senior Sales Associate (CSR)
Richmond,VA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
1
1
Language
Work History
Customer Service Representative (Hybrid)
City Of Richmond DPU
04.2023 - 05.2025
- Provide responses to telephone inquiries in a courteous and professional manner even in difficult situations
- Handle 90+ call daily, with duties including signing up new customers, retrieving customer data and cancelling services
- Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
- Able to research and manage highly complicated accounts to provide comprehensive service to customers
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Maximus
12.2019 - 09.2022
- Managed high volume incoming calls
- Met customer call guidelines for service levels, handle time and productivity.
- Perform data entry services for the company in regard to customer information, calls logs and insurance plans
- Responsible for in-depth knowledge of products and services offered from insurance companies
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
UPS
10.2018 - 09.2019
- Schedule all customer freight pickups. Handling over 100+ calls
- Process (calculate) rate quotes according to the NMFC guidelines
- Track lost freight and communicate with dispatch to locate
- Inform customer of shipment status (pick up / delivery)
- Process freight bill payments for individuals and various companies
- Process customer requests regarding scheduling and requests for appointments
- Send electronic messages to terminal to determine customer needs
- Utilize multiple access screens to locate specific freight details
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Technical Support Representative
Apple (Minacs)
12.2015 - 08.2017
- Managed high levels of call flow and responded to technical support needs.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage and process support actions and requests.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Front Desk Receptionist
Salvation Army
04.2013 - 12.2015
- Greeted guests at front desk and engaged in pleasant conversations while managing all front office duties.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Supply applications to walk-ins who were in need of housing or services
- Answered and route calls to appropriate personnel using a multi-line phone system
- Compiled and submitted hourly reports on front desk activities, offering insights for process improvements.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
Education
High school diploma -
2007
Skills
45 wpm with 99% accuracy
Medical terminology
Effective communication
Multitasking and prioritizing
Problem-solving
Active listening
Product knowledge
Call management
Complaint resolution
Call center experience
Data entry
Decision-making
Computer proficiency
Timeline
Customer Service Representative (Hybrid)
City Of Richmond DPU
04.2023 - 05.2025
Customer Service Representative
Maximus
12.2019 - 09.2022
Customer Service Representative
UPS
10.2018 - 09.2019
Technical Support Representative
Apple (Minacs)
12.2015 - 08.2017
Front Desk Receptionist
Salvation Army
04.2013 - 12.2015
High school diploma -
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