Summary
Overview
Work History
Education
Skills
Timeline
Generic

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 -

Similar Profiles

CREATE PROFILE
Shakala CrawleySenior Sales Associate (CSR)