Sheneka Gilliam
Petersburg
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
16
16
years of professional experience
Work History
Finance Customer Contact Center
CoStar Group, Inc.
Richmond
02.2021 - 08.2025
- Demonstrate the ability to efficiently multitask from answering inbound phone calls and complete case management tasks from internal and external stakeholders, ensuring the timely resolution of issues resulting in minimal brand impact and maximum customer satisfaction
- Develop an in-depth understanding of our software and service environment, including our CRM, Oracle Fusion, Microsoft Navision, Third Party invoice presentment portals, and in-house Enterprise solutions
- Process service cancellation requests
- Resolve client billing inquiries
- Review and correct contract setup issues
- Clarify contractual questions in response to clients inquiries
- Update client contact cards
- Provide support for our online bill presentment tool, BillTrust
- Process client payments
- Preparation of credit memos
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Company Research
CoStar Group, Inc.
Richmond
02.2021 - 03.2022
- Investigate Company’s Portfolio through phone interviews and emails with decision makers
- Document Company’s merger/acquisitions, closures, growth, and lease expirations
- Build and refine corporate structures and hierarchies of the fortune one-thousand companies
- Conduct web research to create comprehensive profiles on company’s Divisional Headquarters and branches
- Read through SEC Filings and Earnings Calls for company’s financial results
- Maintain complete and accurate Company Portfolios
Tenant Research Associate
CoStar Group, Inc.
Richmond
02.2019 - 02.2021
- Investigate and profile commercial tenants through phone interviews with the tenants, owners, and real estate professionals
- Conduct web research to create comprehensive profiles on commercial tenants and business decision makers
- Document tenant movement within a Market
- Maintain complete and accurate Tenant rosters for Commercial buildings
- Investigate new property and tenant leads
- Document and profile corporate structures
Tenant Surveyor
CoStar Group, Inc.
Richmond
02.2017 - 02.2019
- Investigate commercial tenants by making calls phone calls with the tenants to gather intelligence
- Verify business decision makers at each Tenant location
- Survey Tenants to determine future moves and occupancy
- Document tenant movement within certain markets
- Accurately capture information obtained through phone interviews into our database
Internal Support Group Specialist, Customer Service
General Dynamics Information Technology
Chester
09.2014 - 02.2017
- Provide knowledgeable responses to escalated, high priority, or supervisor calls in a courteous and professional manner
- Guide and coach CSRs to research and locate answers to their questions
- Operate multiple CCO computer systems to effectively service accounts
- Maintain up-to-date knowledge of structure scripts, healthcare plans, and CMS regulations and policies as they apply.
- Provide quality and consistent service
- Comply with Privacy Act and HIPPA
Associate Specialist, Customer Service
General Dynamics Information Technology
Chester
01.2013 - 09.2014
- Provide knowledgeable responses to telephone inquiries in a courteous and professional manner; utilizing pre-scripted responses which they must read verbatim to provide basic general and claims specific information.
- Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries.
- Utilize standard technology such as telephone; e-mail; and web browser to perform job duties.
- Be ready and available to take Marketplace calls; as business needs dictate; on short notice.
- Follow directions via email; Leadership; or other means regarding the switching back and forth from one type of call to the other.
- Successfully complete ongoing healthcare training requirements
- Assist caller with filling out online application and submitting it electronically to plan provider for processing.
- Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the Customer Service Representative to the caller.
- Refer calls as required to Customer Service Representative II.
- Maintain up-to-date knowledge of CMS regulations and policies as they apply to both the healthcare programs by completing all assigned training
- Report problems that occur via the online system so they can be addressed by the appropriate parties.
- Respond to telephone inquiries within the set departmental staffing and time parameters.
- Perform other related duties as assigned.
Crew Member/Trainer
Wendy’s
Colonial Heights
06.2009 - 01.2013
- Provide quality customer service
- Operated register daily
- Handled cash/credit card payments
- Upsell new promotional products
- Trained new employees on various responsibilities
- Utilized customer retention efforts
- Helped maintain a clean and safe environment
- Followed ServSafe guidelines
Education
High School -
Dinwiddie High School
Dinwiddie, VASkills
- Communication strategies
- Conflict resolution
- Attention to detail
- Multitasking and organization
- Task prioritization
- Processing payments
- Product knowledge
- Customer service
Timeline
Finance Customer Contact Center
CoStar Group, Inc.
02.2021 - 08.2025
Company Research
CoStar Group, Inc.
02.2021 - 03.2022
Tenant Research Associate
CoStar Group, Inc.
02.2019 - 02.2021
Tenant Surveyor
CoStar Group, Inc.
02.2017 - 02.2019
Internal Support Group Specialist, Customer Service
General Dynamics Information Technology
09.2014 - 02.2017
Associate Specialist, Customer Service
General Dynamics Information Technology
01.2013 - 09.2014
Crew Member/Trainer
Wendy’s
06.2009 - 01.2013
High School -
Dinwiddie High School
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