Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shadarea Flemings

Erie

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.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

13
13
years of professional experience
2012
2012
years of post-secondary education

Work History

Customer Service Representative

National Fuel Gas
Erie
06.2018 - 07.2025
  • Answered customer inquiries via phone, email, and chat.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Implemented innovative methods for streamlining the customer service process.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service support Executive

FedEx
Erie
01.2013 - 06.2018
  • Coordinated with other departments to ensure timely resolution of customer complaints or requests.
  • Resolved customer inquiries in a timely manner, ensuring customer satisfaction.
  • Provided guidance on best practices for utilizing various features within the product line.
  • Demonstrated excellent communication skills when interacting with customers both verbally and in writing.
  • Maintained a high level of professionalism when dealing with difficult customers or situations.

Education

Erie School District
Erie, PA

Skills

  • Customer relationship management
  • Electronic ticketing systems
  • Payment processing
  • Conflict resolution
  • Technical support
  • Call center operations
  • Service level agreements
  • Workflow optimization
  • Quality assurance measures
  • Effective communication
  • Problem solving
  • Stress management
  • Active listening
  • Team collaboration
  • Adaptability
  • Strategic sales
  • Report creation
  • De-escalation techniques
  • CRM software
  • Building rapport
  • Lead generation
  • Computer proficiency
  • Shipping procedures
  • Order fulfillment
  • Data collection
  • Shipping and logistics
  • Shipping and receiving
  • Empathy and patience
  • Staff training
  • Researching
  • Follow-up skills

Timeline

Customer Service Representative

National Fuel Gas
06.2018 - 07.2025

Customer Service support Executive

FedEx
01.2013 - 06.2018

Erie School District
Shadarea Flemings