Sonita Shampa
Lake Mary
Summary
Professional contact center expert prepared to excel in customer support roles. Skilled in managing high-volume inquiries, resolving complex issues, and enhancing customer satisfaction. Strong focus on team collaboration, adaptability, and achieving consistent results. Known for communication skills, problem-solving abilities, and professional demeanor under pressure.
Overview
3
3
years of professional experience
Work History
CONTACT CENTER SPECIALIST
Seminole State college of Florida
Sanford, FL
10.2024 - Current
- Maintained strict confidentiality of student information in compliance with FERPA and institutional guidelines.
- Provided frontline support to students, faculty, and administrators by responding to inquiries related to registration, grades, transcripts, and academic status via email, phone, internal ticketing systems and chat.
- Demonstrated strong time-management skills by balancing multiple requests simultaneously while maintaining accuracy and professionalism.
FRONT DESK/ADMINISTRATIVE ASSISTANT
Dover International Company, Inc.
Lake Mary, FL
08.2023 - 03.2024
- Answered incoming calls and welcomed clients in a personalized, friendly, and professional manner to create a positive first impression.
- Processed rent and fees, ensuring timely collection and accurate record management.
- Tracked and expedited 50+ work orders monthly, optimizing repair timelines by 20%.
- Generated and updated leases, enhancing tenant contract accuracy by 15%.
- Scheduled appointments for real estate agents.
OFFICE ASSISTANT
Insurance Land
Sanford, FL
01.2023 - 08.2023
- Processed 500+ insurance documents, boosting filing efficiency by 30%.
- Directed 100+ daily calls and managed 5+ executive calendars, improving response times by 25% and reducing conflicts by 40%.
- Coordinated with 10+ managers and prepared 20+ PowerPoints, optimizing admin support and enhancing meeting effectiveness by 20%.
- Controlled inventory for 200+ supplies and organized 200+ documents and mail, reducing shortages by 15% and improving office workflow by 20%.
Education
Bachelor of Arts - Communication Studies and Psychology
Virginia Tech
Blacksburg, VA12.2004
Skills
- Student Support & Retention
- Team Collaboration
- Active listening and Empathy
- Case Documentation & Compliance
- Data Entry
- Microsoft Office, Google Docs, CRM software
Timeline
CONTACT CENTER SPECIALIST
Seminole State college of Florida
10.2024 - Current
FRONT DESK/ADMINISTRATIVE ASSISTANT
Dover International Company, Inc.
08.2023 - 03.2024
OFFICE ASSISTANT
Insurance Land
01.2023 - 08.2023
Bachelor of Arts - Communication Studies and Psychology
Virginia Tech