Robert Shoniwa
Raleigh,NC
Summary
Detail-oriented team player with a strong focus on organizational skills. Capable of efficiently managing multiple projects concurrently while maintaining a high level of accuracy.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Delivery Driver
Amazon
06.2024 - Current
- Delivered packages to customer doorsteps and business offices.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Documented mileage, deliveries, pickups, customer issues and damages.
Technical Support Associate
Cox Communications
12.2022 - 05.2024
- Troubleshooting: Diagnosed and resolved technical issues reported by customer, this involved identifying software bugs, hardware malfunctions, or network problems.
- Customer Assistance: Interacted with customers via phone, email and chat to understand their technical concerns and guiding them through troubleshooting steps and providing solutions.
- Ticket Management: Logged and managed support tickets in a ticketing system to track the progress of customer issues and ensure timely resolution.
- Remote Support: Used remote access tools to assist customers by taking control of their devices and resolving issues directly.
- Hardware and Software Setup: Assisted customers with the setup and configuration of hardware devices, software applications, and operating systems.
- Escalation Management: Escalated complex and unresolved issues to higher-level technical support and appropriate departments for further investigation and resolution.
- Continuous Learning: Keeping up to date with the latest technology trends and advancements to provide better support and assistance to customers.
- Patched software and installed new versions to eliminate security problems and protect data.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Reduced response time for Tier I support tickets.
Health Insurance Agent
Humana
04.2022 - 12.2022
- Advised clients on health insurance options, including individual plans, group plans, Medicare, and supplemental coverage, based on their specific needs, budget, and preferences
- Conducted thorough needs assessments and financial analyses to determine the most suitable health insurance options for clients, considering factors such as coverage benefits, premiums, deductibles, and provider networks
- Assisted clients with enrollment, renewal, and claims processing, advocating on their behalf with insurance carriers and healthcare providers to resolve issues and ensure timely and accurate processing of claims
- Developed and maintained relationships with insurance carriers, healthcare providers, and community organizations to stay informed about industry trends, product offerings, and market developments
- Displayed my ability to multi-task and accessing all of the necessary information to provide an accurate and detailed recommendations
- Proved my ability to clearly explain the solution for the members so that they fully understand their coverage and costs.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Developed relationships with providers and networks to achieve favorable client coverage.
- Used Clinical Guidance eXchange (CGX) to process benefit transactions and claims.
- Compiled and maintained client records to monitor health insurance policies and premiums paid.
Student Advisor
Oxbridge Academy
09.2019 - 04.2022
- Responsible for providing educational guidance and assistance to students by planning schedules, recommending courses and determining appropriate education solutions for different types of students.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with students from diverse backgrounds.
- Keeping a precise record of a students' academic progress and communication with students periodically to provide feedback and guidance toward successful completion of programs.
- Ability to work collaboratively in a team-based environment and establish effective working relationships with faculty, staff, and students.
- Drove enrolments and course registrations telephonically, emails and through social media.
- Improved retention by 10% via relationship building with students and alumni referrals
- Assesses secondary school students' stage of academic development and promotes student growth by determining suitable academic plans.
- Advised students individually and in groups on academic programs for individual interests.
- Pointed students to relevant information about academic and personal support services available on campus.
Digital Marketing and Sales Representative
AGL Group
06.2018 - 08.2019
- Managed social media accounts and platforms, including content creation, posting schedules, community engagement, and analytics tracking.
- Proficient in digital marketing channels and platforms, including social media, email marketing, SEO, SEM, and content marketing.
- Familiarity with marketing automation tools, CRM systems, and analytics platforms, such as HubSpot, Mailchimp, Google Analytics, and Adobe Analytics.
- Excellent communication and interpersonal skills, with the ability to collaborate with clients, team members, and stakeholders.
- Monitored and analyzed digital marketing metrics, KPIs, and ROI to measure campaign effectiveness and make data-driven decisions for optimization and improvement.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Collaborated with cross-functional teams to identify and address customer needs.
- Developed and implemented marketing plans to increase brand awareness and drive sales.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Sales And Marketing Representative
Datlabs (Pvt) Ltd
12.2014 - 02.2016
- Fostered strong relationships with customers and strategic associates to elevate brand awareness through educating the target consumers about the company's new and existing products.
- Telemarketing, social media and e-marketing, E-commerce: responsible for converting web visitors into customer (sales). This was often achieved by making online shopping as easy as possible through customer support and offering deals and promotions.
- Dealt with customer queries; market analysis and valuation of competitors and looked out for unique means of enhancing sales volumes.
- Analyzed customers specific needs via careful surveys (customer satisfaction survey) to, develop data pitches in a bid to maximize satisfaction and profits.
- Trained and developed new sales intern in products, selling techniques and company procedures.
- Conducted market research to identify customer needs and preferences.
- Completed media training for live interviews and other public-facing communication.
- Identified and developed key operations and influencer relationships within targeted districts.
- Monitored personal sales activities to maintain compliance with internal policies and applicable government regulations.
Education
Bachelor of Commerce - Marketing Management
Midlands State University
Harare01.2016
Marketing/Marketing Management - General
Kwekwe Polytechnic
Zimbabwe01.2012
Short Learning Programme - Digital Communication and Media/Multimedia
Oxbridge Academy
South Africa01.2020
Short Learning Programme - Customer Service Support/Call Center/Teleservice Operation
Oxbridge Academy
South Africa01.2020
Skills
- B2B Marketing
- Google Analytics
- Customer Relationship Management (CRM)
- Quality Assurance
- Customer Service
- Complex Problem-Solving
- Database Management
- Teamwork and Collaboration
- Call Management
- Application support
- Remote Support
- Ticket management
- Helpdesk operations
Certification
- Finance Foundations: Risk Management
- Social Media Marketing: Strategy and Optimization
- Email and Newsletter Marketing Foundations
- Google Universal Analytics Essential Training (2020)
- Google Data Analytics Certificate
Personal Information
Title: Certified Google Data Analyst | Driving Revenue Growth through Innovative Strategies | Passionate about Building Strong Client Relationships
Timeline
Delivery Driver
Amazon
06.2024 - Current
Technical Support Associate
Cox Communications
12.2022 - 05.2024
Health Insurance Agent
Humana
04.2022 - 12.2022
Student Advisor
Oxbridge Academy
09.2019 - 04.2022
Digital Marketing and Sales Representative
AGL Group
06.2018 - 08.2019
Sales And Marketing Representative
Datlabs (Pvt) Ltd
12.2014 - 02.2016
Bachelor of Commerce - Marketing Management
Midlands State University
Marketing/Marketing Management - General
Kwekwe Polytechnic
Short Learning Programme - Digital Communication and Media/Multimedia
Oxbridge Academy
Short Learning Programme - Customer Service Support/Call Center/Teleservice Operation
Oxbridge Academy
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