Schaleeshia Blackmon
Indianapolis,IN
Summary
Talented Supervisor experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Inktel Contact Center Solutions
Indianapolis, IN
05.2022 - 01.2024
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Worked different stations to provide optimal coverage and meet production goals.
Team Lead
Inktel Contact Center Solutions
Indianapolis, IN
07.2021 - 05.2022
- Actively monitor the productivity of agents and give constructive feedback through coaching opportunities
- Continually review processes and results and serves as the liaison between quality assurance and agents
- Supervise 15-20 agents while building relationships and investing in development daily
- Maintain peer working relationships to share best practices and collaborate across the team
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
Concierge Customer Service Agent
Inktel Contact Center Solutions
02.2020 - 07.2021
- Assisted customers with understanding and purchasing products/services
- Troubleshoot technical issues that are related to products or services
- Receive and respond to inbound inquiries via telephone and email while documenting and updating documentation regarding the interaction.
Temporary Customer Service Agent
Elwood Staffing-Inktel CCS
10.2019 - 02.2020
- Deliver superior customer service through a first call resolution
- Guide customers through faucet installation for kitchen and lavatory products
- Maintain product knowledge to resolve the customer’s inquiry.
Tax Analyst IV - Collections Division
Indiana Department of Revenue
03.2015 - 08.2019
- Educated clients on complex tax issues by explaining details in understandable terms
- Conducted research on different tax issues and remained up to date on tax laws
- Set up and monitor payment in full or on a payment plan
- Assessed required resources to assist clients with complicated tax issues, including complex business transactions, debt restructuring, bankruptcy and financial due diligence.
- Collaborated with colleagues to research complex tax issues, ensuring accurate interpretation of regulations and laws.
- Stayed current on ever-changing tax laws, attending professional development courses and subscribing to industry publications.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
Medical Claims Processor
ADP
10.2012 - 04.2013
- Efficiently and effectively processed a large volume of medical claims on a daily basis
- Reviewed administrative guidelines whenever questions arose during the processing of claims
- Based the payment or denial of medical claims upon well-established criteria for claims processing.
Education
High School Diploma -
Iroquois High School
Louisville, KY05.2004
Skills
- Call Center Experience
- Credit and Collections
- Team-Oriented
- Adaptability
- Decision Making
- Delegating
- Coaching
- Communication
- Performance Monitoring
Timeline
Customer Service Supervisor
Inktel Contact Center Solutions
05.2022 - 01.2024
Team Lead
Inktel Contact Center Solutions
07.2021 - 05.2022
Concierge Customer Service Agent
Inktel Contact Center Solutions
02.2020 - 07.2021
Temporary Customer Service Agent
Elwood Staffing-Inktel CCS
10.2019 - 02.2020
Tax Analyst IV - Collections Division
Indiana Department of Revenue
03.2015 - 08.2019
Medical Claims Processor
ADP
10.2012 - 04.2013
High School Diploma -
Iroquois High School
Similar Profiles
Chasity KempChasity Kemp
Customer Service Representative at Inktel Contact Center SolutionsCustomer Service Representative at Inktel Contact Center Solutions
Shaina ZambranaShaina Zambrana
Customer Service Representative at Inktel Contact Center SolutionsCustomer Service Representative at Inktel Contact Center Solutions
Rodrick-Shane DacostaRodrick-Shane Dacosta
Remote Customer Representative at Inktel Contact Center SolutionsRemote Customer Representative at Inktel Contact Center Solutions
Felesha ThomasFelesha Thomas
Operations Supervisor at Inktel Contact Center SolutionsOperations Supervisor at Inktel Contact Center Solutions
Jide AdeshiyanJide Adeshiyan
Associate Operations Manager at CSL PlasmaAssociate Operations Manager at CSL Plasma