Shakala Dorsey
Los Angeles,USA
Summary
Customer experience professional with 9+ years in high-volume support settings, specializing in luxury client relations, technical troubleshooting, insurance claims, and pharmacy benefit management. Proven track record in fast-paced, regulated environments like Uber's elite rider division and ADT's smart home security support. Proficient in Salesforce, Zendesk, Yardi, and JIRA to optimize operations and boost customer satisfaction. Seeking a role in property leasing or customer support that values service excellence, technical proficiency, and a strong work ethic.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Uber
09.2024 - Current
- Consumer Elite: Delivered high-touch support to Uber’s top-tier riders, including celebrities and AMEX cardholders. Resolved complex issues related to billing, safety, and service disruptions while ensuring elite rider satisfaction.
- Vehicle Crash Claims Pilot: Investigated serious incidents involving injury, hospitalization, and auto damage. Collected documentation for insurance teams and communicated updates with empathy and precision.
- Earner Video Support: Resolved technical and onboarding issues for drivers. Managed account escalations via JIRA and helped drivers restore their earning ability.
- Utilized platforms including Salesforce, Zendesk, and internal systems to ensure timely resolutions.
- Earned praise for adaptability during departmental shutdowns and process shifts; consistently contributed to feedback loops that improved workflows.
Multichannel Member Support Specialist
SmithRx
01.2024 - 08.2024
- Addressed member inquiries and concerns, handling over 60 calls daily while adhering to HIPAA regulations.
- Assisted members, pharmacies, and providers with prescription and insurance claim issues.
- Investigated denials, verified eligibility, and explained formulary options.
- Resolved sensitive medical calls with empathy, accuracy, and HIPAA compliance.
- Recognized for consistent precision and calm handling of high-stakes cases.
Technical Support Specialist
Asurion
10.2021 - 05.2023
- Delivered remote support for smart home devices including TVs, speakers, and routers.
- Diagnosed hardware issues, processed in-home repair requests, and filed claims.
- Translated tech jargon into clear customer instructions to improve satisfaction.
- Submitted development feedback and bug reports to backend teams.
Tier 2 Tech Support Specialist
ADT
01.2018 - 05.2021
- Supported ADT home and commercial customers with smart security tech, including cameras, sensors, and alarms.
- Resolved 75–90 calls/day with a 95% first-call resolution rate and 92%+ CSAT.
- Handled emergency dispatch coordination for fire/police alerts and escalated critical issues.
- Recognized as a top performer for de-escalation and accurate documentation
Claims Representative
Assurant
11.2017 - 01.2018
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Processed mobile device claims for T-Mobile customers including loss, theft, and damage.
Verified documents and guided customers through sensitive claim scenarios with empathy.
Flagged suspicious activity for fraud review and collaborated with senior investigators.
Documented all claim stages in a HIPAA-compliant system.
Verizon Fios Tech Support
Telvista
03.2017 - 11.2017
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Provided advanced support for Verizon FiOS internet, TV, and phone systems.
Diagnosed modem/router issues, escalated provisioning errors, and scheduled field technician appointments.
Acted as liaison between customers and service teams to ensure timely order completion.
Maintained accurate logs and coordinated call-backs for unresolved cases.
Education
B.A. - Mass Communication/Broadcasting
Mississippi Valley State University
03.2018
Leasing Agent Certification - undefined
ASAP Personnel
01.2019
Skills
- Customer Service Excellence
- Conflict Resolution & De-escalation
- Luxury Client Support
- CRM Platforms: Salesforce, Yardi, AppFolio, Zendesk
- Escalation Management
- Technical Troubleshooting (Tier 1 & Tier 2)
- Remote Desktop & Device Support
- Insurance & Claims Processing
- HIPAA Compliance
- Call Center Operations (75 calls/day)
- Property Leasing & Resident Retention
- Email & Phone Communication Proficiency
- Cross-Team Collaboration
- Appointment Scheduling & Calendar Management
- Documentation Accuracy & Case Notes
- Time Management & Multitasking
- Process Improvement & Quality Feedback
- SaaS Product Support
- System Navigation & Data Entry
- Microsoft Office Suite (Excel, Outlook, Word)
- Bilingual Communication (if applicable)
- Adaptability During Organizational Change
- Goal-Oriented Sales & Upselling Techniques
- Empathy-Driven Support Approach
- Social Media & Digital Communication
Additional Information
- Availability: Willing to work weekends and flexible hours to meet community needs.
- Driver's License: Valid driver's license with the ability to operate a golf cart on property as required.
Timeline
Customer Experience Specialist
Uber
09.2024 - Current
Multichannel Member Support Specialist
SmithRx
01.2024 - 08.2024
Technical Support Specialist
Asurion
10.2021 - 05.2023
Tier 2 Tech Support Specialist
ADT
01.2018 - 05.2021
Claims Representative
Assurant
11.2017 - 01.2018
Verizon Fios Tech Support
Telvista
03.2017 - 11.2017
B.A. - Mass Communication/Broadcasting
Mississippi Valley State University
Leasing Agent Certification - undefined
ASAP Personnel