Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shakala Ricks

Eufaula,AL

Summary

Dedicated Customer Service Representative for 7+ years bringing top-notch skills in oral and written communication, active listening, analytical problem-solving skills and multitasking abilities. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Tax Preparer Specialist

Tax Central
02.2023 - 07.2023
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Maintained compliance by adhering to current tax laws and regulations.
  • Assessed client tax situations to determine best filing options.
  • Utilized tax software to prepare returns and meet deadlines.

Customer Service Advisor

Concentrix
11.2021 - 02.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained and managed customer files and databases.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Technical Support Representative

Concentrix
06.2019 - 11.2021
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Monitored systems in operation and quickly troubleshot errors.
  • Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.

Education

Associate of Science - Business Administration

Colorado Technical University
Colorado Springs, CO
04.2022

Skills

  • Leadership
  • Time-Management
  • Organization
  • Document Preparation
  • Account Management
  • Customer Service
  • Technical Skills
  • Communication
  • Client Service and Support
  • Adaptability
  • Attention to Detail
  • Active Listening
  • Interpersonal Skills
  • Technical Support and Assistance

Certification

Completed Bookkeeping Course through Coursera.

Timeline

Tax Preparer Specialist

Tax Central
02.2023 - 07.2023

Customer Service Advisor

Concentrix
11.2021 - 02.2023

Technical Support Representative

Concentrix
06.2019 - 11.2021

Associate of Science - Business Administration

Colorado Technical University

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Shakala Ricks