Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shakala Ricks

Eufaula,AL

Summary

Experienced Customer Service Advisor with 5+ years of delivering exceptional support and assistance to clients. Adept at handling a large volume of customers with a positive attitude, actively listening to concerns, and escalating major issues. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Proficient in utilizing customer service software, delivering technical assistance, and recording comprehensive interactions and utilizing ticketing systems for efficient support management.

Overview

4
4
years of professional experience

Work History

Tax Preparer Specialist

Tax Central
01.2023 - 08.2023
    • Prepared and filed accurate tax returns for individuals, businesses, and organizations.
    • Reviewed financial documents and records to identify potential deductions, credits, and tax liabilities.
    • Provided expert advice and guidance to clients on tax planning strategies and compliance with tax laws and regulations.
    • Utilized tax software to prepare returns and meet deadlines.
    • Maintained confidentiality and integrity of sensitive client information and ensured compliance with professional ethics and standards.

Customer Service Advisor

Concentrix | Remote
11.2021 - 02.2023
    • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Performed maintenance on customer accounts, and ensured customer satisfaction through consistent attention to customer needs and follow-up.
    • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
    • Open and close customer accounts, inputting and closing loans, providing strong customer service, helping customers with their banking needs
    • Utilized customer service software to manage interactions and track customer satisfaction.

Technical Support Representative

Concentrix | Remote
06.2019 - 11.2021
  • Delivered exceptional technical assistance and troubleshooting to customers through phone, email, and chat channels.
  • Recorded comprehensive customer interactions, documenting problem descriptions, troubleshooting steps, and resolutions in a CRM system.
  • Proficiently utilized ticketing systems to efficiently manage and process support actions and requests.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Education

Associate of Science - Business Administration

Colorado Technical University
Colorado Springs, CO
04.2022

Skills

    • Customer Service
    • Active Listening
    • Detail-Oriented
    • Problem-Solving
    • CRM
      • Phone Inquiries
      • Personal Advising
      • Financial Services
      • Account Management
      • Customer Data Confidentiality

Timeline

Tax Preparer Specialist

Tax Central
01.2023 - 08.2023

Customer Service Advisor

Concentrix | Remote
11.2021 - 02.2023

Technical Support Representative

Concentrix | Remote
06.2019 - 11.2021

Associate of Science - Business Administration

Colorado Technical University
Shakala Ricks