Summary
Overview
Work History
Education
Skills
Timeline
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Sha Kaya Mack

Orangeburg,SC

Summary

Dynamic Senior Advisor with a proven track record at Conduent, excelling in organizational development and relationship management. Enhanced customer satisfaction through effective problem-solving and conflict resolution, achieving improved first-call resolution rates. Skilled in data analytics, I fostered team performance by mentoring staff and implementing efficient workflows.

Overview

16
16
years of professional experience

Work History

Senior Advisor

Conduent WFH
07.2021 - Current
  • Participated in training sessions to refine skills and improve operational efficiency.
  • Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
  • Mentored junior advisors, fostering professional development and enhancing overall team performance.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed escalated issues, demonstrating strong conflict resolution skills for optimal outcomes.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
  • Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.

Supervisor

Qualfon USA
04.2016 - 05.2021
  • Supervised daily operations, ensuring adherence to company policies and safety standards.
  • Trained and mentored staff, fostering a culture of continuous improvement and teamwork.
  • Coordinated scheduling and workflow to maximize productivity across multiple shifts.
  • Conducted regular performance evaluations, providing constructive feedback for employee development.
  • Developed training materials to enhance onboarding processes for new hires.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Customer Service Representative

Qualfon USA
01.2010 - 04.2016
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume call environments, ensuring timely responses to customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

High School Diploma -

Orangeburg Wilkinson High
Orangeburg, SC
06-2000

Skills

  • Organizational development
  • Relationship building and management
  • Data analytics
  • Policy analysis
  • Training and mentoring
  • Compliance requirements
  • Customer service
  • Problem-solving
  • Time management
  • Active listening
  • Multitasking Abilities
  • Team leadership
  • Customer relationship management

Timeline

Senior Advisor

Conduent WFH
07.2021 - Current

Supervisor

Qualfon USA
04.2016 - 05.2021

Customer Service Representative

Qualfon USA
01.2010 - 04.2016

High School Diploma -

Orangeburg Wilkinson High

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Sha Kaya Mack