Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shakaylah James

Minneapolis,MN

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team or independently to reach personal and business goals. Known for successfully handling escalated customer support issues and building trusting relationships with clients.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Foundever
Remote, FL
12.2023 - Current
  • Walked customers through common phone hardware and software configurations retaliative to their Quickbook accounts.
  • Supported customers with online billing, access and account issues through Salesforce.
  • Troubleshot inquiries related to company software database.
  • Used remote login tools to assist clients with technical and product questions.
  • Resolved escalated customer service issues in a timely manner.

Remote Customer Service Representative

Willis Towers Watson
Remote , MN
09.2023 - Current
  • Quickly Building Rapport with participants in a compassionate manner.
  • Answered inquiries and provided accurate information regarding COBRA benefit plans , using company knowledgebase.
  • Maintained detailed records of caller interactions, transactions and comments for future reference.
  • Complied with Company HIPPA and Data Privacy Laws and company data security requirements.
  • Independently de-escalated upset or angry customers with minimal supervision (only necessarily).
  • Opened cases to other company departments to further research caller inquiries.
  • Spoke with Insurance carriers to confirm Client benefit status and help answer any additional questions they had relative to COBRA benefits.
  • Processed payments from checking or savings account for caller continued benefit elections.
  • The ability to navigate through various of systems also typing 30wpm
  • Experience with Teams chat, Microsoft outlook
  • Typing 30 WPM
  • Working Remotely

Sales Associate

Bath & Body Works
Blaine, MN
08.2023 - Current
  • Greeted customers and provided exceptional customer service.
  • Built relationships with customers while actively listening and asking open ended questions to encourage repeat business.
  • Maintained up-to-date knowledge of store merchandise and policies.
  • Restocked shelves as needed to ensure sufficient inventory levels..
  • Handled customer complaints in a professional manner.
  • Processed transactions using a point-of-sale system.
  • Collaborated with peers and upper management to drive sales plan for daily team success.

Intake Specialist

Midwest Disability PA
Minneapolis, MN
07.2023 - 07.2023
  • Conducted initial phone intake interview to obtain potential client data information including medical history, work history or current employment status and other relative information for disability claims.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained accurate records and documented client data in company databases for Disability evaluation.
  • Built and maintained strong relationships with clients by successfully resolving issues and responding promptly to phone inquiries.
  • Answered high volume inbound client calls promptly and professionally, also completed outbound calls to potential clients to see wether the firm was able to represent clients in regards to disability benefits with Social Security.
  • Typing 30wpm
  • Working Remotely

Remote Intake Specialist

Premier Disability Services LLC
Minneapolis, MN
02.2020 - 09.2022
  • First point of contact with potential clients via phone/email providing an initial disability intake interview to determine if firm can assist clients with possible claims for Social Security disability benefits
  • Answering high volume Inbound/outbound calls in call center remote environment.
  • Maintained accurate records of all client interactions according to company policy and procedures.
  • Attended training sessions related to new company polices, building improved client relationships to obtains confidential information regarding clients.
  • Developed strong customer relationships to encourage repeat business.
  • Worked independently
  • collaborated monthly with department supervisor on daily intake goals.
  • Typing 30WPM
  • Worked Remotely

Sales Associate

Victoria's Secret & PINK
Blaine, MN
11.2018 - 02.2020
  • Engaged customers in friendly, professional dialogue while asking open ended questions to find the desired product they are shopping for.
  • Making genuine connections by giving personal testimonies on products for recommendations, listening to their needs and wants.
  • Using company core values and selling cross selling techniques to recommend customer with additional product suggestions they may not have originally come to shop for
  • Completed bra fit training and preformed accurate bra fit measures on customers.
  • Stocked shelves with merchandise according to company standards.
  • Completed transactions/returns/exchanges in an efficient manner while providing excellent customer service.
  • Tracked sales performance metrics with manager to identify trends in the market place.

Customer Service Cashier

Walgreens
Anoka, MN
10.2017 - 10.2018
  • Greeted each customer that entered the store and assisted with finding their desired products.
  • Answered incoming phone calls from customers regarding product availability or store locations.
  • Operated cash registers to process payments for goods and services.
  • Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
  • Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans during and end of scheduled shift.
  • Remained aware of surroundings and secured cash to minimize loss potential.
  • Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.

Crew Member

McDonald's
Anoka, MN
06.2015 - 10.2017
  • Restocked kitchen supplies including food products and utensils.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Monitored quality of food served to ensure it met company standards for presentation and temperature.
  • Assisted in the preparation of food items such as breakfast, lunch and dinner menus
  • Processed takeout orders quickly to ensure timely delivery of meals.

Education

High School Diploma -

Anoka High School
Anoka, MN
06.2018

Skills

  • Working Remotely
  • Typing 30 WPM
  • Experienced Written and verbal (soft phone) call center communication
  • Attention to detail
  • Critical thinking
  • Problem Resolution
  • Multitasking in a fast paced environment while navigating multiple systems
  • Microsoft Outlook, Word, Edge
  • Grasps new concepts easily
  • Technical Support

Timeline

Technical Support Representative

Foundever
12.2023 - Current

Remote Customer Service Representative

Willis Towers Watson
09.2023 - Current

Sales Associate

Bath & Body Works
08.2023 - Current

Intake Specialist

Midwest Disability PA
07.2023 - 07.2023

Remote Intake Specialist

Premier Disability Services LLC
02.2020 - 09.2022

Sales Associate

Victoria's Secret & PINK
11.2018 - 02.2020

Customer Service Cashier

Walgreens
10.2017 - 10.2018

Crew Member

McDonald's
06.2015 - 10.2017

High School Diploma -

Anoka High School

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Shakaylah James