Shakea Richey
Detroit,MI
Summary
Results-driven Customer Service Specialist with 5+ years of experience in fast-paced call center, government, and financial settings. Skilled in account management, payment processing, dispute resolution, and handling high-volume inbound and outbound calls. Adept at managing sensitive information, working under pressure, and achieving resolution targets. Seeking a position in Collections or Customer Support where I can utilize my communication and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Banking Specialist – Call Center
Qualfon / USAA Banking
Highland Park, MI
01.2024 - 02.2025
- Answered high-volume inbound calls regarding account balances, payment due dates, and billing inquiries.
- Assisted members with fraud claims and escalated complex billing disputes.
- Educated customers on payment options, financial policies, and account security.
- Ensured compliance with federal banking regulations and internal policy.
Customer Service Representative
Indiana Bureau of Motor Vehicles
Griffith, IN
01.2022 - 11.2024
- Provided frontline service, assisting customers with license renewals, title processing, and fee payments.
- Identified fraudulent documentation and followed procedures to safeguard personal data.
- Managed financial transactions and balanced cash drawers with 100% accuracy.
- Maintained professionalism in high-stress situations, delivering efficient service.
Rural Carrier Associate (RCA)
United States Postal Service
Elkhart, IN
01.2019 - 02.2022
- Delivered mail and packages, maintaining professionalism and customer satisfaction across rural routes.
- Interacted daily with customers to resolve issues regarding delivery or package claims.
- Followed federal regulations and maintained secure handling of sensitive mail items.
Chat Representative
Concentrix OnStar
Warren, MI
10.2016 - 01.2019
- Delivered real time support as a Chat Advisor, assisting OnStar members with vehicle diagnostics, navigation, and account inquiries.
- Provided member services including subscription management, troubleshooting OnStar features, and ensuring a positive customer experience.
- Conducted remote vehicle diagnostics by analyzing system data to identify issues, recommend solutions, and coordinate further assistance.
- Guided drivers with vehicle navigation, offering turn-by-turn directions and location based services.
- Managed sensitive customer information in compliance with PCI and data security standards.
- Coordinated roadside assistance, dispatching towing, fuel delivery, or emergency help to stranded drivers.
- Maintained high customer satisfaction by resolving issues quickly, accurately, and with empathy.
Education
Patient Care Technician Certification -
Dorsey School
Dearborn, MIAssociate-Level Coursework - Nursing
Oakland County Community College
High School Diploma - undefined
University High School
Ferndale, MISkills
- CRM Systems
- Salesforce
- Microsoft Office (Word, Excel, Outlook)
- Secure Database Usage
- Live Chat Systems
- Payment & Billing Tools
- Call Documentation
- Fraud Detection Systems
- Roadside Dispatch
- Emergency Services Dispatch
- Reservations
- HIIPA
- Financial Regulations
- Data processing
- Bank services
Certification
- Forklift Certified – Expires 2027
- Valid Indiana Driver’s License
Timeline
Banking Specialist – Call Center
Qualfon / USAA Banking
01.2024 - 02.2025
Customer Service Representative
Indiana Bureau of Motor Vehicles
01.2022 - 11.2024
Rural Carrier Associate (RCA)
United States Postal Service
01.2019 - 02.2022
Chat Representative
Concentrix OnStar
10.2016 - 01.2019
Associate-Level Coursework - Nursing
Oakland County Community College
High School Diploma - undefined
University High School
Patient Care Technician Certification -
Dorsey School
Core Competencies
- Customer Account Management
- Payment Processing & Collections
- Dispute Resolution & Escalations
- Call Center Operations
- Negotiation & Soft Skills
- Regulatory Compliance (PCI, Banking, DMV)
- Conflict De-escalation
- Financial Systems & Data Entry
- High-Volume Call Handling
- Fraud Awareness & Identity Verification