Shakeena Nowlan
Augusta,GA
Summary
Experienced representative with over 10 years of experience in customer service. Excellent reputation for resolving problems and improving customer satisfaction. Is your company in need of an organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals?
Overview
8
8
years of professional experience
Work History
Account Expert
T-Mobile USA.
06.2021 - Current
- Proved track record of managing, selling and developing relationships with strategic merchants.
- Deployed meticulous organization skills by assisting in coordination of client deliverables.
- Sharpened skills by obtaining required continuing education credits and attending training to keep updated on legislative and industry changes.
- Worked with products, oversaw revenue management and facilitated outreach to key stakeholders, helping drive business.
- -Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Spoke to customers in native language to increase loyalty and establish relationships.
Technical Support Representative
Apple Inc.
11.2018 - 02.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Customer Service Representative
Verizon
01.2017 - 11.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Resolution Specialist
SAMSUNG Home Appliance
03.2015 - 01.2017
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Spoke to customers in native language to increase loyalty and establish relationships.
Education
Bachelor of Science - Psychology
Capella University
Minneapolis, MN06.2027
High School Diploma -
Ben L. Smith High School
Greensboro, NC07.2014
Skills
- Negotiation and Resolution
- Customer Account Review
- Customer Locating
- Credit Extension Negotiation
- Problem Identification
- Managing Delinquent Accounts
- Pleasant Telephone Demeanor
- Persuasive Negotiations
- Payment Scheduling
- Correspondence Sorting and Filing
- Investigative Procedures
- Providing Solutions
Timeline
Account Expert
T-Mobile USA.
06.2021 - Current
Technical Support Representative
Apple Inc.
11.2018 - 02.2021
Customer Service Representative
Verizon
01.2017 - 11.2019
Resolution Specialist
SAMSUNG Home Appliance
03.2015 - 01.2017
Bachelor of Science - Psychology
Capella University
High School Diploma -
Ben L. Smith High School
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