Shakeima Gatling
Raleigh,NC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Administrative Assistant/Automotive Service Advisor Assistant
Westgate Mitsubishi
12.2024 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Implemented new CRM system to track client interactions, improving response times and client satisfaction.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
Leasing Consultant
AAA Apartment Staffing
02.2022 - Current
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Verified tenant incomes and other information before accepting lease applications.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Responded to requests and scheduled appointments for property showings.
- Provided exceptional customer service, addressing inquiries in a timely manner to maintain positive relationships with tenants.
- Utilized property management software to track leasing activity and tenant information, improving data accuracy and accessibility.
- Leveraged social media platforms to market properties, reaching wider audience of potential tenants.
Customer Service Representative Agent
Assurant
09.2022 - 09.2024
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Work From Home Agent
Conduent
03.2020 - 01.2022
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
- Adhered to company guidelines for quality assurance purposes, ensuring professionalism throughout all communications with clients.
- Handled escalated situations calmly by applying conflict resolution skills when dealing with challenging customers or complex issues.
- Participated in ongoing training sessions to stay current on industry trends, best practices, and company policies or procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Applied Science - Business Administration
University of Phoenix
Tempe, AZ11-2022
Skills
- Customer service
- Data entry
- Computer skills
- Office administration
- Microsoft Word
- Administrative support
- Time management
- Microsoft Excel
- Customer and client relations
- Computer proficiency
- Clerical support
- Critical thinking
Timeline
Administrative Assistant/Automotive Service Advisor Assistant
Westgate Mitsubishi
12.2024 - Current
Customer Service Representative Agent
Assurant
09.2022 - 09.2024
Leasing Consultant
AAA Apartment Staffing
02.2022 - Current
Work From Home Agent
Conduent
03.2020 - 01.2022
Associate of Applied Science - Business Administration
University of Phoenix
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