Shakela Alexander
Gastonia,Nc
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Member Services Specialist
Guild Education
07.2023 - Current
- Respond to high-priority member inquiries, providing detailed information and resolving complex issues.
- Serve as a liaison between members and internal teams to ensure swift resolution and customer satisfaction.
- Contribute to process enhancements and workflow improvements to streamline operations.
- Assist customers over the phone and via email.
- Stay educated on new processes by using the knowledge library.
Digital Banking Representative
Varo Bank
01.2023 - 06.2023
- Managed digital banking customer inquiries and provided technical support for banking services.
- Addressed and resolved customer issues efficiently, ensuring high levels of satisfaction.
- Assisted with onboarding new customers and providing guidance on digital banking features.
- Provided customers with account information, such as current balances and loan terms.
- Maintained accurate records of customer accounts and transactions using the bank's computer system.
Customer Service Specialist
Robinhood
10.2021 - 10.2022
- Managed customer inquiries and escalated issues, ensuring prompt and efficient resolution.
- Administered and configured Zendesk Support, Guide, and Chat to enhance customer service operations.
- Provided support in a regulated environment, addressing complex problems related to trading and financial services.
- Lead team meetings and site meetings.
- Collaborated with cross-functional teams.
- Answered incoming customer inquiries regarding product and service information.
- Maintained a high level of professionalism while interacting with customers via phone or email.
Customer Success Specialist
Wells Fargo
11.2015 - 10.2021
- Provided comprehensive support to clients, managing inquiries, and resolving issues in a regulated financial environment.
- Assisted with process improvements and updates to ensure accuracy and efficiency.
- Engaged in occasional weekend coverage, demonstrating flexibility in support coverage.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Collaborated with internal teams such as sales, engineering, and marketing to develop customized solutions for customers' needs.
- Implemented strategies that increased customer retention rates by 15%.
- Educated customers on best practices for using company's products and services.
Education
Some College (No Degree) -
Winston-Salem State University
Winston-salem, NCSkills
- Customer Service & Support
- Issue Resolution & Escalation
- Zendesk Support
- Chat
- Process Improvement
- Financial Services
- Regulatory Compliance
- Basic Understanding of Cryptocurrencies
- Verbal Communication
- Written Communication
- Remote Work Adaptability
- Salesforce
- Client Relationship Building
- Complaint Handling
Timeline
Member Services Specialist
Guild Education
07.2023 - Current
Digital Banking Representative
Varo Bank
01.2023 - 06.2023
Customer Service Specialist
Robinhood
10.2021 - 10.2022
Customer Success Specialist
Wells Fargo
11.2015 - 10.2021
Some College (No Degree) -
Winston-Salem State University
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