Summary
Overview
Work History
Education
Skills
Timeline
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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, NC

Skills

  • 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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Shakela Alexander