Shakia Burton
Dallas,TX
Summary
I am a passionate and experienced customer service professional with over eight years of consistently delivering high-quality support and fostering positive client relationships. Known for my strong communication skills and empathetic approach, I take pride in understanding customer needs, resolving issues efficiently, and ensuring satisfaction at every touch point. I thrive in dynamic environments, adapt quickly to new systems and processes, and am committed to continuous learning and growth. With a focus on problem-solving and relationship-building, I aim to contribute meaningfully to a customer-centric organization and support clients with care, clarity, and confidence.
Overview
5
5
years of professional experience
Work History
Tier 2 Customer Service Representative
Maxium Staffing
03.2024 - 05.2025
- Deliver compassionate, solution-oriented customer service in a remote call center, managing a high volume of 40 inbound and outbound calls across a range of complexities.
- Address client inquiries and anticipate needs by actively listening, educating customers on services, and ensuring a seamless experience.
- Resolve issues efficiently using critical thinking and a focus on first-call resolution, strengthening customer satisfaction and loyalty.
- Communicate clearly and effectively, both verbally and in writing, while offering practical, customer-centered solutions.
- Foster strong relationships with clients and collaborate with internal teams to ensure prompt and accurate resolution of requests.
- Support client retention through in-depth product knowledge and consistently high service standards.
- Navigate multiple computer systems to research, troubleshoot, and document client interactions in the CRM system.
- Apply technical troubleshooting skills to address complex issues and maintain accurate records of client activity.
- Stay informed on company policies and industry standards to deliver reliable, up-to-date support.
- Consistently meet or exceed performance goals related to quality, efficiency, and client satisfaction.
- Actively contribute ideas and feedback to improve team operations and streamline processes.
Data Entry Clerk
Cal-ark Trucking
10.2023 - 03.2024
- Oversee data collection, analysis, and input high volumes of data entries accurately and efficiently .
- Verified and corrected discrepancies in data records to ensure integrity.
- Maintain data integrity and confidentiality
- Conducted regular audits of databases to maintain consistent quality control standards.
- Utilized advanced spreadsheet functions to analyze data trends and generate reports.
- Entered data into various computer systems accurately using Microsoft Office Suite.
Office Clerk
Capstone
02.2023 - 10.2023
- Managed scheduling for multiple meetings, appointments, and conference room bookings.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
- Reduced errors in data entry tasks by implementing a thorough proofreading system before submission.
Customer Service Representative
FIS
08.2022 - 01.2023
- Resolved customer inquiries through phone and email, enhancing overall satisfaction.
- Managed account updates and maintenance, ensuring accurate customer information.
- Assisted customers in navigating software platforms, promoting efficient usage of services.
- Processed transactions promptly, maintaining compliance with company policies and procedures.
Retail Sales Consultant
AT&T
02.2020 - 07.2021
- Delivered exceptional customer service by addressing inquiries and resolving issues effectively.
- Assisted customers in selecting products that best fit their communication needs.
- Demonstrated expertise in wireless technology and product features to enhance sales performance.
- Maintained accurate inventory levels through regular stock assessments and replenishment processes.
- Enhanced customer loyalty by offering tailored solutions that met individual needs.
Education
Associate of Arts - Information Technology
Southern New Hampshire University
Hooksett, NH12-2026
GED -
Little Rock Job Corps
Little Rock, AR09-2012
Skills
- Efficient data entry
- Accurate typing proficiency
- Salesforce platform knowledge
- Email communication best practices
- Service excellence
- Skilled in customer call handling
- Experience with CRM applications
- Interactive chat support services
- Collaborative decision-making
- Detail-oriented data input
Timeline
Tier 2 Customer Service Representative
Maxium Staffing
03.2024 - 05.2025
Data Entry Clerk
Cal-ark Trucking
10.2023 - 03.2024
Office Clerk
Capstone
02.2023 - 10.2023
Customer Service Representative
FIS
08.2022 - 01.2023
Retail Sales Consultant
AT&T
02.2020 - 07.2021
Associate of Arts - Information Technology
Southern New Hampshire University
GED -
Little Rock Job Corps
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