Shakia Livingston
Brooklyn
Summary
Customer Service Supervisor with a proven ability to lead teams, enhance operational efficiency, and drive customer satisfaction. Skilled in team coaching, performance management, and process improvement to ensure high-quality service delivery. Adept at handling escalations, monitoring key metrics, and collaborating with cross-functional teams to optimize customer support. Committed to fostering a positive team culture and delivering exceptional customer experiences.
Overview
25
25
years of professional experience
Work History
Customer Service Supervisor
New York Racing Association, NYRA
09.2024 - Current
- Promote a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborate with other departments to address recurring customer concerns, improving overall service quality.
- Coach employees through day-to-day work and complex problems.
- Improve customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Manage a team of 7 direct reports, overseeing daily operations in a high-volume call center.
- Improve 1st quarter metrics by 40% from the previous year through enhanced training and process optimization.
- Assist management in AML compliance, procedures, including audits and regulatory adherence.
- Recruit, Hire and train employees while recommending staffing changes to senior management.
- Schedule and coordinate shifts for Customer Service Agents and Team Leaders to optimize efficiency.
- Partner with the Quality Assurance team to provide ongoing feedback and coaching to staff.
- Issue corrective actions and ensure adherence to company policies and performance expectations.
- Handle escalated customer calls and provide resolutions to complex inquiries.
- Process check withdrawals and assist NYRA Bets customers with account inquiries.
- Generate and analyze weekly reports on call handling, disputes, and technical issues for senior leadership.
- Work cross- functionally with departments to ensure prompt and accurate guest support.
- Monitor and report suspicious activity to relevant departments.
- Maintain compliance with employment regulated laws and regulations
Care Team Lead
LetsGetsChecked
09.2020 - 07.2024
- Conduct Training, Education, Evaluation and Remediation of new and continuing employees
- Assist in the Implementation of goals and objectives; Ensure adherence to company’s policies and procedures
- Respond to and resolve customer inquiries and complaints both in written correspondence and by phone
- Provides Statistical and performance feedback through coaching to ensure Care Team meets performance and all Service Level Agreements (SLA)
- Managed and Coached up to 11 Direct Reports
- Mentor employees, conduct performance/assessment evaluations, Counsel and provide disciplinary actions to assigned personnel and works to facilitate individual and team development that drives positive results
- Participates in Recruiting, Hiring and Onboarding to oncoming employees
- Work closely with Workforce Management Team through analytical data to ensure future schedules and adequate coverage demands are met for all incoming client programs
- Assist with Implementation and Execution of all new incoming B2B programs
- Work closely with Nursing Team to ensure Care Team follows all Clinical guidelines and HIPPA protocols
Member Support Representative
Letsgetchecked
06.2019 - 09.2020
- Answer over 100 Incoming calls daily and respond to customer’s emails and online inquiries
- Managing and solving customer issues
- Engage in up selling and add on sales while interacting with customers
- Provide product and service information to customers
Referral Specialist / Patient Accounts Associate
Brownsville Multi-Service Family Health Center
08.2010 - 01.2019
- Obtain authorizations from HMO’s, Medicaid/Medicare for patient’s referrals
- Operate telephone switchboard to answer, screen and forward calls with providing information, taking messages and scheduling patients’ appointments
- Provide and facilitate referrals to other appropriate internal and external services
- Post and adjust all incoming monies to patient accounts
- Reconcile open encounters for all unpaid accounts
- Request specific diagnosis from providers, review insurance and correct dates to ensure proper reimbursement
School Aide
NYC Department of Education
10.2004 - 08.2010
- Assist Principal with the monitoring of all budget allocations to ensure timely compliance and appropriate spending
- Purchase supplies and software through FAMIS and maintain inventory for students and teachers
- Prepare and handle all incoming purchase orders and requisitions
- Duties also include answering phones, filing, typing memos, distributing mail, Xeroxing, and interacting with the children and school community
Clerical Assistant/ Receptionist
NYC Department of Education - Office of Purchasing Management
05.2000 - 09.2002
- Aided with incoming purchase orders and requisitions to 750 nonpublic schools
- Performed clerical duties, which included answering phones, faxing, and data entry, FAMIS, typing memos, distributing the mail and maintained all new account transaction
- Operate telephone switchboard to answer, screen and forward calls to appropriate departments for 3 hours a day
Education
Professional Diploma - Leadership and Management
University of Dublin Professional Academy
Dublin03.2023
Professional Diploma - Project Management
University of Dublin Professional Academy
Dublin08.2021
A.A.S - Health Information Technology
TCI COLLEGE OF TECHNOLOGY
New York06.2010
Skills
- NextGen – EMR/EPM
- Athena
- Epic
- ICD-10 Terminology
- CPT (Current Procedure Terminology)
- Medical Terminology
- Microsoft Office
- Intercom
- Slack
- Jira
- Salesforce
- B2B Outbound Campaigns
Timeline
Customer Service Supervisor
New York Racing Association, NYRA
09.2024 - Current
Care Team Lead
LetsGetsChecked
09.2020 - 07.2024
Member Support Representative
Letsgetchecked
06.2019 - 09.2020
Referral Specialist / Patient Accounts Associate
Brownsville Multi-Service Family Health Center
08.2010 - 01.2019
School Aide
NYC Department of Education
10.2004 - 08.2010
Clerical Assistant/ Receptionist
NYC Department of Education - Office of Purchasing Management
05.2000 - 09.2002
Professional Diploma - Leadership and Management
University of Dublin Professional Academy
A.A.S - Health Information Technology
TCI COLLEGE OF TECHNOLOGY
Professional Diploma - Project Management
University of Dublin Professional Academy
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