Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
Generic

Shakia Sapp

Jackson,MS

Summary

Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

YoungWilliams
04.2022 - Current
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.

Customer Service Representative work from home

Conduent
02.2020 - 12.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Sales Lead

Soma
05.2019 - 11.2019
  • Increased sales by implementing effective merchandising techniques and maintaining visually appealing displays.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and providing product recommendations.
  • Streamlined inventory management with diligent tracking, timely ordering, and accurate recordkeeping.
  • Established rapport with customers, fostering a welcoming environment that encouraged repeat business.
  • Resolved customer complaints professionally, working to find satisfactory solutions that protected both client interests and company policies.

Sales Associate

New York and Company
11.2018 - 05.2019
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.

Patient Registration Representative

Wilkes-Barre General Hospital
06.2015 - 08.2018
  • Streamlined patient registration process by implementing efficient data entry techniques and maintaining organized records.
  • Enhanced patient satisfaction by providing clear communication, answering queries, and addressing concerns in a timely manner.
  • Ensured accurate record-keeping by diligently verifying insurance information and obtaining necessary authorizations for services.
  • Maintained patient confidentiality by adhering to HIPAA regulations and securing sensitive information.

Customer Service Representative work from home

Lord And Taylor
06.2010 - 06.2015
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Office manager/Tax Preparer (Seasonal)

Liberty tax service
01.2011 - 04.2013
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Increased client satisfaction by providing accurate and timely tax preparation services.
  • Streamlined tax filing processes for clients, ensuring a smooth and efficient experience.

Medical Receptionist

St Johns Hospital
01.2004 - 12.2009
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.

Education

Associate of Arts - Accounting

Luzerne County Community College
Nanticoke, PA
01.2013

High School Diploma Or GED -

Jamaica High School
Jamaica, NY
06.2002

Skills

  • Type 45 Wpm
  • Insurance Verification
  • Filing
  • Phone Skills
  • Fashion
  • Retail Management

Certification

Notary Public (04/01/14 - 04/01/18)

Assessments

  • Warehouse Associate, Highly Proficient, 11/01/19
  • Customer Service, Proficient, 12/01/20
  • Customer service, Proficient, 12/01/20
  • Call center customer service, Highly Proficient, 12/01/20
  • Typing, Completed, 12/01/20
  • Attention to detail, Familiar, 01/01/21
  • Legal skills, Familiar, 01/01/21

Timeline

Customer Service Supervisor

YoungWilliams
04.2022 - Current

Customer Service Representative work from home

Conduent
02.2020 - 12.2020

Sales Lead

Soma
05.2019 - 11.2019

Sales Associate

New York and Company
11.2018 - 05.2019

Patient Registration Representative

Wilkes-Barre General Hospital
06.2015 - 08.2018

Office manager/Tax Preparer (Seasonal)

Liberty tax service
01.2011 - 04.2013

Customer Service Representative work from home

Lord And Taylor
06.2010 - 06.2015

Medical Receptionist

St Johns Hospital
01.2004 - 12.2009

Associate of Arts - Accounting

Luzerne County Community College

High School Diploma Or GED -

Jamaica High School

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Shakia Sapp