Summary
Overview
Work History
Education
Skills
Skills
Timeline
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Shakia Thomas

Ridgecrest,CA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

  • Over nine years experience in supervisory functions (served as primary backup application reviews, training, scheduling, performance reviews, and approvals)
  • Over four years experience in quality customer service, support, and promotional sales
  • Qualified and experienced trainer/Subject Matter Expert for new representatives also serve as a coach/mentor

Overview

16
16
years of professional experience

Work History

Executive Response/Escalation Representative

Simply Caring Angels
06.2022 - Current
  • Served as a professional representative of the CEO to executive clients
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Monitored CEO social media accounts, provided responses to customer in need of assistance

Database Administrator

United States Navy, USN
01.2011 - 07.2021
  • Maintaining employee records Presenting benefits packages Interviewing new employees.
  • Checking references and organizing background checks Providing policy training Verification of employment for current and former employees.
  • Perform technical and complex duties related to employee benefits, including health, dental, vision, and disability insurance; and conduct new employee orientations.
  • Compose correspondence and memos; provide information and respond to inquiries in person.
  • Assist with general office reception and other duties, as assigned; utilize discretion when dealing with the public and employees on sensitive, confidential matters.
  • Operate a variety of office equipment, including computer-related software, scanners, photocopiers, fax machines, and printers; and perform related duties.

Customer Response Executive Assistant

Communications Workers-America
01.2009 - 01.2011
  • Reduced call escalation rates by providing comprehensive support and resolving customer concerns at the first point of contact.
  • Boosted company''s reputation for excellent service through consistent positive feedback from customers.
  • Consistently exceeded performance targets related to call handling times, resolution rates, and customer satisfaction scores.
  • Handled high volume of inbound calls professionally while maintaining composure under pressure situations, resulting in successful problem resolution.
  • Maintained thorough knowledge of company policies and procedures to provide accurate information to customers, reducing misinformation incidents.
  • Demonstrated adaptability by quickly adjusting to new software systems and process changes, minimizing disruption to customer service delivery.
  • Upheld strict confidentiality standards when managing sensitive customer data, protecting both client privacy and company reputation.

At Home Advisor

Ciena Corp.
07.2008 - 06.2009
  • Troubleshooting and experience with Smartphones, Tablet, PC and Mac Certified devices using apple services (itunes, apple music, and android to ios migration)
  • Multitasking with multiple applications running at the same time Assisting customers with account security issues( resetting password, security questions)
  • Assisting customers with setting up mail accounts, calendar issues, and emails Assisting customers via phone and chat
  • Adapting approach to different communications styles Conducted software installs and upgrades such as OS X, iOS, Microsoft, and Adobe.

Education

Master of Arts - Criminal Justice

Saint Leo University
Saint Leo, FL
12.2020

Bachelor of Arts - Psychology

Sainto Leo Universiry
Florida, United States
05.2018

High School Diploma - General Studies

Lawrence High School
New Jersey, United States
06.2008

Skills

  • Meticulous attention to detail
  • Skilled multi-tasker
  • Customer Support
  • MS Exchange, Windows 2000/2003/2007/2010 Excel and Word
  • Peer to peer coaching/Quality assistant
  • Telecommunication skills
  • Client relations specialist
  • Technical knowledge
  • Crisis Management
  • Situational Awareness

Skills

Active Directory, Adobe, Apple, approach, Book, call center, closing, coaching, hardware, client, clients, customer service, customer service skills, Dec, documentation, DSL, IBM, Lotus Notes, Mac, meetings, Excel, MS Exchange, mail, Powerpoint, Windows 2000, Word, migration, Multitasking, management,  network, OS, printers, problem resolution, Quality, research, sales, scheduling,  technical support.

Timeline

Executive Response/Escalation Representative

Simply Caring Angels
06.2022 - Current

Database Administrator

United States Navy, USN
01.2011 - 07.2021

Customer Response Executive Assistant

Communications Workers-America
01.2009 - 01.2011

At Home Advisor

Ciena Corp.
07.2008 - 06.2009

Master of Arts - Criminal Justice

Saint Leo University

Bachelor of Arts - Psychology

Sainto Leo Universiry

High School Diploma - General Studies

Lawrence High School

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Shakia Thomas