Shakira Burnett
Fort Knox,KY
Summary
Versatile customer service representative with proven experience delivering service standards to high-level customer accounts. Strong communicator who builds client trust with persuasive language and an unwavering customer support attitude. Resourceful Customer Support Specialist known for high productivity and efficient task completion. Possess specialized skills in problem-solving, customer relationship management, and technical support. Excel in communication, empathy, and adaptability, ensuring exceptional service and support to customers. Committed to leveraging these abilities for improved customer satisfaction and business success.
Overview
16
16
years of professional experience
Work History
Honor Guard Member
U.S. Army Human Resource Command Ceremonial Honor Guard
08.2023 - Current
- Represent the Human Resources Command at official ceremonies, including retirement and promotion ceremonies, distinguished visitor visits, and national observances
- Maintain a high level of discipline, precision, and professionalism in uniform and during ceremonial duties
- Received recognition for exceptional performance and dedication to upholding the honor and tradition of the organization
Human Resources Assessor
U.S. Army (Human Resources Command)
09.2021 - Current
- Oversee daily operations and manage Soldiers and Civilians in the Enterprise Modernization Directorate
- Provide leadership with insights on administrative and training matters ensuring informed decisions were made
- Produce and analyze daily, weekly, and monthly reports to track directorate performance
- Coordinate internal and external meetings, fostering collaboration and strategic alignment
- Collaborate with leadership to develop and implement personnel programs that enhance Soldier’s morale and retention
Executive Administrative Assistant (Remote)
U.S. Army (108th Training Command (IET))
10.2017 - 08.2021
- Served as the Executive Administrative Assistant within the office of the Secretary of the General Staff in a two-star command to the Command Sergeant Major (the Senior Enlisted Advisor)
- Responsible for planning, synchronizing, and managing command events and ceremonies, coordinating all VIP visits and briefings
- Managed staff by compartmentalizing tasks and conducting teleconferences to determine progress and problematic areas
- Responsible for planning and coordinating Command semi-annual retirement ceremonies and annual conferences
- Charged with maintaining accountability for equipment valued over $85k without loss
Supervisor
iQOR
04.2011 - 08.2014
- Coached and developed a team of 17 agents to deliver exceptional customer service to T-Mobile clients
- Analyzed performance data to identify areas for improvement, leading to measurable performance gains
- Managed call volumes to maintain service level agreements, ensuring representatives were always ready
- Provided targeted coaching to exceed goals, resulting in significant improvements in customer satisfaction
- Optimized call volume management and maintained service level agreements by ensuring agent’s readiness and strategic scheduling
- Fostered team growth through personalized mentoring, enhancing individual skills to deliver world-class customer experiences
- Implemented data-driven strategies to identify performance gaps and develop tailored improvement plans for each team member
Liaison Officer
U.S. Army Reserve, 841st Engineer Battalion
, Afghanistan
02.2012 - 03.2013
- Served as the Liaison Officer amongst the Engineers elements
- Possess exceptional communication skills used to make complex decisions geared toward the organization’s best interest
- Coordinated and represented the company during briefs and teleconferences
- Delivered exceptional customer service by resolving travel inquiries with a 100% satisfaction rate
Customer Service Representative
iQOR
09.2008 - 03.2011
- Assisted T-Mobile customers, delivering exceptional care and resolving inquiries efficiently
- Managed high call volumes, maintaining professionalism and a positive attitude
- Identified common issues and suggested improvements to enhance customer service
- Implemented sales strategies, reducing account cancellations by 14.7%
- Resolved complex customer issues, reducing account cancellations and enhancing T-Mobile’s service reputation through proactive problem-solving
Education
Associate of Arts -
Florida State College at Jacksonville
04.2017
Skills
- Microsoft Office Proficient
- 60 WPM
- Certified Executive Administrative Assistant
- Certified Protocol Training
- Conflict Resolution
- Data Analysis
- Data Entry and Record-Keeping
- Strategic Planning
- Leadership Development
- Event Coordination
- Report Generation
- Victim Advocacy
- Resilience
- Postal Certified
- Suicide Prevention
- Customer service excellence
Additional Information
3 years of direct sales and/or customer service experience
Leadershipandactivities
U.S. Army Human Resource Command Ceremonial Honor Guard, 08/23 - Present, Represent the Human Resources Command at official ceremonies, including retirement and promotion ceremonies, distinguished visitor visits, and national observances., Maintain a high level of discipline, precision, and professionalism in uniform and during ceremonial duties., Received recognition for exceptional performance and dedication to upholding the honor and tradition of the organization.
Timeline
Honor Guard Member
U.S. Army Human Resource Command Ceremonial Honor Guard
08.2023 - Current
Human Resources Assessor
U.S. Army (Human Resources Command)
09.2021 - Current
Executive Administrative Assistant (Remote)
U.S. Army (108th Training Command (IET))
10.2017 - 08.2021
Liaison Officer
U.S. Army Reserve, 841st Engineer Battalion
02.2012 - 03.2013
Supervisor
iQOR
04.2011 - 08.2014
Customer Service Representative
iQOR
09.2008 - 03.2011
Associate of Arts -
Florida State College at Jacksonville
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