Shakira Hannah
Wrens,GA
Summary
Dependable phlebotomist effective in managing operations. Successful in encouraging team members to work efficiently and meet production targets. Well-organized, self-motivated and knowledgeable about successful strategies for managing fast-paced work.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Apple
06.2021 - 03.2023
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Developed and maintained strong relations with customers to meet quality expectations.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Customer Service Representative
Teleperformance
02.2014 - 05.2021
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers to resolve service and billing issues.
Cashier
IGA Supermarket
05.2011 - 05.2015
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Discounted purchases by scanning and redeeming coupons.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Verified customer age requirement for alcohol or tobacco purchases.
- Processed refunds for worn, damaged and broken merchandise.
Office Assistant
Jefferson County Works
07.2012 - 01.2013
- Answered phone calls and welcomed visitors to office.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Maintained business records by updating customer information.
- Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.
- Conducted office inventory checks and requested restock of supplies.
- Monitored calendars and scheduled appointments based on availability and established load limits.
- Answered telephones, directed calls and took messages.
Education
High School Diploma -
Jefferson County High School
Louisville, GA2009
Skills
- Technical Troubleshooting
- Attention to Detail
- Multitasking and Prioritization
- Organizational Skills
- Microsoft Windows and Office
- System Performance Assessments
- Apple Certified System Administrator (ACSA)
- Apple Certified Portable Technician (ACPT)
- Application Installations
- MS Office Proficiency
- Call Center Operations
- Collaborative Team Player
- Documentation Development
- Teamwork and Collaboration
- Troubleshooting Network Issues
- Customer Service Support
- Patient confidentiality
- Infection Control
- Specimen Preparation
- Venipuncture
Certification
- PT - Phlebotomy Technician
Timeline
Technical Support Representative
Apple
06.2021 - 03.2023
Customer Service Representative
Teleperformance
02.2014 - 05.2021
Office Assistant
Jefferson County Works
07.2012 - 01.2013
Cashier
IGA Supermarket
05.2011 - 05.2015
High School Diploma -
Jefferson County High School