Shakira Highsmith
Data Managment
Tarboro,NC
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
5
5
Certificates
Work History
Contact Center Team Lead
CIOX HEALTH, Health Information Managment
Tarboro, NC
02.2021 - 12.2022
- Modeled articulate and clear verbal communication with customers.
- Maintained positive attitude and enjoyed working with and for public.
- Researched applicable rules and support materials and delivered timely assistance to calling team.
- Initiated and executed new policies and procedures in contact center.
- Created goals, encouraged timely progression of performance and recognized and rewarded successful performance.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Communicated professionally with colleagues, freelancers and clients.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Technical Support Representative
US Cellular Wireless
Wilmington, NC
03.2018 - 06.2021
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Managed high levels of call flow and responded to all technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Promoted efficiency among departments with prompt resolution of system issues.
- Submitted service tickets for equipment maintenance requests.
- Responded promptly to incoming sales leads and requests for technical support.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
Med Tech/PCA/ Supervisor In Charge/Receptionist
Wellington Park Assisted Living Facility
Kenansville, NC
06.2016 - 02.2018
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Helped patients maintain healthy skin by checking wounds, assessing integrity and bathing bedbound individuals.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Interviewed, hired and trained new employees for production positions.
Assistant Manager/Manager
Taco Bell
Wilmington, NC
05.2014 - 12.2016
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Reduced financial discrepancies to minimize threats to health and productivity of business.
- Reviewed sales and gross profit report to assess company efficiency.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line.
Shift Manager
Taco Bell
Wilmingt, NC
03.2011 - 05.2014
- Excelled in every store position and regularly backed up front-line staff.
- Trained and mentored new employees to maximize team performance.
- Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Kept employees operating productively and working on task to meet business and customer needs.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Supervised employees and oversaw quality compliance with company standards for food and services.
Aarons Customer Service Rep
Aaron's
Wallace, NC
08.2009 - 04.2011
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
- Recommended products to customers, thoroughly explaining details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
High school diploma - General Education
Pender High School
Burgaw, NC 08.2006 - 06.2010
Skills
Professional telephone demeanor
undefinedCertification
CPR Certification
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Contact Center Team Lead
CIOX HEALTH, Health Information Managment
02.2021 - 12.2022
Technical Support Representative
US Cellular Wireless
03.2018 - 06.2021
Med Tech/PCA/ Supervisor In Charge/Receptionist
Wellington Park Assisted Living Facility
06.2016 - 02.2018
Assistant Manager/Manager
Taco Bell
05.2014 - 12.2016
Shift Manager
Taco Bell
03.2011 - 05.2014
Aarons Customer Service Rep
Aaron's
08.2009 - 04.2011
High school diploma - General Education
Pender High School
08.2006 - 06.2010
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