Shakira Young
Memphis,TN
Summary
Accomplished Customer Service Representative and Case Manager with a proven track record at Veritas-HHS, excelling in critical thinking and customer service. Demonstrated ability to manage complex cases, achieving timely resolutions and fostering significant community relationships. Skilled in MS Office and case management, adept at maintaining confidentiality and professionalism under pressure. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative/Case Manager
Veritas-HHS
08.2024 - Current
- Collaborated with legal professionals to prepare court documents and present evidence supporting child support orders during hearings.
- Managed a high volume of complex cases, ensuring accurate documentation and timely resolution of issues.
- Built strong relationships with community organizations to expand resources available for families in need of additional support beyond child support enforcement.
- Provided compassionate guidance and resources for custodial parents seeking assistance with child support matters.
Customer Service Representative/Case Manager
Maximus Call Center
01.2024 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided exceptional customer service to clients while addressing their concerns, explaining processes, and offering guidance on navigating the child support system effectively.
- Collaborated with parents to establish consistent routines and maintain open communication channels for optimal child support.
Amazon
Customer Service Representative & Administration
05.2021 - 09.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Unarmed Security Officer
GardaWorld Security
06.2020 - 02.2021
- Completed full building and grounds patrols to spot and investigate concerns.
- Directed guests around building and answered accessibility questions.
- Contributed to a positive work environment through excellent teamwork and collaboration with colleagues.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
Education
No Degree - ASD Nursing
Southwest Tennessee Community College
Memphis, TN03.2027
High School Diploma -
Whitehaven High School
Memphis, TN05.2020
Skills
Customer Service
Problem-solving abilities
MS Office
Call center experience
Microsoft Excel
Microsoft Sharepoint
Remedy
AS-400
Authenticator
Navigate
Onbase
Professionalism
Case Management
Organization and Multitasking
Timeline
Customer Service Representative/Case Manager
Veritas-HHS
08.2024 - Current
Customer Service Representative/Case Manager
Maximus Call Center
01.2024 - 08.2024
Amazon
Customer Service Representative & Administration
05.2021 - 09.2023
Unarmed Security Officer
GardaWorld Security
06.2020 - 02.2021
No Degree - ASD Nursing
Southwest Tennessee Community College
High School Diploma -
Whitehaven High School
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