Summary
Overview
Work History
Education
Skills
Timeline
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Shakirah Brown

Atlanta,GA

Summary

Versatile Customer Experience Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.

Overview

8
8
years of professional experience

Work History

Chat Specialist

Reynolds & Reynolds
Dayton, OH
02.2022 - Current
  • Provided technical support to customers via chat and email, responding to inquiries and resolving issues in a timely manner.
  • Assisted customers with product orders and billing inquiries, providing accurate information and following up on customer requests.
  • Responded to customer complaints and escalated complex cases to management as needed.
  • Maintained detailed records of customer interactions, updating account information as necessary.
  • Identified opportunities for process improvement, offering suggestions for streamlining operations.
  • Analyzed customer feedback data to identify trends in common problems or areas of confusion.
  • Created scripts for frequently asked questions to improve the efficiency of responses.
  • Utilized various software tools such as LiveChat to manage conversations with customers.
  • Performed quality assurance checks on chat transcripts from other team members, ensuring accuracy of responses.
  • Conducted research into potential solutions for customers' needs using internal databases or external sources.
  • Ensured compliance with company policies related to GDPR regulations when handling sensitive data.
  • Provided guidance on appropriate use of language during chats based on cultural considerations.
  • Handled escalations by transferring chats to supervisors when necessary or taking over chats when requested.
  • Actively sought out ways to enhance the overall customer service experience through creative problem-solving.
  • Developed automated messages that could be sent out in response to certain queries or used in specific situations.
  • Fostered relationships with customers through positive communication techniques while maintaining professionalism at all times.
  • Maintained business records by updating customer information.
  • Answered customer questions and resolved concerns quickly to maximize satisfaction.
  • Answered questions from customers that came in through the company's online chat feature.

Customer Experience Manager

Comcast
Philadelphia, PA
06.2018 - 06.2021
  • Developed customer service policies and procedures to ensure a consistent and positive experience.
  • Analyzed customer feedback data to identify areas of improvement in the customer experience.
  • Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
  • Managed escalated customer issues and resolved conflicts in a timely manner.
  • Developed programs for recognizing employees who demonstrate exemplary levels of service excellence.
  • Conducted regular surveys to assess customers' opinions about their experiences with the company's products or services.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Designed strategies for resolving common complaints from customers quickly and efficiently.
  • Identified opportunities for improving existing processes related to providing an outstanding level of service.
  • Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
  • Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.

Quality Assurance Analyst

Lenbrook Atlanta
Atlanta, GA
05.2016 - 09.2021
  • Worked with team members to create efficient workflows, resulting in high productivity.
  • Used quality monitoring system to compile and track individual and team performance.
  • Communicated regularly with management to discuss quality trends.
  • Conducted internal audits to measure adherence to established QA standards.
  • Trained and led staff on proper QA standards.
  • Developed corrective and preventive action plans to resolve non-compliance issues.
  • Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
  • Set and achieved product quality objectives while meeting product specifications.
  • Developed process improvements to enhance overall data quality.
  • Maintained self-study program to enhance QA knowledge and skills.
  • Utilized client satisfaction surveys to improve service quality.

Education

Bachelor of Arts - Childhood Development

Concordia University ST. Paul
Saint Paul, MN
08.2019

High School Diploma -

James Madison High School
Norcross, GA
01.2013

Skills

  • Correction Action Planning
  • Problem-Solving
  • Attentive and Observant
  • Detail Oriented
  • Performance Monitoring
  • Team Collaboration
  • Data Analysis
  • Verbal and Written Communication
  • Solution Development and Optimization
  • Quality Issue Identification
  • Testing Documentation
  • Consistent Procedure and Protocol Use
  • Providing feedback and accountability
  • Documentation and Reporting
  • Queue Management
  • Customer Education
  • Research
  • Issue Escalation
  • Online Communications
  • Client Inquiries
  • Customer Engagement

Timeline

Chat Specialist

Reynolds & Reynolds
02.2022 - Current

Customer Experience Manager

Comcast
06.2018 - 06.2021

Quality Assurance Analyst

Lenbrook Atlanta
05.2016 - 09.2021

Bachelor of Arts - Childhood Development

Concordia University ST. Paul

High School Diploma -

James Madison High School

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Shakirah Brown