Shakiria Jackson
Houston
Summary
Customer Experience Agent experienced in managing high call volumes and delivering prompt customer solutions. Achieved positive customer feedback through empathetic listening and effective problem-solving skills. Focused on promoting customer loyalty by providing exceptional service and identifying lasting solutions to customer challenges.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Agent (Remote)
Alorica
Houston
10.2025 - 01.2026
- Assisted customers with inquiries and resolved issues efficiently.
- Provided product information to enhance customer understanding.
- Documented customer interactions in the company database accurately.
- • Assisted customers through phone, chat, and email while delivering professional, efficient, and empathetic service.• Resolved customer concerns, account inquiries, billing questions, and service-related issues.• Maintained accurate customer records and meticulously documented interactions in company systems.• Demonstrated strong communication and problem-solving skills to consistently improve customer satisfaction metrics.• Met and exceeded performance goals for quality assurance, call handling, and customer experience KPIs.• Provided accurate product and service information while ensuring strict compliance with company policies.
- Collaborated with team members to improve service delivery processes.
- Maintained a positive attitude while engaging with diverse customers.
Security Officer
Allied Universal Security Services
Houston
05.2025 - 09.2025
- Monitored premises to ensure safety and security of the environment.
- Conducted regular patrols to detect and deter unauthorized activities.
- Responded promptly to alarms and incidents following established protocols.
- Monitored premises and conducted regular patrols to maintain a safe, secure, and welcoming environment.• Controlled access to facilities by verifying identification and authorizing entry of visitors and personnel.• Responded promptly to incidents, alarms, and emergencies while following established security protocols.• Prepared detailed incident, activity, and daily shift reports for management review.• Assisted employees, visitors, and customers with safety concerns, inquiries, and directions.• Observed and reported suspicious activities, hazards, and security violations to management immediately.
Dietary Aide
Regent Care Of Kingwood
Kingwood
10.2021 - 03.2022
- Assisted in meal preparation following dietary guidelines for residents.
- Served meals to residents in a timely and courteous manner.
- Maintained cleanliness and organization of dining areas and kitchen spaces.
- Served meals to residents in accordance with established schedules, medical dietary procedures, and individual preferences.• Set up and prepared cooking supplies and workstations during opening and closing to maximize kitchen productivity.• Maintained strict levels of cleanliness and sanitation for tables, floors, and food prep areas in compliance with food safety regulations.• Coordinated tray and table settings with proper tableware, condiments, and dietary tray cards.• Assured accuracy by adding specific food items, beverages, and utensils to trays and immediately delivering them to patient rooms.• Assisted in maintaining dry storage areas, handling the unpacking, dating, and rotating of food and non-food supplies.
- Collaborated with kitchen staff to ensure proper food handling procedures.
- Supported dietary staff by restocking supplies and ingredients as needed.
- Communicated resident dietary preferences to the nutrition team effectively.
Customer Service Associate
Texas Children Hospital
Kingwood
10.2020 - 09.2021
- Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders, and pricing needs.• Developed and actualized targeted customer service initiatives to significantly decrease visitor wait times.• Built a strong community reputation through a deep commitment to customer satisfaction and building long-term client relationships.• Supported a high volume of customers daily with a positive attitude, maintaining a focus on high-quality care and service.
- Responded to customer concerns with empathy and professionalism.
- Assisted families with patient inquiries and appointment scheduling.
- Provided support to medical staff in daily operations and patient care tasks.
- Maintained accurate patient records in electronic health systems.
- Facilitated communication between departments to improve service delivery.
- Educated patients on hospital policies and procedures for a smooth experience.
Education
Benjamin O Davis High School
Houston, TXSkills
Customer Experience Agent experienced in managing high call volumes and delivering prompt customer solutions Achieved positive customer feedback through empathetic listening and effective problem-solving skills Focused on promoting customer loyalty by providing exceptional service and identifying lasting solutions to customer challenges
Customer Experience Agent experienced in managing high call volumes and delivering prompt customer solutions Achieved positive customer feedback through empathetic listening and effective problem-solving skills Focused on promoting customer loyalty by providing exceptional service and identifying lasting solutions to customer challenges
Certification
- ADULT FIRST AID | CPR AED
- HIPAA Basics for Medical Assisting Training
Timeline
Customer Experience Agent (Remote)
Alorica
10.2025 - 01.2026
Security Officer
Allied Universal Security Services
05.2025 - 09.2025
Dietary Aide
Regent Care Of Kingwood
10.2021 - 03.2022
Customer Service Associate
Texas Children Hospital
10.2020 - 09.2021
Benjamin O Davis High School