Shakkaa Bell
Summary
Results-driven professional with substantial expertise in customer relationship management and support. Skilled at identifying and addressing customer needs to deliver tailored solutions that enhance satisfaction and loyalty. Known for exceptional team collaboration and adaptability to shifting priorities, ensuring consistent achievement of goals.
Experienced with managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions. Track record of fostering strong collaborations and adapting to dynamic environments for continuous improvement.
Overview
9
9
years of professional experience
Work History
Customer Success Specialist
Wells Fargo
09.2023 - 06.2024
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
Phone Banker 2
Wells Fargo
12.2019 - 09.2023
- Navigate customer through online banking, login issues, app support
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
Supervisor, Customer Service
Teleperformance
09.2018 - 12.2019
- Motivate and coach team to reach goal requirements
- As well assisting members with quoting their benefits and medicare plan
Member Services Representative
Teleperformance
11.2017 - 11.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Roadside Assistance Agent
Enterprise and national rent a car
12.2016 - 08.2017
- Maintained thorough knowledge of company policies and procedures to provide accurate information to customers in need of assistance.
- Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
- Utilized GPS technology to accurately locate stranded motorists for faster response times.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
- Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
Customer service toll agent
Advantage and EZ rent a car
10.2015 - 12.2016
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Cashier/Customer Service
Sam's Club
03.2015 - 09.2015
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
Education
Technical college - Medical Assistant
Everest University
Orlando, FL01.2014
High School Diploma -
Continental Academy
Coral Gables, FL06-2003
Skills
- Management skills
- Customer service expert
- Computer skills
- Receptionist
- Bank Teller
- Call Center
- Customer Service
- Customer Support
- CSR
- Customer Care
- Banking
- Cash Handling
- Financial Services
- Data Entry
- Upselling
Additional Information
Customer service expert, Management skills, CPR experience
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Success Specialist
Wells Fargo
09.2023 - 06.2024
Phone Banker 2
Wells Fargo
12.2019 - 09.2023
Supervisor, Customer Service
Teleperformance
09.2018 - 12.2019
Member Services Representative
Teleperformance
11.2017 - 11.2019
Roadside Assistance Agent
Enterprise and national rent a car
12.2016 - 08.2017
Customer service toll agent
Advantage and EZ rent a car
10.2015 - 12.2016
Cashier/Customer Service
Sam's Club
03.2015 - 09.2015
Technical college - Medical Assistant
Everest University
High School Diploma -
Continental Academy
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