Summary
Overview
Work History
Education
Skills
Timeline
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Shakora Evans

Colorado Springs,CO

Summary

Compassionate Case Manager experienced in many environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities. I am confident that my skills and experiences as a professional will make me a valuable asset to any organization. As an employee, I can offer consistent dedication, motivation and a "get the job done" mindset. I am a team player who is always willing to apply myself fully within the company and will go that extra mile to complete any task given.

Overview

11
11
years of professional experience

Work History

Case Manager Supervisor

Ford Motor Co
01.2022 - Current
  • Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.
  • Managed and motivated employees to be productive and engaged in work.
  • Increased client satisfaction with services by closely monitoring progress and adjusting case plans as needed.
  • Enhanced team performance through regular supervision, coaching, and training of case managers.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Provided leadership, guidance and support to staff members.

Retention Specialist

AT&T/Directv
12.2018 - 01.2022
  • Reduced churn rate by developing personalized retention strategies for high-risk clients.
  • Adhered to appropriate legal scripting when required.
  • Trained junior team members, boosting overall department performance and service quality levels.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Streamlined communication channels for increased efficiency in addressing customer concerns.
  • Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Established strong relationships with key accounts, fostering loyalty and long-term client retention.

Assistant Manager/Store Manager

Footlocker
11.2016 - 01.2018
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.

Cashier/ Bistro Asst Manager

IKEA
01.2014 - 11.2016
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Addressed customer needs and made product recommendations to increase sales.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Used POS system to enter orders, process payments and issue receipts.
  • Worked with floor team and managers to meet wide range of customer needs.

Sales Associate/Cashier

Foot Locker
07.2013 - 01.2014
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Engaged with customers to build rapport and loyalty.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Worked closely with shift manager to solve problems and handle customer concerns.

Education

Texas Southern University
Houston, TX
04.2024

American Public University Online
05.2016

Thornton Fractional South High School
Lansing, IL
06.2013

Skills

  • Data Entry and Analysis
  • Microsoft Word
  • Excel
  • PowerPoint
  • Leadership development
  • Recruiting
  • Program Planning
  • Client Advocacy
  • Case Management Tracking
  • Conflict Resolution
  • Budget Administration
  • Case Documentation
  • Community Resources

Timeline

Case Manager Supervisor

Ford Motor Co
01.2022 - Current

Retention Specialist

AT&T/Directv
12.2018 - 01.2022

Assistant Manager/Store Manager

Footlocker
11.2016 - 01.2018

Cashier/ Bistro Asst Manager

IKEA
01.2014 - 11.2016

Sales Associate/Cashier

Foot Locker
07.2013 - 01.2014

Texas Southern University

American Public University Online

Thornton Fractional South High School

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