Summary
Overview
Work History
Education
Skills
Accomplishments
Digital Literacy
Timeline
Generic

Shameena Hack

Granada Hills,Ca

Summary

Successful track record delivering superior customer service in a high performance environment where customer satisfaction is a key performance indicator. Highly skilled in active listening and communication while entering data through multiple software applications. Principled and compassionate to client needs while ensuring adherence to operational and compliance business controls. Reputable Technician with 10 years of hands-on experience monitoring and servicing systems and troubleshooting equipment. Analytical and logical team player recognized for handling tasks quickly and accurately. Comfortable working independently without supervision.

Overview

21
21
years of professional experience

Work History

Helpline Technician

Medtronic, Inc
Northridge, CA
02.2013 - 05.2025
  • Expert technical understanding of the Medtronic insulin pump and associated devices
  • Expert complaint handling which consists of excellent documentation skills and the application of reason codes for outbound and inbound calls as well as responses to emails
  • Troubleshot systems and equipment and ran tests to make effective recommendations.
  • Documented and handled calls associated with clinical trials for investigational products
  • Working closely with field trainers, and associates to ensure effective care for all patients
  • Troubleshot systems to determine appropriate resolution for reported problems with usage.
  • Provide excellent customer service especially during handling escalated calls
  • Analyze reports utilized by customers to help them better understand the products
  • Quick thinking and swift decision-making are a constant necessity to resolve emergencies as quickly as possible
  • Checking status of RX and inventory for customers and supplying delivery expectancy for orders that are processed
  • Correspondence with HCPs, patients and research subjects
  • Promoted to handling global helpline calls in addition to US helpline calls.

Manager, Sales and Operations

Hack’s Auto Body
Sylmar, CA
08.2009 - 12.2012
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored staff performance and addressed issues.
  • Wrote all customer invoices
  • Entered time and attendance logs in preparation for payroll every Friday.
  • Responsible for all accounting for the business
  • Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
  • Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
  • Accountable for ordering and picking up all materials for the auto body shop
  • Handled all deliveries upon completion of cars to clients.
  • Enforced customer service standards and resolved customer problems to uphold quality service.

Sales Administrative Assistant

BE Aerospace
Pacoima, CA
10.2006 - 10.2008
  • Supported a sales department of 4-5 people
  • Responsible for answering a 20 to 30-line telephone system
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Responded to inbound inquiries from customers, vendors and partners with courteous attitude.
  • Executed data entry in the department, including inputting all the sales representatives’ sales orders
  • Upon completion of the data entry, ran sales orders to the appropriate department for shipment
  • Completed filing of invoices for my department
  • Assisted with faxes and follow-ups for customers

Receptionist

Frith –Smith & Archibald LLP
Encino, CA
09.2004 - 05.2005
  • Responsible for answering incoming calls for multiple companies within the office
  • Established good customer relationships with not only our clients, but also the other companies' clients within our office
  • Created various packages and engagement letters for company clients
  • Packages, on occasion, included financial statements and monthly bills
  • Sorted various mail and packages delivered to the company
  • E-mailed certain clientele regarding their financial billing and statements per month.

Education

High School Degree -

Granada Hills High School

Skills

  • Attention to Detail
  • Documentation and Reporting
  • Troubleshooting and Diagnosis
  • Customer Service
  • Work Planning and Prioritization
  • Problem-Solving
  • Document Preparation
  • Works Well Under Pressure
  • Issue Resolution
  • Relationship Building
  • Customer Interaction
  • Multitasking and Organization
  • Program Support

Accomplishments

  • Proudly rated by management as a leading performer.
  • Reduced technical escalations to management .
  • Developed relationships with new clients and typically exceeded all metric goals .
  • Consistently maintained high customer satisfaction ratings.
  • Recognized as Employee for outstanding performance.
  • Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Digital Literacy

  • Efficient in SAP/CRM
  • Knowledgeable in SalesForce
  • Experienced in Microsoft word
  • Proficient In Microsoft Outlook

Timeline

Helpline Technician

Medtronic, Inc
02.2013 - 05.2025

Manager, Sales and Operations

Hack’s Auto Body
08.2009 - 12.2012

Sales Administrative Assistant

BE Aerospace
10.2006 - 10.2008

Receptionist

Frith –Smith & Archibald LLP
09.2004 - 05.2005

High School Degree -

Granada Hills High School

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