Summary
Overview
Work History
Education
Skills
Timeline
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Shameka Daniels

Saline ,LA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Concentrix
Newark, CA
01.2022 - Current
  • • Handled multiple inbound back to back calls
    • Navigated multiple computer systems to access and update customer
    information
    • Patiently explained to customers how to navigate through Software
    • Input billing information for customers like credit card information,
    company address,phone number and email
    • Followed customer screen through using Glance so that I can have a better
    idea of the customers issue
    • Demonstrated to Certified Public Accountants (CPA's)calling for clients on
    how to properly reconcile Business accounts
    • Use Several different applications like Salesforce, CCP,PSP,OII,Fae
    Billing,Outlook,Microsoft word, and Microsoft Office 365
    • Provided assistance to customers with downloading software
    • Showed customers how to submit Federal Quarterly/Annual forms
    through software
    • Provided assistance on how to properly use map networking system
    within computer folder

Customer Service Representative

Teleperformance-USA
Shreveport, LA
11.2020 - 01.2022
  • Answered customer inquiries via phone, email, and chat.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Developed positive relationships with customers through friendly interactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Education

High School Diploma -

Saline High School
Saline, LA
05-2014

Skills

  • Ability to work independently and thrive in a remote work enviroment
    Strong communication and interpersonal skills
    Ability to work under pressure
    3 years or greater of Customer Service
    Open to learning and adaptable
    Great team player, very reliable and dependable
    Multitasking,able to handle multiple chats
    Great people skills
    Willing to work long hours to get the tasks at hand completed
    Typing Proficiency
    Great with asking probing questions to better understand the customer so
    that the issue is resolved in a timely manner
    Shows empathy and compassion to customers
    Knows the main customer service methods to maintain great metrics
    within my daily interactions/chats with customers which
    includes,listening,understanding,empathizing and respecting the
    customers feelings
    Professionally trained on how to use (UDAS)method by questioning is it
    the USER,DATA,APPLICATION or SYSTEM when interacting with
    customers to help the customer as effectively as I can

Timeline

Customer Service Representative

Concentrix
01.2022 - Current

Customer Service Representative

Teleperformance-USA
11.2020 - 01.2022

High School Diploma -

Saline High School

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Shameka Daniels