SHAMEKA HOWARD
Chicago,Il
Summary
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Amazon
Chicago, Illinois
10.2023 - Current
- Implemented innovative methods for streamlining the customer service process.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Patient Access Representative
The Chicago Lighthouse
Chicago, IL
08.2024 - 11.2024
- Ensured accuracy of all data entered into computer system.
- Created new patient accounts in EMR system as needed.
- Answered phones promptly in a professional manner.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
Stock Controller
UC Medicine
Chicago, Illinois
05.2022 - 09.2023
- Collaborated with colleagues from other departments to streamline existing processes and improve overall productivity
- Created detailed documents outlining processes for receiving, storing, picking and shipping products within the warehouse environment
- Responded promptly to customer queries regarding availability or delivery dates of specific products
- Developed and maintained accurate inventory records using Excel spreadsheets
Unit Secretary
Northwestern Hospital
Chicago, Illinois
02.2020 - 04.2023
- Answered patient call signals or bells to determine patient needs
- Organized patient records and medical charts in an efficient manner to ensure accuracy of data
- Assisted in managing patient flow for unit by performing bed coordination and discharge duties
- Operated office equipment such as copiers, fax machines, and scanners efficiently to complete day-to-day tasks quickly
- Operated telephone switchboard to answer, screen and forward calls
Railroad Conductor
Chicago Transit Authority
Chicago, Illinois
01.2016 - 01.2020
- Demonstrated proficiency in utilizing radio communications devices for coordination between crew members
- Demonstrated expertise in operating trains safely and efficiently, ensuring compliance with all applicable rules and regulations
- Exercised discretion when making decisions affecting safety and security measures during transit
- Applied sound judgment when evaluating situations to determine appropriate course of action for safe operation of the train
Call Center Team Lead
AT&T
Chicago, Illinois
04.2015 - 10.2017
- Mentored new team members on company policies and procedures related to call center operations
- Trained agents on how to use phone systems, databases, software applications, tools and other resources effectively
- Implemented best practices for call handling techniques used by agents during customer interactions
- Interfaced with customers via email or chat services as well as over the phone when necessary
- Actively listened to customers' needs and provided appropriate solutions
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Navigated multiple computer systems and applications and utilized search tools to find information
Customer Service Representative
US Cellular
Chicago, Illinois
02.2010 - 04.2015
- Handled customer complaints and inquiries in a courteous and efficient manner
- Responded to telephone inquiries and complaints following standard operating procedures
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Logged details of customer service calls in computer system following correct protocols
Education
Associate in Science (A.S.) - Applied Science
Kennedy King College
Chicago05.2025
Skills
- Time Management
- Decision Making
- Multitasking
- Customer Service
- Analytical Skills
- Scheduling
- Complaint resolution
- Salesforce expertise
- Customer retention strategies
- ERP software
- Adaptability
- Written communication
- Epic implementation
- Call center operations
References
References available upon request
Timeline
Patient Access Representative
The Chicago Lighthouse
08.2024 - 11.2024
Customer Service Representative
Amazon
10.2023 - Current
Stock Controller
UC Medicine
05.2022 - 09.2023
Unit Secretary
Northwestern Hospital
02.2020 - 04.2023
Railroad Conductor
Chicago Transit Authority
01.2016 - 01.2020
Call Center Team Lead
AT&T
04.2015 - 10.2017
Customer Service Representative
US Cellular
02.2010 - 04.2015
Associate in Science (A.S.) - Applied Science
Kennedy King College