Zendesk
Shamika Baker
Customer Service
Miramar ,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Experience Associate
The Farmer's Dog
Miramar, FL
10.2022 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Guest Care Specialist
GameStop Corp
Pembroke Pines, United States
10.2021 - 10.2022
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Retention Specialist
Sprint Corp.
North Lauderdale, United States
02.2015 - 09.2019
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Smoothie Barista/Cashier
Smoothie King
Fort Lauderdale, FL
01.2014 - 02.2015
- Helped customers complete purchases, locate items and join reward programs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Tallied cash drawer at beginning and end of each work shift.
- Stocked, tagged and displayed merchandise as required.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Lead Waitress/Cashiering Team Lead
BBQ King
Fort Lauderdale, FL
09.2010 - 01.2014
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Oversaw daily operations of service team, delegated tasks and trained new staff.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
- Worked flexible schedule and extra shifts to meet business needs.
Education
GED -
Whiddon Rodgers Education Center
Fort Lauderdale, FL 05.2012 - 06.2012
Associate of Science - Networking Systems Technology
Broward College
Davie, FL 08.2022 - Current
Skills
Policy and procedure adherence
Multitasking Abilities
Flexible and Adaptable
Interpersonal Communication
Cultural Awareness
Outstanding interpersonal skills
Multi-line phone talent
Account management
Complaint resolution
Software
Microsoft Office
CRM Software
Remote Access Software
Linux
HRIS
Kronos
Mac OS
Windows Server
ServiceNow
Timeline
Customer Experience Associate
The Farmer's Dog
10.2022 - Current
Associate of Science - Networking Systems Technology
Broward College
08.2022 - Current
Guest Care Specialist
GameStop Corp
10.2021 - 10.2022
Customer Service Retention Specialist
Sprint Corp.
02.2015 - 09.2019
Smoothie Barista/Cashier
Smoothie King
01.2014 - 02.2015
GED -
Whiddon Rodgers Education Center
05.2012 - 06.2012
Lead Waitress/Cashiering Team Lead
BBQ King
09.2010 - 01.2014