Shamika Chambers
Raleigh,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. 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
17
17
years of professional experience
Work History
Customer Services Rep
TIME WARNER CABLE
Raleigh , NC
2014.03 - Current
- Ensuring that customers are satisfied with products or services
- Following up with clients or customers to check that they’re still satisfied with any purchases
- Letting customers or providing introductory information to new customers clients know about additional products or services
- Determining the quickest, most effective ways to answer a client’s or customer’s questions
- Escalating queries and concerns Troubleshooting common issues with a product or service Working with a team of CSRs and other departments to find appropriate solutions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Remote Call Center Health Care
The University Hospital of Brooklyn at Long Island
Brooklyn New York , NY
2012.06 - 2014.08
- Oversaw daily operations of the call center, including staffing, training, scheduling, budgeting and performance management.
- Conducted regular meetings with staff to ensure customer service goals were achieved.
- Monitored team performance metrics such as average handle time and first contact resolution rate.
- Resolved escalated issues from customers related to product and service quality or billing disputes.
- Implemented strategies to increase customer satisfaction ratings.
- Collaborated with other departments to develop workflow processes that improved efficiency within the call center environment.
- Investigated customer complaints in order to determine root cause of issue and implement corrective actions where necessary.
- Created systems for tracking customer feedback data in order to improve processes and services offered by the call center.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained strong call control and quickly worked through scripts to address problems.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Hired, trained, and mentored staff members to maximize productivity.
Manager
PLS CHECK CASHERS
Brooklyn , NY
2010.08 - 2013.11
- Implement strategies to help meet store goals Administer progressive discipline, written corrective actions and employee plans as needed Understanding and knowing cash security policies and procedures review all daily balances report and discrepancies to the district manager Coach and develop assistant managers and supervisors in accordance to career development Resolve accounting, auditing, legal and customer service issues Prepared staff pay roll and weekly schedules
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Trained employees on additional job positions to maintain coverage of roles.
Head Teller
Sun Trust Bank
Richmond , VA
2007.12 - 2010.06
- Cultivated positive and enduring relationships with customers Interacted with clients requiring discretion with the ability to act promptly and follow through in response to request Maintained a teller line, monthly review, coaching review, weekly meetings , time scheduling, vault custodian Endured compliance in accordance with bank policies and procedures
- Identified customer needs and provided appropriate banking services.
- Verified cash withdrawals and deposits.
- Balanced daily transactions to ensure accuracy of account information.
- Cross-sold bank products and services to customers.
- Assisted in training new tellers on operational procedures, policies, and regulations.
- Maintained confidentiality of customer accounts by adhering to security procedures.
- Monitored vault cash levels and ordered currency from the Federal Reserve Bank as needed.
- Reconciled daily transactions with the general ledger system using specialized software programs.
- Analyzed customer data to identify potential fraud cases.
- Managed day-to-day operations of the teller line including scheduling staff members.
- Worked closely with branch managers on marketing initiatives designed to increase sales volume.
- Ensured proper handling of cash drawer limits according to bank policy.
- Greeted and assisted customers with professional, knowledgeable support for diverse banking needs.
Education
Associate of Science - Business Management
Kingsborough Community College
Brooklyn, NY12.2013
High School Diploma -
Cornerstone Christian Correspondence
Brooklyn, NY11.2010
Skills
- Addressed and answered customer concerns
- Built lucrative, long-term client relationships
- Communicated with customers about new product options
- Consulted and advised clients on service solutions
- Cultivated positive customer relationships
- Deepened relationships with key clients
- Inbound and Outbound Calling
- Data Entry
- Call Management
- Call Center Operations
- Service Upselling
- Typing 45 WPM
Timeline
Customer Services Rep
TIME WARNER CABLE
2014.03 - Current
Remote Call Center Health Care
The University Hospital of Brooklyn at Long Island
2012.06 - 2014.08
Manager
PLS CHECK CASHERS
2010.08 - 2013.11
Head Teller
Sun Trust Bank
2007.12 - 2010.06
Associate of Science - Business Management
Kingsborough Community College
High School Diploma -
Cornerstone Christian Correspondence
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