Summary
Overview
Work History
Education
Skills
Work Preference
Work Availability
Timeline
BusinessAnalyst
SHAMIKA JEFFERY

SHAMIKA JEFFERY

Palmdale,CA

Summary

Detail oriented administrative professional with a proven track record in delivering exceptional customer service across diverse industries, including automotive, insurance, and telecommunications. An expert at building and maintaining positive relationships with peers and management, fostering cross-departmental collaborations. An innovative and passionate team player ready to apply 15 years of expertise in customer service, technical support, and client relations towards a career with Experian.

Overview

15
15
years of professional experience

Work History

Sales Consultant

CARMAX
11.2021 - Current
  • Applied a customer-centric approach, actively listening to client needs via verbal and written communication, customizing offers to meet specific requirements.
  • Proficiently managed and resolved customer inquiries, consistently exceeding call quality and soft skills goals, ranking top 5% of the organization.
  • Utilized Salesforce, Order Processing, and Order Entry to document customer interactions and preferences for personalized service whether initial or follow up.
  • Assisted customers with vehicle inquiries, pricing, financing, and transactions contributing to 3% revenue growth.

Associate Consultant - Services

PROGRESSIVE INSURANCE
11.2020 - 10.2021
  • Delivered quality customer service by phone, chat, and email displaying exceptional soft skills and extensive product knowledge contributing to a 93% client satisfaction rating.
  • Collaborated effectively with cross-functional teams to address customer needs and resolve issues.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Maintained comprehensive records of completed projects, serving as a key resource for personal and professional development initiatives.

Account Services Representative

AMS FULFILLMENT
09.2019 - 09.2020
  • Maintained high awareness of promotions, client programs and products, helping sustain high B2B client retention.
  • Collaborated with cross-functional teams to ensure a smooth integration of new clients into the company systems and operations.
  • Consulted with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Exceeded revenue quota by 10% through product and service promotion during routine calls.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Executive Assistant

ADVANCE COMPUTER CONSULTANTS
01.2018 - 09.2019
  • Optimized daily business operations, exhibiting proficiency in new client setup and client management.
  • Managed intricate scheduling demands via Microsoft Office with precision, ensuring coordination, project, and timeline management.
  • Planned business arrangements by phone or email communication, overseeing scheduling and execution for hassle free events.
  • Maintained and updated all electronic devices with the latest software, ensuring a secure and up-to-date work environment.

Customer Retention Representative

COX COMMUNICATIONS
08.2013 - 12.2017
  • De-escalated retention calls while identifying additional product/service needs for existing customers, effectively presenting the benefits, and securing additional sales.
  • Maintained key performance indicators including first call resolution, handle time, call quality, and work order efficiency goals.
  • Demonstrated flexibility in negotiating alternative solutions securing long-term commitments and increasing customer retention by 7%.
  • Consistently performed in the top 5% in the SW Region and participated in the Subject Matter Expert (SME) program.
  • Evaluated new hire progress regularly, providing timely feedback for continuous improvement in development and performance.

Technical Support Representative

COX COMMUNICATIONS
01.2012 - 08.2013
  • Effectively managed and navigated diverse systems and applications, resolving complex technical issues with effective troubleshooting, ensuring a customer resolution.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Tailored communication to meet individual customer needs and collaborated within a dynamic team.
  • Led and facilitated meetings, fostering collaboration and knowledge-sharing among team members to enhance overall performance and efficiency.
  • Innovated and implemented a Product Knowledge Jeopardy PowerPoint, providing an engaging and educational tool, enhance departmental understanding and proficiency by 40%.

Inbound Customer Service Agent

SITEL
01.2009 - 01.2012
  • Provided exceptional customer support to ensure satisfaction and resolve inquires via multiple communication channels including phone, email, and chat.
  • Diagnosed and resolved technical issues leveraging extensive knowledge of the products contributing to a personalized experience and effective troubleshooting.
  • Completed the Subject Matter Expert (SME) and Training and Development program, collaborating with management ways to enhance overall team performance and customer service skills.
  • Worked closely with new hires, answering questions, and addressing various concerns during onboarding process.
  • Monitored calls for quality assurance providing constructive feedback and identifying coaching opportunities to improve the customer experience, increasing customer satisfaction scores by 12%.

Education

ASSOCIATE OF SCIENCE - Medical Billing and Coding

San Joaquin Valley College
Visalia, CA
02.2020

Skills

  • Quality Assurance
  • Training and development
  • Customer Relationship Management Software (CRM)
  • Data Analysis
  • Client Communication
  • Microsoft Office 365
  • Payment Processing
  • Claims Processing
  • Medical Terminology
  • Performance Tracking
  • Documentation and Recordkeeping
  • Policy understanding
  • Exceptional Customer Service
  • Attention to Detail
  • Problem Solving
  • Organizational and Time Management
  • Verbal and Written Communication

Work Preference

Work Type

Full Time

Work Location

Remote

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Sales Consultant

CARMAX
11.2021 - Current

Associate Consultant - Services

PROGRESSIVE INSURANCE
11.2020 - 10.2021

Account Services Representative

AMS FULFILLMENT
09.2019 - 09.2020

Executive Assistant

ADVANCE COMPUTER CONSULTANTS
01.2018 - 09.2019

Customer Retention Representative

COX COMMUNICATIONS
08.2013 - 12.2017

Technical Support Representative

COX COMMUNICATIONS
01.2012 - 08.2013

Inbound Customer Service Agent

SITEL
01.2009 - 01.2012

ASSOCIATE OF SCIENCE - Medical Billing and Coding

San Joaquin Valley College

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SHAMIKA JEFFERY