Shamika Thompson
Dacula,GA
Summary
Customer-focused professional with extensive experience in Customer Service, Quality Assurance and enterprise client support. Skilled in building strong client relationships, driving adoption of solutions, resolving escalations, and collaborating across cross functional teams to ensure customer satisfaction and retention. Adept at leveraging CRM and reporting tools to track metrics, identify trends, and deliver measurable results.
Overview
11
11
years of professional experience
Work History
Data Quality Control Specialist
LexisNexis
2023.10 - Current
- Partner with insurance carriers to validate and maintain accurate customer data, ensuring compliance and strengthening client trust.
- Collaborate with internal and external teams to resolve data issues quickly, ensuring timely processing and customer satisfaction.
- Produce reporting dashboards to track data accuracy, compliance, and customer health for leadership review.
- Hybrid
Billing Coordinator III
Ryder Transportation Service
2021.12 - 2023.09
- Acted a liaison between enterprise customers, account managers, and internal departments to resolve billing disputes.
- Ensured 98% accuracy in audits while preparing reports, journal entries and credit adjustments.
- Remote
Lead Customer Service Quality Assurance Specialist
Global Training Solutions
2016.05 - 2023.02
- Monitored customer service interactions and provided actionable coaching to improve communication, compliance and customer satisfaction.
- Partnered with training teams to develop onboarding materials and improve client adoption of processes.
- Implemented process improvements across departments, reducing resolution time and increasing client engagement.
- Remote
Customer Service Sales Support Representative
McKesson Medical Surgical
2017.10 - 2020.06
- Ensured 100% order accuracy for supplier management and purchase orders.
- Supported 10 Account Sales Managers with timely and accurate order processing.
- Managed and maintained VIP and E-Commerce customer medical supply sales accounts.
- Collaborated with cross-functional departments to streamline processes.
Rental Reservation Sales Lead
Enterprise Holdings
2014.10 - 2016.05
- Built and maintained strong relationships with enterprise and individual clients.
- Managed escalations and resolved customer concerns quickly, maintaining high satisfaction scores.
- Trained and coached new hires on customer service, sales and operational procedures.
- Collaborated with cross-functional teams (Sales, Fleet and Branch management) to ensure seamless service delivery and client experience.
- Remote
Education
Licensed Real Estate Appraiser -
America’s Real Estate Academy
Chamblee, GAUndergraduate credits towards BBA - Business Administration
Morgan State University
Baltimore, MDSkills
- Customer Success & Relationship Management
- Enterprise Client Support Customer Onboarding Retention & Renewal
- Customer Escalation Resolution Cross-Functional Collaboration Account Management
- Quality & Data Analysis
- Call Monitoring & QA KPI Analysis Process Improvement Reporting & Metrics
- Tools & Technology
- Salesforce, CRM, Verint, NICE, Workday, JIRA, Microsoft Office, JDE, AS-400, Avaya
- Training & Development
- Coaching Resource Development Onboarding Support Performance Feedback
Timeline
Data Quality Control Specialist
LexisNexis
2023.10 - Current
Billing Coordinator III
Ryder Transportation Service
2021.12 - 2023.09
Customer Service Sales Support Representative
McKesson Medical Surgical
2017.10 - 2020.06
Lead Customer Service Quality Assurance Specialist
Global Training Solutions
2016.05 - 2023.02
Rental Reservation Sales Lead
Enterprise Holdings
2014.10 - 2016.05
Undergraduate credits towards BBA - Business Administration
Morgan State University
Licensed Real Estate Appraiser -
America’s Real Estate Academy