Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
10.2023 - 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
12.2021 - 09.2023
  • 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
05.2016 - 02.2023
  • 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
10.2017 - 06.2020
  • 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
10.2014 - 05.2016
  • 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, GA

Undergraduate credits towards BBA - Business Administration

Morgan State University
Baltimore, MD

Skills

  • 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
10.2023 - Current

Billing Coordinator III

Ryder Transportation Service
12.2021 - 09.2023

Customer Service Sales Support Representative

McKesson Medical Surgical
10.2017 - 06.2020

Lead Customer Service Quality Assurance Specialist

Global Training Solutions
05.2016 - 02.2023

Rental Reservation Sales Lead

Enterprise Holdings
10.2014 - 05.2016

Undergraduate credits towards BBA - Business Administration

Morgan State University

Licensed Real Estate Appraiser -

America’s Real Estate Academy

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