Shammerica Parker
Zephyrhills,FL
Summary
Dynamic Senior Account Expert with over eight years of experience in customer service and account management. Recognized for resolving complex issues and enhancing customer satisfaction through effective communication and relationship-building strategies. Committed to delivering exceptional service and driving customer loyalty.
Overview
19
19
years of professional experience
Work History
Independent Contractor
Spark
Zephyrhills, Fl
08.2025 - Current
- Managed project timelines and deliverables for client engagements.
- Handled fragile packages with care
- Communicated with customers via phone in regards of package delivery
Independent Contractor
Amazon flex
Zephyrhills, Florida
05.2025 - Current
- Managed project timelines and deliverables for client engagements.
- Handled fragile packages with care
- Communicated with customers via phone in regards of package delivery
Senior Account Expert
T-Mobile
Tampa, Florida
07.2018 - 04.2026
- Addressed escalated customer concerns with effective problem-solving strategies.
- Provided expert guidance on service plans and promotional offers.
- Managed customer accounts and resolved complex billing issues.
- Collaborated with cross-functional teams to enhance customer experience.
- Delivered exceptional account service to strengthen customer loyalty.
- Listened to customer needs to identify and recommend the best products and services.
- Collaborated with other departments to resolve any discrepancies or issues in a timely manner.
- Researched complex accounting issues and provided recommendations for solutions.
- Ensured compliance with company policies as well as local, state and federal laws.
Supervisor
GC Services LP
Lakeland, FL
08.2016 - 05.2018
Cross-trained and provided back-up assistance to customer service representatives, enhancing team flexibility. Resolved product and policy issues while promoting benefits of new technology to improve customer understanding. Guaranteed positive customer experiences and resolved all customer complaints. Resolved customer questions, issues and complaints. Immediately addressed negative customer feedback to restore satisfaction and maintain positive relationships. Effectively communicated with team members to maintain clearly defined expectations. Answered customer requests with friendly, knowledgeable service and support. Developed rapport with the customer base by handling difficult issues with professionalism. Completed research on complex problems and resolved issues in a timely manner.
Custmer Service Reprpesentative
SYKES Lakeland (Griffin)
Lakeland, FL
03.2014 - 01.2015
Resolved product issues, educating customers on benefits of new technology. Managed quality communication, customer support and product representation for each client. Interacted with customers and retail buyers to expedite order fulfillment. Resolved product/policy issues and shared benefits of new technology. Performed in-depth research to answer more complex questions. Processed customer transactions efficiently while delivering excellent customer service. Delivered positive customer experiences and resolved all customer complaints. Sought opportunities to upsell and promote additional merchandise.
Cashier
Walmart
Dade City, FL
03.2013 - 12.2013
Processed and issued money orders for customers. Assisted customers in finding out-of-stock items. Maintained adequate cash supply in cash drawers in multiple checkout stations. Recommended and located merchandise tailored to customer needs to drive sales. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Organized the store by returning all merchandise to its proper place. Stocked and rotated inventory regularly. Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning. Worked as a team member performing cashier duties, product assistance and cleaning. Resolved customer complaints and provided attentive service to enhance overall satisfaction. Addressed customer product concerns to enhance satisfaction and shared benefits of new technology. Addressed customer complaints regarding store and product issues. Expressed appreciation and invited customers to return to the store. Processed merchandise returns and exchanges. Rang up customers in a timely manner and provided a high level of customer service.
Customer Service Representative
Accent Marketing
Zephyrhills, FL
01.2008 - 01.2011
Ensured positive customer experiences by effectively resolving all complaints.
Assisted customers with invoice inquiries regarding calls, tax rates, and charges while recommending better plans.
Reviewed accounts to confirm customers received optimal plans based on their calling habits.
Processed payments for customers by credit or debit card and checks.
Education
High School Diploma - diploma
Pasco High School
Dade City, FL06-2006
Skills
- Account Management
- Billing resolution
- Customer upselling
- Customer retention
- Customer engagement
- Customer satisfaction
- Microsoft Excel
- Microsoft Word
- Computer Proficiency
- Sharp problem solver
- Conflict resolution
- Active listening skills
- Strong organizational skills
- Adaptive team player
- Client communication
- Relationship building
- Multitasking
- Professionalism
- Speaking
- Policy compliance
Timeline
Independent Contractor
Spark
08.2025 - Current
Independent Contractor
Amazon flex
05.2025 - Current
Senior Account Expert
T-Mobile
07.2018 - 04.2026
Supervisor
GC Services LP
08.2016 - 05.2018
Custmer Service Reprpesentative
SYKES Lakeland (Griffin)
03.2014 - 01.2015
Cashier
Walmart
03.2013 - 12.2013
Customer Service Representative
Accent Marketing
01.2008 - 01.2011
High School Diploma - diploma
Pasco High School