Shaneka Alexander
Coralville,US
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win.
Overview
13
13
years of professional experience
Work History
TELEMARKETING/CUSTOMER SUPPORT
Sassy’s Event
07.2023 - 2024
- Managed inbound and outbound calls at Sassy’s Event, building rapport with potential clients while handling customer inquiries and resolving issues promptly to enhance satisfaction and retention.
- Converted prospects into clients through targeted phone campaigns, while providing exceptional post-event support that strengthened customer relationships and generated valuable feedback.
- Generated new business opportunities through cold calling and follow-ups, while maintaining detailed customer records and resolving concerns to ensure client satisfaction.
- Supported event coordination by managing client communications, addressing concerns promptly, and maintaining positive relationships with both potential and existing customers.
- Track customer interactions in CRM system, documenting inquiries and resolutions while identifying patterns to improve service delivery and response protocols.
- Process payments for upcoming events.
CUSTOMER SERVICE COORDINATOR
First National Bank (FNBO)
02.2019 - 07.2023
- Providing outstanding customer service in regards to customer’s credit card accounts from inbound calls.
- Reporting fraud, releasing payments, updating customer information.
- Setting up online access as well as investigating account issues and concerns.
- This position requires thinking outside the box to provide an unforgettable customer experience while creating loyalty to our company starting with Club Coordinators frontline.
LAB ASSISTANT
Neogen
06.2018 - 12.2018
- Receive and process samples.
- Prepare samples for testing.
- Prepare and maintain accurate laboratory records, label specimens accurately and distribute them to the appropriate department.
- Perform quality control as directed by the Laboratory Manager.
- Clean and maintain work area and all lab equipment and supplies.
ADVERTISING SALES CONSULTANT
Lincoln Journal Star
02.2017 - 01.2018
- Answered incoming calls with service, billing, and payment inquiries.
- Communicated through email, phone and in person with clients seeking advertisement space.
- Gathered information from clients to place ads and obituaries in the newspaper.
- Worked with strict printing deadlines; assuring all information was gathered in time and that all parties were notified of time restrictions.
- Processed information to release invoices to correct departments.
- Approached families require obituaries with compassion.
TELEPHONE ADVOCATE
PCCW Teleservices, Inc.
05.2010 - 01.2016
- Processed updates on customer accounts to ensure accuracy.
- Engage potential clients via calls and chats to book events, enhancing customer satisfaction.
- Address inquiries and provide accurate service quotes, ensuring seamless customer interactions.
- Facilitate payment processing, maintaining transaction accuracy and client trust.
- Increase company visibility through effective advertisement strategies, boosting event bookings.
- Collaborate with the team to refine customer support processes, achieving measurable improvements.
- Managed inbound and outbound calls at Sassy’s Event, building strong client relationships while effectively resolving customer inquiries and concerns with a commitment to service excellence.
- Documented customer interactions meticulously in CRM systems, ensuring accurate follow-up processes and maintaining comprehensive records of client communication and preferences.
- Generated new business opportunities through cold calling techniques, contributing to client base expansion while maintaining high customer satisfaction ratings in support interactions.
CLEANING TECHNICIAN
Cleaning Ninjas
05.2015 - 11.2015
- Provided cleaning and upkeep of a designated homes.
- Cleaned and maintained carpets and floors by vacuuming, sweeping, and mopping.
- Dusted furniture, pictures, ventilation, lights and blinds.
- Removed trash in waste baskets, cleaned windows and restrooms.
- Gathered information on customers needs to assure service satisfaction.
- Received payments from customers when necessary.
Education
HIGH SCHOOL DIPLOMA - undefined
Denison High School
Denison, IA06.2006
Skills
- Customer Service, Data Entry, Communication, Problem Solving, Quality Control, Account Management, Sales, Laboratory Skills, Microsoft Excel, Database Management, Time Management, Customer Retention, Analytical Thinking, Team Collaboration, Event Coordination, Conflict Resolution, Technical Support
Timeline
TELEMARKETING/CUSTOMER SUPPORT
Sassy’s Event
07.2023 - 2024
CUSTOMER SERVICE COORDINATOR
First National Bank (FNBO)
02.2019 - 07.2023
LAB ASSISTANT
Neogen
06.2018 - 12.2018
ADVERTISING SALES CONSULTANT
Lincoln Journal Star
02.2017 - 01.2018
CLEANING TECHNICIAN
Cleaning Ninjas
05.2015 - 11.2015
TELEPHONE ADVOCATE
PCCW Teleservices, Inc.
05.2010 - 01.2016
HIGH SCHOOL DIPLOMA - undefined
Denison High School