Shaneka Carrothers
Little Rock,AR
Summary
Professional Customer support associate actively serves as a critical expert role in driving resolution for internal or external issues and complaints. I de-escalate and resolve issues with a high level of independence, as well as fillin in production when needed. I assisted the supervisor with monitoring, followed up with coaching if needed, on the job training, and mentoring new team members. Escalated support issues to ensure that production blocking issues are resolved in a timely manner.
Overview
12
12
years of professional experience
Work History
Customer Advocacy Specialist (REMOTE
T n T Environmental Services LLC
Sherwood , AR
08.2019 - 10.2023
- main point of contact for escalated calls and requests
- meet service level agreements and performance goals as set by the clients
- Monitor, mentor, coach, report
- Respond to emailsand calls in a timely manner
- Assisted csr with resources when they were faced with different issues.
- Proficiently entered all information into the system
Customer Service Agent (remote)
TeleTech Sherwood
Sherwood , AR
08.2016 - 02.2018
- Successfully assisted over 40 customers a day via phone and email in a fast paced, call center environment.
- Received employee of the month award 5 times during my tenure for my ability to deescalate intense customer interactions and quickly problem solve.
- Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
- Led the team of agents in my department in quality assurance adherence.
Customer Support Associate (remote)
StarTek
Alexandria , LA
02.2012 - 08.2015
- Checked production performance for compliance with process standards.
- Contributed to customer script update that led to a 22% raise in customer satisfaction reviews.
- Tracked findings, completed documentation and generated reports.
- Helped maintain and organize quality-related data, including quality metrics, trends, and performance indicators.
- Assisted in generating reports and presentations to communicate quality performance.
- Provided technical support to customers via phone, email, and chat.
- Resolved customer inquiries in a timely manner.
- Created detailed reports for escalated customer cases.
Education
Bachelor of Science - Criminal Justice
Arkansas State University - Beebe
Beebe, AR05-2025
Skills
- Communication skills
- Documentation and Reporting
- Team Collaboration
- Customer Service
- Problem Solving
- Time management
- First point of contact
- Active Listening
- Multitasking
- Adaptability
- Empathy
- Emergency Response
Timeline
Customer Advocacy Specialist (REMOTE
T n T Environmental Services LLC
08.2019 - 10.2023
Customer Service Agent (remote)
TeleTech Sherwood
08.2016 - 02.2018
Customer Support Associate (remote)
StarTek
02.2012 - 08.2015
Bachelor of Science - Criminal Justice
Arkansas State University - Beebe