Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaneka Howard

Kinston,NC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Alorica
09.2021 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Machine Operator

Smithfield Packing
02.2018 - 12.2020
  • Operated machining equipment safely with team of operators.
  • Operated multiple machines simultaneously to meet production requirements.
  • Followed detailed instructions to operate machines with accuracy and produce quality products.
  • Complied with company and OSHA safety rules and regulations.
  • Kept detailed production records and identified hold-ups.
  • Quickly shut down equipment in emergency situations following protocols.

Operator

Field Controls
04.2012 - 01.2017
  • Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
  • Performed inspections and routine maintenance on equipment.
  • Provided on-the-job training to newly hired workers and team members.
  • Set up machines to start production cycles and controlled machine settings.
  • Monitored and tracked warehouse inventory and ordered new materials to prevent shortages.
  • Conducted inspection of in-process or finished product.
  • Assisted with equipment startups and machine installation tasks.
  • Performed quality checks to identify finish discrepancies.

Technical Support Representative

KellyConnect
09.2008 - 06.2010
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Researched product and issue resolution tactics to address customer concerns.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.

Education

Wayne Community College
Goldsboro, NC

GED -

Lenoir Community College
Kinston, NC

Skills

  • Business Development Understanding
  • Microsoft Word
  • Microsoft PowerPoint
  • Fleet Dispatching
  • Retail Sales Customer Service
  • Customer Relations
  • Credit Card Payment Processing
  • Technical Support
  • Call Center Operations
  • Multi-Line Telephone Operation
  • Quality Assurance Controls
  • Warehousing Functions

Timeline

Customer Service Representative

Alorica
09.2021 - Current

Machine Operator

Smithfield Packing
02.2018 - 12.2020

Operator

Field Controls
04.2012 - 01.2017

Technical Support Representative

KellyConnect
09.2008 - 06.2010

Wayne Community College

GED -

Lenoir Community College

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Shaneka Howard