Shaneka Jackson
Lauderhill,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Quality Assurance Analyst
Bosch Response Center
Fort Lauderdale, FL
03.2018 - Current
- > Ensure QA KPI >93% is met on a monthly basis
- > Conduct calibrations and ensure the evaluators are being coached and trained on the opportunities found during the sessions.
- > Communicate with OPM/OPMA/TLs/Trainers on opportunities found through calibration sessions. client escalations, calibration sessions and monitors
- > Reporting TCD and monthly
- > Conduct workshops with QAs
- > 2MARES admin
- > Product knowledge
- > Conduct Scorecard training
- > Conduct CST trainings
- > Ensuring coaching tasks as assigned to TLs on a monthly basis
- > Disputes
- Responsible for BMW CD NA - monitors
- > Escalation handling and research
- > Annual impact research
- > Meet monitor tasks goals
Specialist
Bosch Response Center
Fort Lauderdale, FL
01.2016 - 03.2018
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
Associate of Arts - Teacher Education
Broward College
Fort Lauderdale, FL12.2026
High School Diploma -
American Academy of Pinecrest
Miami, FL 06.2001
Skills
- Call Volume Analysis
- Customer Satisfaction
- Administrative Support
- Order and Refund Processing
- Customer Account Management
- Customer Inquiries
- Customer Needs Assessments
- Performance Review
- Efficient and Detail-Oriented
- Workflow Processes
- Corrective Actions
- Conflict Resolution
- Issue and Complaint Resolution
- Call Documentation
Timeline
Quality Assurance Analyst
Bosch Response Center
03.2018 - Current
Specialist
Bosch Response Center
01.2016 - 03.2018
Associate of Arts - Teacher Education
Broward College
High School Diploma -
American Academy of Pinecrest
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