Shaneka Odom
Portsmouth,VAVA
Summary
Dynamic customer service professional with a strong work ethic and proven problem-solving abilities, honed at Alorica. Skilled in de-escalating concerns and maintaining accuracy in sensitive information management. Committed to delivering exceptional service and enhancing customer satisfaction in fast-paced environments.
Overview
5
5
years of professional experience
Work History
PBM
Alorica
Portsmouth
09.2024 - Current
- Customer Interaction: Answering incoming calls, emails, and chats to address customer questions, concerns, and complaints.
- Issue Resolution: Calmly resolving problems, de-escalating tense situations, and escalating complex issues to supervisors when necessary.
- Information Management: Accurately entering, verifying, and updating customer details like names, addresses, and account info.
- Sales/Upselling: Attempting to offer additional products or services (upselling) as part of the interaction.
- Adherence: Following company scripts and procedures while delivering excellent service.
Required Skills & Qualities
- Strong communication and active listening skills.
- Problem-solving and critical thinking abilities.
- Patience, empathy, and a positive attitude.
- Familiarity with CRM software and call center systems.
CCR
Target
Saratoga Springs, NY
09.2020 - 02.2022
- Troubleshot issues to ensure seamless operations and customer satisfaction.
- Industries: Retail, healthcare, banking, tech, utilities, etc..
- Utilized problem-solving abilities to resolve complex issues efficiently.
Education
Associate of Science - Applied Science
ECPI
Virginia Beach, VA06.2019
Skills
Customer Service
Helping clients/patients/customers
Handling questions, concerns, or emotional situations
Maintaining professionalism under stress
Accuracy & Trust
Handling sensitive or confidential information
Following policies and procedures
Attention to detail (appointments, records, paperwork)
Communication
Explaining information clearly
Active listening
De-escalating concerns
Time Management
Multitasking
Meeting deadlines
Working in fast-paced environments
Consistency & Reliability – Arrives on time, meets deadlines, and follows through on commitments
Strong Work Ethic – Takes ownership of responsibilities and completes tasks thoroughly
Policy & Procedure Adherence – Follows established guidelines accurately and ethically
Accountability – Takes responsibility for outcomes and corrects errors promptly
Trustworthiness – Handles confidential and sensitive information with discretion
Attention to Detail – Maintains accuracy in documentation, transactions, and records
Professional Judgment – Makes sound decisions aligned with company standards
Timeline
PBM
Alorica
09.2024 - Current
CCR
Target
09.2020 - 02.2022
Associate of Science - Applied Science
ECPI