Shanice Mwangi
Certified Nurse Assistant
Pittsburg,CA
Summary
Passionate in maintains confidentiality relative to patient care, building strong customer relationships, driving brand loyalty, and increasing customer engagement
Overview
7
7
years of professional experience
2
2
Certifications
1
1
Language
Work History
BRANCH COORDINATOR
Comerica Bank
02.2019 - 03.2021
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Provided primary customer support to internal and external customers in fast-paced environment
- Kept financial records accurate, current and compliant by monitoring records and addressing variances
- Oversaw technical, operational, clerical and customer service support in banking office environment
- Established positive working relationships with colleagues, manager and customers through regular communication and effective anticipation of needs.
DMV OPERATIONS SPECIALIST
Tesla Inc.
09.2018 - 01.2019
- Collected, arranged and input information into database system
- Used google apps to model data and forecast trends
- Tracked and analyzed reports to determine where improvements in business could be made
- Coordinates with Sales and Delivery Specialists to ensure that all required documents pertaining to the transaction are complete and accurate
- Processes DMV registrations for all Tesla-owned vehicles Records information and ensures data quality in multiple record keeping systems including but not limited to Salesforce and Dealer track Partner with XFN clients to ensure all vehicle tax and registration rules by geography
- Creates and executes new and updated forms and processes in relation to coordination for the DMV Operations team.
GUEST EXPERIENCE SUPERVISOR
Merrit Food Chains
05.2017 - 09.2018
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Worked with other departments to resolve ticketing problems, improve operations and provide exceptional customer service
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
ACCOUNT MANAGER
Delta Airlines
07.2015 - 04.2017
- Served as the main link between Delta Airlines and Delta Airlines International customers
- Handled heavy phone lines mainly from international customers
- First point of contact with all escalated calls
- Sold and negotiated packages to our business customers
- Assisted in the day to day flow of customer experience.
CUSTOMER EXPERIENCE SPECIALIST
China Southern Airlines
01.2014 - 07.2015
- Handling all aspects of ticketing and checking in of Customers by operating a computerized point-of-sale system, boarding, baggage service and reservations
- Handling all cash and credit card transactions in the purchase/refunds of tickets
- Resolve Customer situations by providing Positively Outrageous Service
- Be able to handle transitions in a timely manner including over sales, delayed or cancelled flights, and any issued revolving around lost/damaged luggage
- Completes paperwork and forms connected with work assignments pertaining to procedures and enter into Company information system as required.
Education
Associate of Science - Nursing
Los Medanos College
Pittsburg, CA08.2025
Skills
Compiling dataReporting and documentationProblem resolutionGuest serviceClient service and support
Patient Care
Vital signs monitoring
Direct Patient Care
Patient Lifting
HIPAA Compliance
Ambulation Assistance
Collecting vital signs
Basic Life Support for Health Care Providers (BLS)
Customer Service
Certification
CNA - Certified Nurse Assistant
Timeline
BRANCH COORDINATOR
Comerica Bank
02.2019 - 03.2021
DMV OPERATIONS SPECIALIST
Tesla Inc.
09.2018 - 01.2019
GUEST EXPERIENCE SUPERVISOR
Merrit Food Chains
05.2017 - 09.2018
ACCOUNT MANAGER
Delta Airlines
07.2015 - 04.2017
CUSTOMER EXPERIENCE SPECIALIST
China Southern Airlines
01.2014 - 07.2015
Associate of Science - Nursing
Los Medanos College