Shanicqua Blackwell

• Led and supervised a team of customer service representatives in a fast-paced remote and call center environment, ensuring consistent achievement of performance goals and service standards.

• Coached, mentored, and developed team members through regular performance reviews, feedback sessions, and individualized improvement plans.

• Monitored key performance indicators (KPIs) including customer satisfaction (CSAT), quality assurance scores, first-call resolution, average handle time (AHT), attendance, and productivity metrics.

• Conducted real-time call monitoring, side-by-side coaching, and quality evaluations to improve agent performance and customer experience.

• Managed escalated customer concerns and complex service issues, utilizing problem-solving and conflict-resolution techniques to achieve positive outcomes.

• Oversaw daily workforce operations, including scheduling, attendance management, staffing coverage, and workload distribution.

• Ensured compliance with company policies, client requirements, data security standards, and regulatory guidelines, including HIPAA procedures when applicable.

• Guided agents through customer authentication processes, account verification procedures, and security protocols to protect sensitive customer information.

• Utilized CRM platforms, workforce management systems, reporting tools, and customer support applications to monitor team performance and operational effectiveness.

• Analyzed performance reports and trends to identify coaching opportunities, improve operational efficiency, and support business objectives.

• Collaborated with operations managers, quality assurance teams, training departments, and client stakeholders to drive continuous improvement initiatives.

• Facilitated onboarding, training, and development programs for new hires, ensuring readiness and adherence to company standards.

• Supported payment processing procedures, billing inquiries, account management, and customer retention initiatives while maintaining service excellence.

• Managed multiple systems and databases simultaneously to review customer interactions, document performance concerns, and resolve operational issues.

• Fostered a positive team culture focused on accountability, employee engagement, professional development, and customer satisfaction.

• Recognized and rewarded high-performing employees while implementing performance improvement plans for underperforming team members.

• Led change management initiatives by effectively communicating policy updates, system changes, and new client requirements to staff.

• Consistently achieved operational targets while maintaining high standards of quality, compliance, and customer experience.

Leadership & Operations

• Team Leadership & Supervision
• Employee Coaching & Development
• Performance Management
• Quality Assurance Monitoring
• Workforce Management (WFM)
• Staff Scheduling & Attendance Management
• KPI & Metrics Analysis
• Performance Improvement Planning
• Change Management
• Escalation Management
• Employee Engagement
• Cross-Functional Collaboration
• Training & Onboarding
• Conflict Resolution
• Strategic Problem Solving

Customer Service & Compliance

• Customer Experience Management
• Customer Retention Strategies
• De-escalation Techniques
• First Call Resolution (FCR)
• Account Verification Procedures
• Multi-Factor Authentication (MFA)
• HIPAA Compliance Awareness
• Data Privacy & Security Standards
• Payment Processing Oversight
• Billing & Account Management
• Regulatory Compliance

Technology & Systems

• CRM Platforms (Salesforce, Zendesk, HubSpot)
• Workforce Management Software
• Ticketing Systems
• Microsoft Office Suite
• Google Workspace
• Microsoft Teams
• Zoom
• Slack
• Reporting & Analytics Tools
• Remote Desktop Applications
• Knowledge Base Management
• Multi-System Navigation
• Data Analysis & Reporting
• Call Monitoring Software
• Virtual Team Management

• Delivered exceptional customer support through inbound and outbound phone calls, email, chat, and web-based communication channels in a remote work environment.

• Verified customer identities using established authentication procedures, multi-factor authentication (MFA), and account security protocols to protect sensitive information.

• Assisted customers with account access, password resets, login issues, authenticator applications, and security verification processes.

• Navigated multiple software applications simultaneously to access customer records, research solutions, update accounts, and document interactions accurately.

• Utilized company knowledge bases, internal resources, and support documentation to provide accurate information and effective issue resolution.

• Troubleshot technical issues, identified root causes, and guided customers through step-by-step solutions to resolve concerns efficiently.

• Processed payments, refunds, billing adjustments, account updates, and service requests while maintaining accuracy and compliance with company procedures.

• Maintained detailed case notes and customer records within CRM, ticketing, and database systems to ensure continuity of service.

• Handled confidential customer information in accordance with privacy, security, and compliance requirements, including HIPAA-compliant verification procedures when applicable.

• Resolved customer concerns through active listening, problem-solving, and de-escalation techniques, resulting in positive customer experiences.

• Consistently met performance metrics related to quality assurance, customer satisfaction, productivity, response times, and first-contact resolution.

• Adapted quickly to new technologies, software platforms, and evolving company procedures in a fast-paced virtual environment.

• Collaborated with supervisors and cross-functional teams through Microsoft Teams, Zoom, Slack, and other remote communication tools.

• Provided product and service recommendations when appropriate, supporting customer retention and revenue goals.

• Demonstrated strong time management, self-motivation, and accountability while working independently in a remote setting.

Technical Skills

• CRM Software (Salesforce, Zendesk, HubSpot, Freshdesk)
• Customer Account Management
• Multi-Factor Authentication (MFA)
• Authenticator Applications
• Identity Verification Procedures
• HIPAA Compliance Awareness
• Payment Processing & Refund Management
• Billing Support
• Technical Troubleshooting
• Ticketing Systems
• Knowledge Base Navigation
• Database Management
• Data Entry & Documentation
• Microsoft Office Suite
• Google Workspace
• Remote Desktop Tools
• Microsoft Teams
• Zoom
• Slack
• Cloud-Based Applications
• Information Security Best Practices
• Multi-System Navigation
• Typing 35-40 WPM

Customer Service Skills

• Customer Support (Phone, Email & Chat)
• Conflict Resolution
• De-escalation Techniques
• Customer Retention
• Active Listening
• Problem Solving
• Escalation Management
• Quality Assurance Compliance
• Time Management
• Adaptability
• Attention to Detail
• Written Communication
• Verbal Communication
• Call Handling
• First Contact Resolution
• Professional Documentation
• Cross-Functional Collaboration
• Self-Management in Remote Environments

• Finalized daily logs on schedule to update internal records and maintain compliance with DOT regulations.
• Coordinated with shippers, receivers, brokers, and other stakeholders to ensure smooth logistics operations and timely deliveries.
• Demonstrated safe driving practices by following regulations and safety procedures, maintaining a zero-accident record.
• Collaborated with dispatchers to optimize routes and proactively resolve delays, maximizing efficiency.
• Obtained receipts, signatures, and collected payments when required for delivered goods.
• Provided reliable long-haul transportation while adhering to company guidelines for rest breaks, hours of service, and safety standards.
• Increased on-time deliveries through efficient route planning and time management.
• Minimized delays by adjusting routes for changing traffic and weather conditions.
• Reviewed shipping documentation and manifests to verify accuracy of inventory and ensure proper deliveries.
• Maintained detailed records of deliveries, mileage, customer issues, and vehicle maintenance for management and billing purposes.
• Trained new drivers on company policies, safety procedures, and industry best practices.
• Performed pre- and post-trip inspections to identify maintenance needs and ensure vehicle safety.
• Conducted minor vehicle repairs as needed to maintain fleet functionality during long-haul trips.
• Secured loads using chains, straps, covers, and binders to prevent damage during transport.
• Communicated professionally with customers to address complaints and resolve issues efficiently.
• Obtained and maintained all required permits and licenses for legal operation of commercial vehicles.

• Delivered exceptional customer support through phone, email, and chat channels while maintaining professionalism, empathy, and efficiency in a remote environment.

• Verified customer identities using established authentication and security protocols, ensuring account protection and compliance with company policies.

• Assisted customers with account access issues, password resets, multi-factor authentication (MFA), and authenticator applications.

• Utilized multiple software systems simultaneously to access customer records, document interactions, process requests, and resolve issues efficiently.

• Processed payments, refunds, billing adjustments, and account updates while maintaining accuracy and attention to detail.

• Navigated internal knowledge bases, company resources, and support documentation to provide accurate information and effective solutions.

• Maintained detailed customer records and case notes within CRM and ticketing systems to ensure continuity and quality of service.

• Handled sensitive customer information in accordance with privacy, confidentiality, and data security requirements, including HIPAA-compliant procedures when applicable.

• Investigated and resolved customer concerns by analyzing account information, troubleshooting issues, and escalating complex cases when necessary.

• Demonstrated strong problem-solving skills while managing multiple priorities in a fast-paced remote work environment.

• Collaborated with supervisors and cross-functional teams through virtual communication platforms to improve customer outcomes.

• Consistently met or exceeded productivity, quality assurance, customer satisfaction, and response-time performance metrics.

• Educated customers on products, services, policies, and self-service tools to improve their overall experience and reduce repeat contacts.

• Adapted quickly to new software, procedures, and technologies while maintaining high levels of customer service performance.

• Managed high-volume customer interactions while maintaining accuracy, professionalism, and compliance with company standards.

Core Skills

• Customer Service & Customer Support
• Phone, Email & Live Chat Support
• CRM Software (Salesforce, Zendesk, HubSpot, Freshdesk)
• Ticketing Systems
• Account Verification & Identity Authentication
• Multi-Factor Authentication (MFA) Support
• Authenticator Applications
• HIPAA Awareness & Data Privacy Compliance
• Payment Processing & Billing Support
• Refund & Dispute Resolution
• Technical Troubleshooting
• Knowledge Base Navigation
• Case Documentation & Record Keeping
• Data Entry & Database Management
• Conflict Resolution & De-escalation
• Time Management & Organization
• Remote Work Best Practices
• Quality Assurance Compliance
• Microsoft Office Suite
• Google Workspace
• Virtual Collaboration Tools (Teams, Zoom, Slack)
• Multi-System Navigation
• Typing & Written Communication
• Problem Solving & Critical Thinking
• Customer Retention & Relationship Building
• Escalation Management
• Adaptability & Continuous Learning
• Information Security Awareness
• Workflow Management
• Attention to Detail

• Led and supported a team of associates by assigning daily responsibilities, monitoring performance, and ensuring operational goals were met.

• Trained, coached, and mentored associates on customer service standards, store procedures, and department processes to improve team effectiveness.

• Delegated tasks and prioritized workloads to maintain productivity, merchandise availability, and department presentation standards.

• Resolved customer concerns and escalated issues when necessary, ensuring positive customer experiences and adherence to company policies.

• Maintained high standards of merchandising, inventory accuracy, and sales floor organization to support business objectives.

• Monitored department performance, identified opportunities for improvement, and implemented solutions to increase efficiency and customer satisfaction.

• Collaborated with management to support staffing, scheduling, onboarding, and associate development initiatives.

• Ensured compliance with company policies, safety procedures, and operational standards while promoting a culture of accountability.

• Assisted in achieving sales and performance goals through effective team leadership, customer engagement, and operational execution.

• Utilized strong communication and problem-solving skills to coordinate workflow, manage priorities, and adapt to changing business needs.

• Led by example through active participation in daily operations, including customer service, stocking, merchandising, and inventory management.

• Fostered a positive and inclusive work environment by recognizing team contributions, encouraging professional growth, and supporting continuous improvement.

Leadership Skills

• Team Supervision
• Associate Training & Development
• Conflict Resolution
• Performance Coaching
• Customer Service Excellence
• Inventory Management
• Merchandising & Visual Presentation
• Task Delegation
• Scheduling & Workforce Planning
• Problem Solving
• Operational Compliance
• Cross-Functional Collaboration

• Provided outstanding customer service by assisting shoppers with product selection, answering questions, and resolving concerns in a professional and timely manner.

• Recommended products and promotions based on customer needs, contributing to increased sales and customer satisfaction.

• Maintained organized, fully stocked merchandise displays, ensuring an attractive and efficient shopping environment.

• Assisted customers with store navigation, purchases, and rewards program enrollment, enhancing the overall shopping experience.

• Managed inventory by restocking shelves, monitoring product availability, and ensuring accurate merchandise placement.

• Built positive customer relationships through effective communication, active listening, and personalized service.

• Collaborated with team members to achieve daily operational goals and maintain high standards of store presentation.

• Performed specialized services, including paint mixing and fabric cutting, while maintaining accuracy and attention to detail.

• Maintained a clean, safe, and welcoming sales floor in compliance with company policies and safety standards.

• Supported loss prevention efforts by monitoring the sales floor and reporting safety or security concerns to management.