Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Shanika Freeman

Shanika Freeman

Rome,GA

Summary

  • Skilled and knowledgeable professional with excellent Customer Service skills, strong management and leadership skills, flexible and focused with outstanding communication, sales, and administrative skills.
  • Detail oriented and thrives in a fast-paced environment. A positive and confident personality blended with a strong work ethic. Outstanding written and verbal abilities to multi-task and to succeed within strict deadlines.
  • Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments.
  • Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and Customer Service excellence.

Overview

15
15
years of professional experience

Work History

Intake Coordinator

Perdoceo Education
02.2022 - Current
  • Turned complaints into opportunities with deescalating techniques.
  • Responded quickly to all requests for information.
  • Recorded details of online university student accounts.
  • Handled complex student queries and complaints.
  • Assisted prospective students in making a decision about a degree program
  • Kept accurate records of student discussions and correspondence with student advisors.
  • Answered 200+ phone calls and provided new students with required verification to initiate enrollment.

Virtual Customer Service Representative

SYKES - US Center
10.2021 - 02.2022
  • Answering over 100 incoming calls per day from customers and provide information relevant to the online services and products.
  • Explain refund policies and disbursements to customers.
  • Obtaining, entering and verifying customer account information.
  • Investigate customer problems and provide speedy resolutions via chat and email.
  • Generate tickets and forward to CSR Supervisor in order to resolve customer issues not resolved over the phone.
  • Exhibited high energy and professionalism when dealing with customers and department team members
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative/Payment Specialist

Pnc Financial Services Group, Inc.
03.2021 - 10.2021
  • Answering over 100 incoming calls per day from customer inquiring about Lines of Credit and Personal Installment Loans.
  • Explain the PNC Bank products and services while assisting the customers through the application process.
  • Obtaining, entering and verifying customer identity and documentation.
  • Generate tickets to resolve technical issues, investigate customer problems and provide resolutions.
  • Educated customers while processing disputes, payment processing and negotiate payment arrangements for past due customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Hotel Front Desk Receptionist

Courtyard By Marriott
11.2018 - 03.2020
  • Collected room deposits, fees, and process payments.
  • Supported Marketing Managers with securing exhibit space at conferences and managed the reservations.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification, confirmed relevant guest information and payment methods to prevent fraud.
  • Resolved hotel service-related problems and documented actions in system.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards, reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Facilitated the communication to secure coordinated, serviced, and tracked events for 10-50 negotiated and secured space for conferences and special events.
  • Communicated updates, opportunities and issues with Deltak Marketing, Sales and Operation Teams.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.

Pre-K School Teacher

NWGA Christian Academy
01.2017 - 03.2020
  • Dedicated, resourceful and goal- driven professional educator with a solid commitment
  • Instruct Pre-K curriculum, designing and developing programs to meet the academic, intellectual and social needs of the students.
  • Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
  • Developed weekly lesson plans and activities to engage children and promote learning.
  • Manage teacher/student ratios, addressed behavioral and learning issues with parents and daycare management.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness, gave one-on-one attention to children while maintaining overall focus on entire group.
  • Monitored students' academic, social, and emotional progress and recorded in individual files.
  • Assess student performance through student teacher conferencing, peer evaluation, checklists, and student portfolios.
  • Superior interpersonal and communication skills to foster meaningful relationships with students, staff and parents.
  • Supervised student teachers to provide objective feedback.

Retail Sales Associate

Bath And Body Works, Limited Brands
11.2008 - 12.2018
  • Balanced and organized cash register by handling cash, counting change, and storing coupons, using POS system to process sales, returns, online orders, and gift card activations.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Managed cash register after end of shift to balance and record accurate transactions.
  • Trained and supervised new employees to use selling strategies and apply best practices.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.

Education

High School Diploma -

Gordon Central High School
Calhoun, GA

Associate of Applied Science - Psychology

Georgia Highlands College
Rome, GA

BBA - Business Administration

American InterContinental University
Schaumburg, IL
06.2025

Skills

    Data Entry Microsoft Office Internet Research Sales Force Outlook Zendesk

  • Appointment Scheduling
  • Spreadsheet Tracking
  • Customer Service
  • Account Management
  • Microsoft Office
  • LiveChat Messaging
  • Project Management Abilities
  • Complaint Resolution
  • Multi-Line Phone Systems
  • Office Management
  • Multitasking and Organization

Accomplishments

  • Court Appointed Special Advocate Volunteer
  • Achieved Emerging Leadership Award
  • Collaborated with Juvenile Justice Court to effectively advocate for abused and neglected children best interests within DFCS and DJJ

Timeline

Intake Coordinator

Perdoceo Education
02.2022 - Current

Virtual Customer Service Representative

SYKES - US Center
10.2021 - 02.2022

Customer Service Representative/Payment Specialist

Pnc Financial Services Group, Inc.
03.2021 - 10.2021

Hotel Front Desk Receptionist

Courtyard By Marriott
11.2018 - 03.2020

Pre-K School Teacher

NWGA Christian Academy
01.2017 - 03.2020

Retail Sales Associate

Bath And Body Works, Limited Brands
11.2008 - 12.2018

High School Diploma -

Gordon Central High School

Associate of Applied Science - Psychology

Georgia Highlands College

BBA - Business Administration

American InterContinental University

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Shanika Freeman