Shanika Murray
Lee's Summit,MO
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, notably at Examinetics. Expert in data entry and customer service, I've successfully implemented quality assurance controls and improved problem resolution techniques.
Achieved significant improvements in efficiency and productivity through meticulous data analysis and effective communication. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Examinetics
11.2023 - 06.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Support Specialist
Centrinex
08.2022 - 10.2023
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Quality Analyst
U.S. Bank
06.2020 - 08.2023
- Developed and maintained quality assurance procedure documentation.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Supported the successful launch of new products by contributing expertise in defining quality specifications during the development phase.
- Developed comprehensive test cases to cover wide range of scenarios, ensuring thorough coverage of all features.
- Developed and maintained defect databases for known issues.
- Documented testing procedures for developers and future testing use.
Office Assistant
First Care Home Health
04.2018 - 03.2020
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted in the training of new hires, helping them quickly acclimate to their roles and responsibilities.
- Handled sensitive information with discretion, ensuring confidentiality and maintaining trust within the office.
- Prepared detailed reports, presenting data clearly and concisely for upper management''s review.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Increased customer service success rates by quickly resolving issues.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Completed daily logs for management review.
Clinical Assistant
Saint Luke's Hospital
01.2015 - 02.2018
- Assisted patients with basic care needs.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Reviewed physician's calendar and scheduled patient appointments by telephone and in-person.
- Equipped patients with assistance required for basic care.
- Provided compassionate support to patients undergoing challenging treatments or experiencing emotional distress related to their condition.
- Followed comprehensive clinical protocols to safeguard patient safety.
- Managed inventory levels of medical supplies within the clinic setting, ensuring adequate stock availability for seamless daily operations.
- Maintained up-to-date patient records with medical histories and test results.
- Supported clinical staff during examinations and procedures, ensuring timely completion of tasks and optimal patient comfort.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed medical records management, including filing, organizing and scanning documents.
Education
High School Diploma -
Delasalle Charter School
Kansas City, MOSkills
- Data Entry
- Customer Service
- Computer Proficiency
- Microsoft Excel
- Quality Assurance Controls
- Account updating
- Document Control
- Report Preparation
- Appointment Scheduling
Timeline
Customer Service Representative
Examinetics
11.2023 - 06.2024
Customer Support Specialist
Centrinex
08.2022 - 10.2023
Quality Analyst
U.S. Bank
06.2020 - 08.2023
Office Assistant
First Care Home Health
04.2018 - 03.2020
Clinical Assistant
Saint Luke's Hospital
01.2015 - 02.2018
High School Diploma -
Delasalle Charter School
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