Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shanika Sisk

Little Rock,AR

Summary

Dynamic Customer Care Agent with proven success at Corporate Tools, enhancing first-call resolution rates and fostering client loyalty through empathetic communication. Skilled in CRM software and adept at problem resolution, I consistently improved customer satisfaction while managing high call volumes and mentoring new hires to uphold service excellence.

Experienced with managing customer inquiries and resolving issues efficiently. Utilizes strong communication skills to ensure customer satisfaction and foster positive relationships. Track record of problem-solving and adapting to dynamic customer needs.

Customer service professional with proven history of providing high-quality care and support. Expertise in resolving customer concerns and enhancing service efficiency. Team-oriented and results-focused, adaptable to changing needs, and skilled in communication and problem-solving.

Overview

9
9
years of professional experience

Work History

Customer Care Agent

Corporate Tools
Post Falls, Idaho
10.2023 - Current
  • Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
  • Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Built rapport with clients, resulting in increased customer loyalty and positive feedback.
  • Reduced response times by implementing effective organizational strategies in managing inquiries.
  • 'Managed approximately 90+ incoming calls, emails and per day from customers.
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
  • Increased issue resolution rate through continuous training and performance evaluation.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Managed high call volume while maintaining exceptional service quality for all customers.

Customer Care Agent

Gainwell Technologies
Conway, AR
06.2021 - 09.2023
  • Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
  • Developed strong relationships with key accounts, leading to increased client retention rates.
  • Conducted regular quality assessments, ensuring consistent adherence to company standards of excellence in customer care.
  • Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
  • Collaborated with cross-functional teams to identify and address recurring customer concerns.
  • Managed approximately 70+ incoming calls per day from customers.
  • Logged call information and solutions provided into internal database.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.

Supervisor

Walgreens
Maumelle, Arkansas
12.2019 - 12.2021
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Streamlined inventory management processes, leading to more organized and efficient stock handling system.
  • Maintained high safety standards to ensure secure workplace for all employees and visitors.

Call Center Representative

UAMS Hospital
Little Rock, AR
02.2016 - 06.2019
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Managed approximately 50+ incoming calls per day from Patients.

Education

High School Diploma -

North Little Rock High West
North Little Rock, AR
05.2006

Skills

  • Call center experience
  • CRM software
  • First call resolution
  • Relationship building
  • Payment processing
  • Typing speed
  • Complaint handling
  • Inbound customer service

Languages

English
Full Professional

Timeline

Customer Care Agent

Corporate Tools
10.2023 - Current

Customer Care Agent

Gainwell Technologies
06.2021 - 09.2023

Supervisor

Walgreens
12.2019 - 12.2021

Call Center Representative

UAMS Hospital
02.2016 - 06.2019

High School Diploma -

North Little Rock High West

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