Shanika Whetstone
Norcross,GA
Summary
To become a valuable member of your team utilizing my skills. 10 years of experience in customer service adds more strength and power to my strong communication and organizational skills. Seeking a position in a renowned company to add value to my experience and also brighten the path to my career goals. Excellent client facing and configuration skills and a strong team player with an appreciation and understanding of the importance of client care as a function within a business.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Wipro
Atlanta, GA
02.2023 - Current
- Migration Representative for Business Central U.S.
- TD Bank ETreasury Specialist
- Support process by managing transactions as per required quality standards
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account and client.
Quality Analyst
Wipro
Atlanta, GA
09.2018 - Current
- Monitor and evaluate randomly selected calls to asses associates service level standards and complete online evaluations of client calls
- Complete analysis results to identify root causes or trends that will lead to efficiency and quality gains
- Conduct weekly internal calibrations with QA team to develop scoring consistency and best practices
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and productivity.
- completing mid-month and monthly goal and metric reporting to client
- Providing internal compliance, policy, and procedure reporting
- Bi-weekly global calibration with client to assess alignment
Customer Service Representative
Wipro
Atlanta, GA
09.2016 - Current
- Geek Squad Representative for Best Buy
- Received calls from clients needing assistance with there computers/devices
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Walked clients through basic troubleshooting steps
- Enrolled clients into a geek squad plan
Disability Claims Processor
SourceHOV
Newnan, GA
05.2013 - 03.2016
- Assembled and prepped Veterans documents to be scanned
- Verifies contents of records; ensures all necessary documents are ready for processing
- Scans documents into electronic database; converts images into PDF files
- Perform Administrative functions such as record maintenance, document verification, and compiling documents
Education
Bachelor of Science - Health Care Administration
University of Phenix
McDonough, GA11-2009
Associate of Science - Medical Assistance
Everest Institute - Atlanta Downtown
Atlanta, GA05-2009
High School Diploma -
Northgate High School
Newnan, GA05-2004
Skills
- Having a clear voice and a excellent telephone manor Able to work on own initiative as well as part of a team
- Excellent spelling and grammar and a flexible hard working attitude Excellent listening and verbal communication skills
- Understand the regulatory, fair trading and competition rules relating to customer service
- Social skills ● Windows 10 ● Windows 7 ● Windows 8 ● Krono ● WebEx ● Mac OS Software ● Microsoft Word ● Google Chrome ● Firefox ● Oracle ● Microsoft Teams ● Microsoft Excel ● Microsoft PowerPoint ● Microsoft Publisher ● Microsoft Access ● Citrix ● Calabrio ● 60 words per minute ● Internet Explorer ● Adobe Photoshop ● Micros ● MSI ● Microsoft Outlook
Certification
- CPR Certification
- HIPPAA Training Certification
References
References available upon request.
Timeline
Customer Service Representative
Wipro
02.2023 - Current
Quality Analyst
Wipro
09.2018 - Current
Customer Service Representative
Wipro
09.2016 - Current
Disability Claims Processor
SourceHOV
05.2013 - 03.2016
Bachelor of Science - Health Care Administration
University of Phenix
Associate of Science - Medical Assistance
Everest Institute - Atlanta Downtown
High School Diploma -
Northgate High School
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