Shanikia Woodbury
Houston,TX
Summary
Highly qualified professional, focused on Customer Support and Legal Services with several years of successful experience in supervisory positions of increasing responsibility and duties. Operates with a strong sense of urgency and thrives in a fast paced environment. Seeking a challenging and stimulating position which offers plenty of scope for initiative and career advancement.
Overview
14
14
years of professional experience
Work History
Academy Trainer
Walmart Neighborhood Market
Houston , TX
07.2024 - Current
- Design and develop training materials for new employees in the organization.
- Monitor staff performance to ensure adherence to customer service standards.
- Maintain knowledge of company products and services to promptly resolve complaints and concerns.
- Assist staff with resolving complex customer issues and implementing targeted solutions.
- Deliver continuous training to associates to maximize performance and customer relations skills.
Medical Records Manager
Maximus
03.2021 - 03.2024
- Gathered patient demographic and personal information
- Issued medical files to persons and agencies according to laws and regulations
- Distributed medical charts to the appropriate departments of the hospital
- Maintained quality and accurate records by following hospital procedures
- Ensured patient charts, paperwork, and reports were completed in an accurate and timely manner
- Ensured that all medical records were protected and kept confidential
- Filed all patients' medical records and information
- Supplied the nursing department with the appropriate documents and forms
- Completed clerical duties, including answering phones, responding to emails, and processing patient admission and discharge records
Live Chat Representative
Amazon
02.2020 - 06.2021
- Effectively managed email, and/or chat online workflow, resolving an average of 30 inquiries per day via phone and email
- Documented specific claims by completing and recording forms, reports, logs, and records
- Engaged and initiated conversations with users visiting the website via live chat
- Provided accurate and compelling information about the products and services to potential customers
- Route users to the appropriate support or sales associate when needs become complex/out of chat representatives basic knowledge
- Met or exceeded performance metrics related to response time, resolution rate, and customer satisfaction
- Received recognition for achieving a 98% customer satisfaction rating for three consecutive quarters
Customer Service Manager
Walmart
Houston, TX
06.2018 - 06.2020
- Developed, monitored, and reported on dashboard metrics to measure the overall customer health
- Analyzed customer experience data to identify areas for improvement in service delivery, customer satisfaction, and customer loyalty
- Oversaw customer onboarding, ensured smooth transition of customer to successful use of the product/service
- Monitored customer support tickets/issues and took appropriate action as needed
- Supported sales initiatives, partnered with sales and marketing teams to enhance customer experience
- Implemented new processes and policies to continuously improve customer success initiatives
- Operated a variety of office equipment including a computer and assigned software
Law Office Secretary
Cohen & Leavitt P.C.
New York, NY
09.2010 - 02.2016
- Provided extensive secretarial and paralegal support; conducted legal research, conflicts checks, drafted pleadings, prepared legal
- Drafted and proofread time-sensitive construction contracts, answers, subpoenas, complaints, discovery, and motions for various matters and filing the same with Court
- Assisted attorneys in the preparation of trials, depositions, mediations and arbitration hearings by organizing legal documents including
- Communicated daily with court officials, clients, and opposing counsel to case manage construction commercial litigation matters
- Prepared PowerPoint and Visio presentations for legal seminars
- Provided dictaphone transcription for founding partner daily, faxed, scanned, scheduled legal proceedings, coordinated teleconference calls and prepared outgoing mail
Education
Bachelor Of Science -
John Jay College of Criminal Justice
New York, NYAssociates Degree - Liberal Arts
Kingsborough Community College
Brooklyn, NYSkills
- Communicative
- Time Management
- Organization
- Record-Keeping
- Scheduling
- Marketing
- Data Analysis
- Strategic
- Critical Thinking
- Complaint Resolution
- Software Programs/Technology
- Zendesk
- Teams
- MSO
- Collaborative
- Leadership
- Live Chat Achievement
- Customer Resolution
- Email Support
- Quality Assurance
- Drafting legal documents
- Word Processing
- Criminal justice research
- Administrative Support
- Legal Research
- Billing and Invoicing
- Appointment Setting
- Tax Law
- Legal documentation and reporting
- Litigation Support
- Case Management
- Legal Terminology
- Document drafting
- Court administrative processes
Affiliations
Peer Counselor - 2016 - John Jay College of Criminal Justice - New York, NY
Timeline
Academy Trainer
Walmart Neighborhood Market
07.2024 - Current
Medical Records Manager
Maximus
03.2021 - 03.2024
Live Chat Representative
Amazon
02.2020 - 06.2021
Customer Service Manager
Walmart
06.2018 - 06.2020
Law Office Secretary
Cohen & Leavitt P.C.
09.2010 - 02.2016
Bachelor Of Science -
John Jay College of Criminal Justice
Associates Degree - Liberal Arts
Kingsborough Community College
Similar Profiles
Adrianna JarrettAdrianna Jarrett
Front End Services and Checkout Host at Walmart Neighborhood MarketFront End Services and Checkout Host at Walmart Neighborhood Market
Michelle HicksMichelle Hicks
Academy Trainer at Walmart Neighborhood MarketAcademy Trainer at Walmart Neighborhood Market
RICHARD LANSDOWNRICHARD LANSDOWN
Meat and Produce at Walmart Neighborhood MarketMeat and Produce at Walmart Neighborhood Market