Shanikka Dorsey
Lake Worth,United States
Summary
Experienced and results-driven professional with over two decades of success in customer service management, including eight years as a Customer Service Director. Proven track record of exceeding customer expectations, improving operational efficiency, and driving revenue growth. Skilled in leading and developing high-performing teams to deliver exceptional service and achieve organizational goals. Adept at implementing strategic initiatives to enhance customer satisfaction and loyalty. Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure.
Overview
19
19
years of professional experience
Work History
Director of Customer Service
Legacy Research Goup
Delray Beach, United States
10.2014 - Current
- Directed a team of 45-60 internal and external representatives to ensure the delivery of exceptional customer service
- Implemented and enforced policies and procedures to streamline customer service processes
- Managed invoice processing for external parties and handled commission payments
- Oversaw customer check deposits and approved refunds as necessary
- Established and maintained relationships with regulatory bodies and other external partners such as BBB, Trustpilot, and FL State Attorney
- Developed and implemented training programs for staff and conducted quality assurance checks
- Managed audit processes to ensure compliance with company policies and procedures
- Collaborated with cross-functional teams to understand business requirements and provide customer-centric solutions
- Orchestrated customer-facing conferences to guarantee smooth check-ins and coverage
- Provided training and support to uphold high customer retention rates
- Managed scheduling, workforce planning, and facilitated high-priority escalations
- Implemented and maintained Service Level Agreements (SLA) and Key Performance Indicators (KPI)
- Proficient in CRM systems such as Salesforce, RingCentral, and Gong.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Collaborated with sales teams to design targeted promotions that incentivized repeat business from existing customers while attracting new clientele.
- Enforced adherence with company policies among customer service team members to maintain consistent service provision.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Reduced employee turnover through effective recruitment strategies and ongoing professional development opportunities.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
Supervisor
Prometric
Nottingham, United States
01.2013 - 10.2014
- Managing a team of 12-15 customer service representatives
- Supervises staff by providing work direction, coaching and support
- Monitor calls for quality and conduct regular performance reviews
- I handle escalation from candidates calling as well as from internal clients
- Provided new rep training on several systems
- Trained and mentored team members to improve productivity and performance, resulting in a 15% increase in overall efficiency
- Implemented new scheduling system that reduced labor costs by 10% while maintaining high levels of customer satisfaction
- Led team in achieving monthly sales goals by implementing targeted sales strategies and providing ongoing support and feedback
- Conducted regular performance evaluations and provided constructive feedback to team members, resulting in improved job satisfaction and retention rates.
Assistant Branch Manager
Citibank
Glen Burnie, USA
01.2006 - 10.2013
- Collaborated with Branch Manager to develop and implement sales strategies, conduct capacity planning, and review sales management processes
- Assisted in the creation, implementation, and execution of customer-centric initiatives, resolving customer issues, and providing recommendations for enhancement
- Cultivated strong relationships within the community to support Citi's strategic vision and drive opportunities for growth
- Provided direction, support, feedback, and coaching to staff, and contributed to hiring, development, coaching, and mentoring efforts
- Partnered with Human Resources and Branch Managers to effectively manage people-related responsibilities including hiring, performance management, compensation, disciplinary actions, and terminations
- Planned daily and weekly sales activities, collaborating with peers to achieve revenue and compliance targets
- Maintained positive relationships with customers to ensure high satisfaction levels, reviewed customer accounts and transactions
- Monitored market trends, supported new product launches, and facilitated the development and implementation of marketing programs
- Ensured timely completion of operational and compliance activities, managed branch credit and delinquency control
- Evaluated risks in business decisions, prioritizing the firm's reputation and safeguarding Citigroup, its clients, and assets through compliance with laws and regulations, ethical conduct, and effective supervision of others to maintain high standards of accountability.
- Supervised team of 8 branch employees and made recommendations regarding performance evaluations.
Education
High School Diploma -
Dundalk High School
Dundalk, MD05.2001
Skills
- Complaint Handling
- Call Center Management
- Customer satisfaction measurement
- Policy Enforcement
- Remote Team Management
- Escalation management
- Sales Support
Timeline
Director of Customer Service
Legacy Research Goup
10.2014 - Current
Supervisor
Prometric
01.2013 - 10.2014
Assistant Branch Manager
Citibank
01.2006 - 10.2013
High School Diploma -
Dundalk High School