SHANIQUA BROWN
New York,NY
Summary
Dedicated Hybrid Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Remote Customer Care Agent
Global Contact Services
New York, NY
01.2023 - 07.2024
- Handle customer inquiries and complaints
- Provide information about the services
- Document and update customer records based on interactions.
Call Center Representative
Maximus Call Center
New York, NY
10.2021 - 01.2023
- Captured incoming customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company's new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborate with other call center professionals to improve customer service.
Home Health Aide
Metropolitan Home Care Way Inc.
Brooklyn, NY
03.2020 - 10.2021
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness
- Provided mobility assistance such as walking and regular exercising
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life
- Supervised daily activities and provided assistance to staff
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor
- Developed rapport to create safe and trusting environment for care.
Barista
Le Pain Quotidien
New York, NY
04.2019 - 02.2020
- Recommended products based on solid understanding of individual customer needs and preferences
- Maintained supply levels in counter and customer areas to meet typical demands
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores
- Learned every menu preparation and numerous off-label drinks to meet all customer needs
- Memorized recipes for specialty coffee beverages and seasonal offerings
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Customer Support Representative
Viagogo
New York, NY
11.2018 - 04.2019
- Maintain a good relationship between customers and the company
- Provide detailed information about tickets and services offered to the customers
- Communicate effectively with the customer support team
- Listen to customer complaints and provide adequate solutions for their problem via phone or email
- Achieve sales target productively.
Chef Assistant
Pret A Manger
New York, NY
09.2015 - 10.2018
- Set up the kitchen with cooking utensils and equipment, like knives, pans and kitchen scales
- Study each recipe and gather all necessary ingredients
- Supervises Cooks and Assistant Cooks as needed
- Slightly modify recipes to meet customers' needs and requests (e.g
- Reduce salt, remove dairy)
- Monitor food stock and place orders
- Check freshness of food and discard out-of-date items
- Experiment with recipes and suggest new ingredients
- Ensure compliance with all health and safety regulations within the kitchen area.
Dog Handler
Lucky Paws
Queens, NY
01.2014 - 09.2015
- Administered food and medications in accordance with the instructions of the pet owners
- Maintaining a clean and sanitary facility
- Kept accurate records for attendance, health, meals, cleaning schedule, etc
- Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care
- Conferred with owners about methods for continuing training and reinforcing methods taught in classes.
Usher
Town Hall Theatre
New York, NY
06.2012 - 12.2013
- Assisted patrons with seating by giving directions and lighting paths
- Provided information about current and future events at facility
- Provided customer service by selling tickets and merchandise, answering questions and distributing programs
- Greeted customers with smile and provided friendly, knowledgeable service
- Reviewed tickets for authenticity and applicability to particular event.
Education
High School For Contemporary Arts
Bronx, NY, USSkills
- Issue and Complaint Resolution
- Creative Problem Solving
- CRM Software
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Multitasking and Prioritization
- Work Prioritization
- Decision Making
- Microsoft Office
- Appointment Scheduling
- Computer skills
Timeline
Remote Customer Care Agent
Global Contact Services
01.2023 - 07.2024
Call Center Representative
Maximus Call Center
10.2021 - 01.2023
Home Health Aide
Metropolitan Home Care Way Inc.
03.2020 - 10.2021
Barista
Le Pain Quotidien
04.2019 - 02.2020
Customer Support Representative
Viagogo
11.2018 - 04.2019
Chef Assistant
Pret A Manger
09.2015 - 10.2018
Dog Handler
Lucky Paws
01.2014 - 09.2015
Usher
Town Hall Theatre
06.2012 - 12.2013
High School For Contemporary Arts
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