SHANIQUA BROWN
New York
Summary
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
10
10
years of professional experience
1
1
Certification
Work History
Remote Customer Care Agent
Global Contact Services
01.2023 - 03.2025
- Handle customer inquiries and complaints
- Provide information about the services
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs.
Call Center Representative
Maximus Call Center
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
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Home Health Aide
Metropolitan Home Care Way Inc
03.2020 - 10.2021
- Provided mobility assistance such as walking and regular exercising
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
Barista
Le Pain Quotidien
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
11.2018 - 04.2019
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Hot Chef
Pret A Manger
09.2015 - 10.2018
- Collaborated with front-of-house staff to ensure seamless service, addressing and resolving any issues promptly.
- Monitored line processes to maintain consistency in quality, quantity, and presentation.
- Enhanced customer satisfaction by consistently delivering high-quality culinary creations.
- Prevented cross-contamination from utensils, surfaces, and pans when cooking and plating meals for food allergy sufferers.
- Handled and stored food to eliminate illness and prevent cross-contamination.
Education
High School Diploma -
High School For Contemporary Arts
08.2011
Skills
- 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
- Inbound Customer Service
Certification
- Certified Payroll professional ADP
- Total Rewards and The role of compensation and benefits ADP
Timeline
Remote Customer Care Agent
Global Contact Services
01.2023 - 03.2025
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
Hot Chef
Pret A Manger
09.2015 - 10.2018
High School Diploma -
High School For Contemporary Arts
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