Shaniqua Wallace
Customer Service
Baton Rouge,LA
Summary
I am a dedicated Customer Service Specialist providing skills to prioritize and multi-task in a fast-paced working environment. Successfully works as part of the team to reach personal and business goals. Known for successfully handling escalated customer support issues. I am also a Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
8
8
years of professional experience
Work History
Caregiver
Griswold Home Care
04.2023 - Current
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Laundered clothing and bedding to prevent infection.
- Engaged clients by conversing and participating in activities and hobbies.
- Monitored vital signs and medication use, documenting variances, and concerning responses.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Followed care plan and directions to administer medications.
- Engaged with patients and families to provide emotional support and daily living instruction.
Customer Service
Conduent - Remote
04.2021 - 03.2023
- Evaluated benefits for each caller to determine service needs and address concerns.
- Upgraded existing systems with newer versions of software applications.
- Resolved compatibility issues between different operating systems.
- Provided technical assistance to customers via phone and email.
- Assisted with troubleshooting hardware and software issues.
Client Care Specialist
Jackson Hewitt - Remote
01.2021 - 04.2021
- Provide Customer Service
- Conducted research and compiled backup documentation.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
Amazon.com - Remote
01.2019 - 12.2020
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats, and emails to facilitate customer service.
Caregiver
Holy Hands - Baton Rouge, LA
01.2017 - 04.2020
- Improved patient outlook and daily living through compassionate care.
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
Customer Service Representative
Apple Inc. - Remote
10.2016 - 01.2019
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Education
Skills
- Customer Service
- Customer Support
- Call Center
- Technical Support
- Cold Calling
- Management
- Software troubleshooting
- Zendesk
- Recruiting
- Host/hostess experience
- Organizational skills
- Hospitality
- Account updating
- Payment Processing
- Communicating with clients
Personal Information
Title: Customer Service
Timeline
Caregiver
Griswold Home Care
04.2023 - Current
Customer Service
Conduent - Remote
04.2021 - 03.2023
Client Care Specialist
Jackson Hewitt - Remote
01.2021 - 04.2021
Customer Service Representative
Amazon.com - Remote
01.2019 - 12.2020
Caregiver
Holy Hands - Baton Rouge, LA
01.2017 - 04.2020
Customer Service Representative
Apple Inc. - Remote
10.2016 - 01.2019