Summary
Overview
Work History
Education
Skills
Timeline
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Shaniqua Waters

Duncan,SC

Summary

Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Overview

11
11
years of professional experience

Work History

Customer Service/ Sale Specialist

Spectrum
01.2023 - Current
  • Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
  • Coordinated internally with operations and logistics to maintain knowledge of new company products
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products.
  • Developed strong client relationships for increased loyalty and repeat business.

Contact Center Speailist (Remote)

TD Bank
11.2020 - 01.2023
  • Maintained a customer resolution rate of 95% over my tenure with the company.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.
  • Executed on-time and under budget project management to resolve complex issues
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Managed high call volumes while maintaining exceptional service quality and professionalism.

Production Worker/Team Lead

BMW Manufacturing
01.2013 - 11.2020
  • Set attainable daily, weekly and monthly goals and game plans for the grievance department.
  • Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.
  • Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
  • Successfully multitasked while navigating various functions of the companies service management system.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Improved production efficiency by streamlining assembly line processes and implementing time-saving techniques.
  • Collaborated with team members to optimize workflow, resulting in increased productivity and reduced downtime.

Education

High School Diploma -

Lancaster High School
Lancaster, SC
05.2010

Skills

  • Issue and Complaint Resolution
  • Call Documentation
  • CRM Software
  • 55 wpm Typing Speed
  • Customer service
  • Microsoft Office
  • Microsoft Teams
  • Excel Spreadsheet
  • Google Suite
  • Problem Resolution
  • Call Center Environments
  • Project Management
  • Working efficiently within a remote setting

Timeline

Customer Service/ Sale Specialist

Spectrum
01.2023 - Current

Contact Center Speailist (Remote)

TD Bank
11.2020 - 01.2023

Production Worker/Team Lead

BMW Manufacturing
01.2013 - 11.2020

High School Diploma -

Lancaster High School

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Shaniqua Waters