Summary
Overview
Work History
Education
Skills
Interests
Accomplishments
Timeline
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Shanique Ellis

Summary

Proven expertise in complaint handling and Microsoft Excel, honed across roles at Alorica and other leading companies. Excelled in de-escalating customer issues, achieving high satisfaction rates. Demonstrated exceptional teamwork and live chat support skills, significantly enhancing service delivery and operational efficiency.

Overview

5
5
years of professional experience

Work History

Support Agent

Alorica
02.2024 - Current
  • Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
  • Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
  • Participated in regular training sessions to stay updated on the latest product developments and industry trends.


  • Met customer call guidelines for service levels, handle time and productivity.
  • Assists with Verizon customers in fixing devices and internet selling phones and assist in billings.

Customer Service Agent

Sutherland Global Service
02.2022 - 03.2024
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Assist with Amazon employees as a virtual human resource agent and to fix their time cards.

Customer Service Representative

VXI Global
12.2021 - 02.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Educated customers about billing, payment processing and support policies and procedures.

Agent

Alorica
09.2019 - 05.2021
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

Food Preparation Worker

Island Grill
07.2019 - 08.2019
  • Kept workstation and equipment clean, organized, sanitized, and sufficiently stocked.
  • Sanitized work surfaces between food preparation, avoiding cross-contamination and maintaining food safety guidelines.
  • Demonstrated punctuality and reliability in consistently arriving for scheduled shifts to meet service demands.
  • Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
  • Followed recipe guidelines meticulously, ensuring a consistent flavor profile for signature dishes.

Education

High School Diploma -

Mona High School
Kingston, JA
06-2019

Skills

  • Complaint handling
  • Live chat support
  • Keyboarding skills
  • Proficiency in using Microsoft Word
  • Proficiency in Using Excel
  • Teamwork skills
  • Critical thinking

Interests

  • Fundraising Events
  • Cooking
  • Community Cleanup
  • Volunteering
  • Acting and Theater
  • Volunteer Work
  • Road Trips

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Awarded "Employee of the Month" for delivering outstanding administrative support.
  • Resolved product issue through consumer testing.
  • Provided high quality food to customers

Timeline

Support Agent

Alorica
02.2024 - Current

Customer Service Agent

Sutherland Global Service
02.2022 - 03.2024

Customer Service Representative

VXI Global
12.2021 - 02.2022

Agent

Alorica
09.2019 - 05.2021

Food Preparation Worker

Island Grill
07.2019 - 08.2019

High School Diploma -

Mona High School

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Shanique Ellis