Shanique Gilbert
Atlanta,Georgia
Summary
Dynamic Business Administrator with over 5 years of experience in developing and implementing strategies that enhance customer relations and operational efficiency. Proven expertise in risk assessment and quality assurance, combined with strong proficiency in CRM systems and Microsoft Office, positions as a valuable asset to any organization. A track record of introducing innovative solutions in business administration demonstrates a commitment to leveraging cutting-edge practices to elevate customer satisfaction by 20% or more. Passionate about driving overall business performance through strategic initiatives and effective leadership.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
NRTC - National Rural Telecommunications Cooperative
10.2024 - Current
- Resolved technical issues by diagnosing software and hardware problems efficiently.
- Provided exceptional customer support through various communication channels, enhancing user satisfaction.
- Collaborated with cross-functional teams to streamline incident management processes and improve service delivery.
- Managed multiple concurrent support cases with precision and focus, resulting in a 65% higher rate of case closure within target timelines.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Tailored support solutions to diverse client environments, ensuring compatibility and minimal disruption to business operations.
Customer Service Agent
Home Depot
02.2022 - 09.2024
- Delivered high-quality customer service, efficiently managing inquiries and orders.
- Reduced recurring issues by 20% through a comprehensive analysis of customer complaints.
- Boosted customer retention by 13%, rectifying billing issues promptly, and providing exceptional service.
- Optimized workflow to enhance order handling speed, achieving a 15% increase in daily transactions.
- Analyzed 1,000+ customer feedback surveys to pinpoint recurring trends and customer pain points; insights guided a service protocol revamp, resulting in a 25% increase in customer satisfaction scores.
- Assisted customers with product inquiries and order placements, ensuring a positive shopping experience.
Data Collector
Great Blue Research
12.2019 - 03.2020
- Spearheaded data security protocols, upholding 100% compliance.
- Optimized team data analysis methods, yielding more accurate results.
- Analyze trends and patterns in data collected to identify market opportunities and provide actionable recommendations to drive business growth for Great Blue Research.
- Develop and maintain relationships with external data sources to ensure access to a wide range of relevant and up-to-date information, expanding the scope of research capabilities for Great Blue Research.
- Enhance data collection processes by implementing new technologies and automation tools, leading to increased efficiency and accuracy in data gathering for Great Blue Research.
Account Executive
Raven CT
01.2019 - 12.2019
- Directed a cross-functional team to execute data-driven marketing campaigns, leveraging traditional and digital tactics; achieved a 30% boost in brand visibility, and expanded market penetration by 20%.
- Driving client engagement by utilizing data analytics to identify key trends and opportunities for account growth, presenting actionable insights to the team for strategic decision-making, and enhancing overall sales performance.
- Coordinating and hosting networking events to build relationships with potential clients and industry partners, expanding the business network, and creating opportunities for collaboration and growth.
- Utilizing agile project management techniques to streamline client account strategies and drive cross-functional collaboration, ensuring efficient execution of business initiatives, and maximizing results.
- Mentored the team, boosting skills, and resulting in a 20% performance increase.
Education
Associates of Science - Business Administration
Capital Community College
Hartford, Connecticut05.2022
Skills
- Risk evaluation
- Quality control expertise
- Data analysis and visualization
- Collaborative team management
- Mediation and negotiation skills
- CRM software proficiency
- Client relationship management
- Root-cause analysis
- Proficient in Microsoft Office
- Adaptable to training
- Effective strategic communication
- Retention program development
Timeline
Technical Support Engineer
NRTC - National Rural Telecommunications Cooperative
10.2024 - Current
Customer Service Agent
Home Depot
02.2022 - 09.2024
Data Collector
Great Blue Research
12.2019 - 03.2020
Account Executive
Raven CT
01.2019 - 12.2019
Associates of Science - Business Administration
Capital Community College
COURSES
- Introduction to Cybersecurity Tools & Cyber Attacks at IBM
- DEC 2023 – MAR 2024