Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Shanita Godfrey

Greenbelt,MD

Summary

Highly motivated customer service professional with over 15+ years of experience. Seeking to use problem solving skills to ensure a memorable customer experience. High level communication and organizational skills. Detailed oriented Experienced with Microsoft Word, Excel, and Google platform. Ability to learn new systems and tools quickly. Eager to innovate and improve work processes. Ability to multitask and meet daily deadlines.


Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

11
years of professional experience

Work History

ID.ME

Team Lead - General Support/Live Chat Agent
05.2020 - Current

Job overview

  • Directed and supervised team of 50+ engaged in Email and Chat Member Support development.
  • Daily analytic reports for attendance, productivity, and quality assurance
  • Bi-weekly coaching and mentoring sessions with managed teams on 1:1 basis
  • Provide support to various teams with current processes and procedures to ensure proper customer service
  • Process account changes for members utilizing platform JIRA platform
  • Fluent knowledge of Zendesk and Slack platforms
  • Participate weekly in Leadership and Team meetings to discuss new products, processes and procedures
  • Conducted interviews for potential new hires into ID.me family
  • Maintain timekeeping to ensure accurate pay for employees
  • Timely execute escalations for members through various platforms
  • I.e; emails, phone calls, chat sessions
  • Diligently track trends to ensure proper coverage is available for members during high peak hours via chats.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Supervised team members to confirm compliance with set procedures and quality requirements.

THE WASHINGTON POST

Digital Customer Care Specialist
03.2019 - 11.2019

Job overview

  • Responded to help desk inquiries via telephone and email utilizing Zendesk platform
  • Performed data entry while troubleshooting issues with digital products
  • Escalated issues to appropriate internal teams as necessary
  • Created reports regarding resolutions to customer issues.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took ownership of customers issues to follow problems through to resolution.

LYFT

Independent Contractor
07.2016 - 03.2019

Job overview

  • Provide exceptional customer service to customers with whom request ride to designated location
  • Handle bookkeeping of all trips from passengers in regards to mileage, time and all amenities provided
  • Ensure customer safety as passengers ride in comfort of well-kept vehicle
  • Able to lift 50+lbs to ensure passengers luggage is safely stored.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Communicated effectively with clients throughout entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
  • Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.

BLUEMERCURY

Administrative/ Inventory Coordinator
12.2012 - 07.2016

Job overview

  • Utilized systems e.g. KWI to assure correct inventory and receiving of products
  • Confirmed all merchandise was in good condition and in proper quantity at retail locations
  • Reconciled purchase order received
  • Resolved discrepancies from receiving using daily spot counts
  • Assisted in developing methods that would prevent future problems in inventory transactions
  • Exercised interdepartmental skills with incoming and outgoing calls of multiple stores to provide support with various products in regards to incoming shipments from vendors and/or outgoing to vendors
  • Obtained information from vendors for merchandise discrepancies and to gain further knowledge of shipping proof of purchase
  • Assisted with discrepancies including but not limited to UPS, FedEx.
  • Resolved discrepancies between physical counts and electronic records through thorough investigation and reconciliation efforts.
  • Reduced stock discrepancies by diligently investigating variances and resolving issues promptly.

Education

Montgomery Community College
Rockville, MD

No Degree from General Studies
08.2026

University Overview

Skills

  • Customer Focus
  • Coaching and Mentoring
  • Performance monitoring
  • Performance Improvement
  • Quality Control
  • Complaint resolution
  • Employee Evaluation
  • Key Performance Indicators
  • Product Management
  • Talent Acquisition
  • Influencing skills
  • Trend tracking

Timeline

Team Lead - General Support/Live Chat Agent
ID.ME
05.2020 - Current
Digital Customer Care Specialist
THE WASHINGTON POST
03.2019 - 11.2019
Independent Contractor
LYFT
07.2016 - 03.2019
Administrative/ Inventory Coordinator
BLUEMERCURY
12.2012 - 07.2016
Montgomery Community College
No Degree from General Studies
Shanita Godfrey