Shanlay Emmanuel
LAUDERDALE LAKES,FL
Summary
Professional with background in call center management, prepared to excel in team leadership roles. Known for effectively managing teams to achieve high performance and customer satisfaction. Emphasizes teamwork and results, ensuring reliability and adaptability. Demonstrates excellent communication and problem-solving skills, valued by employers.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
8
8
years of professional experience
Work History
Call Center Team Lead
Platinum Group Security
Boca Raton, FL
10.2023 - Current
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
Customer Service Representative
Del-tex Elite Marketing
Pembroke Pines, FL
01.2022 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
HHA
Amazing Care At Home
Hollywood, FL
11.2019 - 01.2022
- Maintained a clean and safe living environment for patients, reducing the risk of accidents or infections.
- Assisted patients with personal hygiene tasks such as bathing, grooming, and dressing, promoting dignity and selfconfidence.
- Improved patient comfort by providing compassionate and attentive care in various daily activities.
- Transported patients safely to appointments, errands, or social outings, ensuring timely arrival and an enjoyable experience.
- Monitored vital signs regularly, promptly reporting any abnormalities or concerns to supervising medical professionals.
- Administered medications accurately and on time, ensuring optimal treatment effectiveness.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
Nursing Assistant
Jewish Family Services Senior Solutions
Pine Island
03.2017 - 11.2019
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Skillfully operated medical equipment, such as glucose monitors and blood pressure cuffs, ensuring accurate data collection for informed decision-making by healthcare providers.
- Documented care actions by completing records and logs in medical software system.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Proactively identified changes in patient condition or behavior, alerting appropriate healthcare personnel for prompt intervention when necessary.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Administered medications according to prescribed schedules, contributing to effective treatment outcomes.
Education
No Degree - Nursing
Florida Atlantic University
Boca Raton, FLSkills
- Call center customer service
- Team management
- Escalation handling
- Quality assurance
- Attendance tracking
- Call routing
- Workforce planning
- CRM software
- Rewards programs
- Reporting skills
Timeline
Call Center Team Lead
Platinum Group Security
10.2023 - Current
Customer Service Representative
Del-tex Elite Marketing
01.2022 - 10.2023
HHA
Amazing Care At Home
11.2019 - 01.2022
Nursing Assistant
Jewish Family Services Senior Solutions
03.2017 - 11.2019
No Degree - Nursing
Florida Atlantic University