Shanquita Polk
Walls
Summary
Dynamic professional with 14 years of experience seeking a Customer Service role. Proven track record in enhancing customer satisfaction and retention through effective communication and conflict management, as demonstrated in roles such as Service Intake Specialist and Account Manager. Skilled in data entry, management, and quality control, with a strong focus on optimizing client interactions and resolving service issues efficiently.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Child Care Worker
About You Sitting service
01.2025 - Current
- Assisting with daily activities
- Providing comfort, companionship, and compassionate care
- Ensuring a nurturing environment for growth and development, working closely with our multidisciplinary team
- Supporting children in MDCPS custody by providing the stability and care they need during critical moments in their lives
Account Manager/Implementation Specialist
Phase2 Labs
04.2022 - 09.2024
- Enhanced sales and product usage by adhering to established sales protocols and procedures, serving as the primary contact for practice personnel and sales affiliates.
- Improved customer service and retention by acting as the escalation point for contractor, collector, and clinical staff concerns, ensuring resolution in collaboration with internal teams.
- Fostered key high-level relationships, managing client satisfaction and account expansion through strategic program development and implementation.
- Coordinated cross-departmental efforts to address critical client issues, facilitating contract negotiations and nurturing long-term partnerships with executive stakeholders.
- Planning, scheduling, budgeting, and managing all aspects of an implementation project.
- Guiding and motivating team members throughout the implementation process.
- Conduct thorough analysis of client business processes and requirements to tailor the software implementation to their specific needs.
- Oversee the installation process, ensuring proper setup and integration with existing systems.
- Develop and deliver comprehensive training sessions for end-users to familiarize them with the software functionalities.
Intake Worker
Metro Social Services
12.2020 - 02.2022
- Determine the needs of all person(s) and populations seeking assistance.
- Meet with customers and provide pre-screening to assess needs. Retrieve information from the family coordinated entry system.
- Enter the customer information into the Metro Social Services/Homeless Management Information System (MSS/HMIS) database. Enter demographic and related data. Provide information about program services to customers.
- Conduct Vulnerability Index-Service Prioritization Decision Assistance Tool (VI-SPDATS) assessments and other documents pertaining to the Coordinated Entry process and systems.
- Conduct Homeless Education Resources and Outreach (HERO's) & General pre-screenings of referrals for services.
- Work with organizations and the various shelters during the months of operation.
- Deliver homebound meals customers and works meal sites in Davidson County when needed.
- Work community events in conjunction with other program staff.
- May accompany Social Workers to home visits when needed.
- Perform customer service duties at the front desk and handle multiple phone lines. Provide administrative support across the agency where needed.
- Cross train to work in all areas of the Division of Programs.
- Work independently on projects and meet prescribed deadlines.
Mobile Phlebotomist II
American Red Cross
07.2016 - 12.2020
- Conducted comprehensive assessments of donor eligibility, including health history and physical examination, ensuring adherence to all regulatory requirements.
- Maintained meticulous records for the manufacturing department, guaranteeing the accuracy and completeness of all documentation.
- Provided exceptional donor care by preparing individuals for donation, including site sterilization and assembly of materials, while upholding the utmost standards of confidentiality and respect for patient dignity.
Education
High School Diploma - General Education
Mississippi Job Corps Center
Crystal Springs, MS03.2006
Skills
- Data Collection
- Microsoft Excel
- Filing
- Customer Service
- Leadership
- Laboratory Experience
- Security
- Microsoft Word
- Typing
- Data Entry
- Medical Records
- Analysis Skills
- Hospitality
- Microsoft Outlook
- Time Management
- Management
- Windows
- Account Management
- Inventory
- Communication Skills
- Conflict Management
- Quality Control
- Computer Skills
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CPR Certification
- Phlebotomy with EKG
- First Aid Certification
- CPI June 2025 to June 2027
- Unarmed Security Guard/Officer Private Protective Service Unarmed Guard Private Protective Services Status August 2024 to August 2026
Languages
English
Full Professional
Timeline
Child Care Worker
About You Sitting service
01.2025 - Current
Account Manager/Implementation Specialist
Phase2 Labs
04.2022 - 09.2024
Intake Worker
Metro Social Services
12.2020 - 02.2022
Mobile Phlebotomist II
American Red Cross
07.2016 - 12.2020
High School Diploma - General Education
Mississippi Job Corps Center
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