SHAQUANDREA DIAZ
Rochester,NY
Summary
Assisted customers with inquiries and service solutions. Resolved conflicts through effective communication and problem-solving. Collaborated with team members to adapt to changing needs and deliver satisfactory service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Spark Delivery Driver
Walmart
Rochester, NY
11.2024 - Current
- Navigated delivery routes efficiently to ensure timely and accurate customer deliveries.
- Loaded, unloaded, and organized merchandise for optimal delivery operations.
- Maintained vehicle cleanliness and performed routine maintenance checks for safety compliance.
- Communicated effectively with customers to confirm delivery details and address inquiries.
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
Delivery Driver
Grubhub
10.2018 - 2024
- Greeted customers at register and assisted with food orders when meals were ready.
- Facilitated timely delivery of goods through effective route planning and order checks. Supported customer satisfaction by providing accurate and prompt service. Assisted in improving operational efficiency by refining delivery processes.
- Utilized maps and GPS technology to determine and optimize daily routes.
Customer Service Representative
LiveXchange (Turbo-Tax)
01.2022 - 04.2022
- Facilitated tax preparation by delivering expert guidance and clarifying technical terms for customers.
- Facilitated customer interactions to enhance service quality. Supported team efforts in delivering exceptional customer experiences. Assisted in resolving customer inquiries promptly and effectively.
- Diagnosed and resolved tax-related issues while providing expert support to customers.
- Leveraged advanced computer skills to enhance operational efficiency.
- Enhanced knowledge base content by linking, flagging, and recommending updates.
- Leveraged government websites and toolkits to ensure accurate and timely responses to customer inquiries.
- Recorded customer interactions and escalated unresolved issues to appropriate teams.
- Embodied TurboTax brand values by fostering customer empathy and empowerment throughout the tax preparation process.
Data Entry Specialist
Paychex
09.2017 - 11.2017
- Inputs and loads any required client employee payroll information or personal employee information in a timely and accurate manner into Paychex databases so that clients can process their payroll.
- Updates any required client or company level information changes such as delivery addresses changes, contact information updates to maintain accurate account information. Ensures security of all personal identifiable information (PII) to prevent theft of client PII information. Inputs State Unemployment Insurance rate changes to ensure integrity of client taxes.
- Processes pay card application requests and inputs card information into the Paychex database for clients and their employees to ensure accurate and timely payroll processing.
- Processes client Time Off Accrual adjustments and/or new policy information as directed by a payroll specialist to ensure accurate and timely payroll processing.
Tax Support Agent
Concentrix Corporation WAH
01.2017 - 05.2017
- Such as help with doing the nation's taxes by providing expert guidance and explanations of tax and technical terms to our customers
- High-quality customer interactions and experiences
- Troubleshoot, resolve issues and address routine Tax Support customer questions.
- Use superior computer skills and multi-tasking abilities
- Actively contribute to the knowledge base content by linking, flagging and recommending updates
- Utilize government websites and toolkits to seek out and deliver the right answer to the customer every time
- Document customer interactions and properly escalate issues that do not have a known resolution.
- Represent the TurboTax brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes.
Cashier/Rack Runner
Amvet Thrift Stores
10.2016 - 01.2017
- Greeted individuals at register in a friendly efficient manner scanning merchandise, checking prices per request, bagged clothing accordingly and tabulated total transaction, collecting money for purchases.
- Maintained assigned work area by keeping surrounding items well-stocked and cleaned also put clothing on racks.
Customer Service Representative
Sutherland Global Services
02.2014 - 05.2014
- Answered incoming calls regarding various computer difficulties, attempted to address concerns or issues with customers retrieving necessary information for confirmation and solutions.
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandise.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Education
High School Diploma -
Dr Freddie Thomas High School
Rochester, NY06.2011
Associate of Science - Criminal Justice
Everest University
Tampa, FL10.2015
Skills
- Assisted in data entry tasks using Access and Excel Supported team members with Salesforce updates Maintained accurate records in Word documents
- Utilized MS Office Suite to support daily operations Assisted in managing communications through Outlook Created presentations using PowerPoint to enhance team meetings
- Demonstrated exceptional communication skills to facilitate effective collaboration among team members
- Demonstrated proficiency in listing management and organization
- Assisted in organizing schedules to meet deadlines Supported team members in prioritizing tasks effectively Contributed to maintaining focus on project objectives
Certification
Driver's License
Assessments
- Customer Service Skills — Proficient Jan 2019 View my full results at: https://share.indeedassessments.com/share_assignment/udx9gtgu0pwjyrge
- Written Communication — Proficient Jan 2019 View my full results at: https://share.indeedassessments.com/share_assignment/qe3mpe4auksqalz9
Timeline
Spark Delivery Driver
Walmart
11.2024 - Current
Customer Service Representative
LiveXchange (Turbo-Tax)
01.2022 - 04.2022
Delivery Driver
Grubhub
10.2018 - 2024
Data Entry Specialist
Paychex
09.2017 - 11.2017
Tax Support Agent
Concentrix Corporation WAH
01.2017 - 05.2017
Cashier/Rack Runner
Amvet Thrift Stores
10.2016 - 01.2017
Customer Service Representative
Sutherland Global Services
02.2014 - 05.2014
High School Diploma -
Dr Freddie Thomas High School
Associate of Science - Criminal Justice
Everest University