Shaquanna Gamble
West Palm Beach
Summary
Customer service professional with proven track record in delivering high-quality support in call center environment. Known for reliability and adaptability in meeting customer needs. Adept at fostering teamwork and achieving results through effective collaboration and customer engagement.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Arise
05.2025 - Current
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
Customer Service Representative
Brightline Trains
11.2022 - Current
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
NexRep
01.2026 - 05.2026
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by providing accurate information and timely support across multiple channels..
- Streamlined processes to improve response times and increase overall service efficiency.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Liveops
01.2025 - 01.2026
- Enhanced customer satisfaction by providing accurate information and timely support across multiple channels.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Correctional Officer
Florida Department Of Corrections
08.2021 - 08.2022
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls and showers.
- Observed behavior of residents individually and in groups.
- Inspected work sites and crew trucks for contraband, cleanliness and safety.
- Delivered inmates to work sites and returned safely by following protocols.
- Received and accounted for personal possessions and determined inmate work assignments.
- Addressed inquiries from general public, other staff, inmates and visitors to resolve concerns.
- Tracked inmates through head counts, visitor logs and scheduled activities.
- Prepared, processed and maintained forms, reports, logs, records and activity journals.
- Escorted inmates to and from cells, court, hospitals and medical appointments.
- Conducted routine and emergency head counts.
- Identified facility openings and designated inmates to housing units.
Loss Mitigation Specialist
Chase Home Finance LLC
02.2009 - 09.2013
- Remained updated with latest information related to mortgage products and services being offered.
- Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
- Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
- Reached out to borrowers to discuss current status and loan workout options.
- Assisted with short sales and deed in lieu processes.
- Provided reinstatement and payoff quotes to clients.
- Discussed property liquidation options with customers.
- Assessed clients' financial data to determine loan suitability.
- Collaborated with and facilitated communications between borrowers and lenders to obtain ideal loans for home purchases.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Monitored pipelines to track and log status of loans.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Assessed aging accounts and initiated collection strategies based on conditions.
- Answering or making customer calls to address their need.
- Building relationship with callers.
- Manage over 100 customer calls per day.
Education
No Degree - Business Administration And Management
Miami Dade College
Miami, FLHigh School Diploma -
Miami Central High School
Miami Fl06.2001
Skills
- Conflict resolution skills
- Strong Interpersonal Skills
- Detail oriented skills
- Excellent verbal and written communication skills
- Time management skills
- Sales skills
- Demonstrated ability in meeting or exceeded sales goals
- Shift Work
- Conflict De-Escalation
- Safety and Security
- Interior and Exterior Patrol
- Report Writing
- First Aid and CPR Certified
- Security Screening
- Microsoft Word
- Passenger Interaction
- Multi-Tasking and Prioritization
- Active listening
- Customer service
- Critical thinking
- Data entry
- Call center experience
Timeline
Customer Service Representative
NexRep
01.2026 - 05.2026
Customer Service Representative
Arise
05.2025 - Current
Customer Service Representative
Liveops
01.2025 - 01.2026
Customer Service Representative
Brightline Trains
11.2022 - Current
Correctional Officer
Florida Department Of Corrections
08.2021 - 08.2022
Loss Mitigation Specialist
Chase Home Finance LLC
02.2009 - 09.2013
High School Diploma -
Miami Central High School
No Degree - Business Administration And Management
Miami Dade College