SHAQUANTA SMITH
Lifetime Fitness
Allen,Tx
16
years of professional experience
Member Support & Customer Success Professional with 10+ years of experience providing personalized support, building trusted relationships, and resolving complex customer concerns in fast-paced environments. Proven ability to analyze customer needs, maintain accurate account documentation, manage multiple priorities, and improve customer satisfaction through compassionate communication and strategic problem-solving. Proficient in Salesforce, Zendesk, CRM systems, and data-driven decision-making.
Work History
Operations Specialist
3 Months- Led daily club operations, ensuring smooth member flow, service consistency, and issue resolution across departments.
- Coordinated opening and closing procedures, verifying readiness for fitness, locker room, and front desk operations.
- Monitored inventory, supplies, and equipment needs, escalating shortages and coordinating timely replenishment.
Email Support Specialist
3 Months- Responded to 75+ customer emails daily, maintaining a 98% satisfaction score.
- Provided customer support for the TCGS project, researching inquiries and assisting with issue resolution.
- Tracked customer cases in Zendesk, ensuring complete notes and timely follow-up.
Account Specialist II
4 Months- Investigated account activity, verified customer information, and followed financial institution security procedures.
- Streamlined account management processes to enhance team efficiency and reduce response times.
- Educated clients on travel benefits, account features, dispute resolution, and security best practices to enhance their understanding and utilization of services.
Stocker
3 Months- Ensured inventory accuracy and product visibility across 5 departments, enhancing customer access to products.
- Enhanced on-shelf availability by implementing efficient restocking processes.
- Streamlined stocking operations by collaborating with team members, improving workflow efficiency.
Member Support Associate
1 Year 1 Month- Diagnosed and resolved hardware, software, connectivity, and account-related issues for Peloton Bikes, Treads, and the Peloton App.
- Executed proactive follow-ups to ensure issue resolution and enhance member experience.
- Conducted account research and skip tracing for asset recovery while safeguarding company resources.
Trust and Safety Agent
3 Years 3 Months- Monitored and reviewed over 200 daily content cases for platforms like Facebook and Instagram, ensuring 99% compliance with community guidelines.
- Identified abuse trends and recommended automation improvements, enhancing moderation workflows.
- Improved platform experience by reducing harmful content visibility and fostering safer user interactions.
Fulfillment Specialist
2 Years 2 Months- Picked, packed, and shipped over 300 orders per shift, with a 99.5% accuracy rate.
- Helped reduce shipping errors through improved process adherence.
- Maintained safe operations using forklifts and pallet jacks in a high-volume warehouse.
Supervisor
5 Years 3 Months- Led team of 15 to 20 associates, enhancing productivity through targeted training and coaching.
- Reduced employee turnover by cultivating a collaborative work environment.
- Achieved 100% compliance in performance tracking and HR documentation.
Education
High School Diploma
Skills
Multichannel communication expertise
High-Volume Case Management
Member Engagement
Critical Thinking
Client Retention
Account Management
Organizational Skills
Quality Assurance & Compliance
Claims Inquiry & Resolution Support
Timeline
Operations Specialist
Lifetime Fitness
07.2026 - CurrentRead More
Email Support Specialist
HiOperator
07.2024 - 10.2024Read More
Account Specialist II
JP Morgan Chase
09.2023 - 01.2024Read More
Stocker
Walmart
06.2023 - 09.2023Read More
Member Support Associate
Peloton
09.2021 - 10.2022Read More
Trust and Safety Agent
Genpact
06.2018 - 09.2021Read More
Fulfillment Specialist
Amazon
03.2016 - 05.2018Read More
Supervisor
Walmart
08.2010 - 11.2015Read More
North Garland High School
High School Diploma
Read More