Summary
Overview
Work History
Education
Skills
Timeline
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Shaqueema Pemberton Lynn

Raleigh,NC

Summary

Well-qualified Customer Service Lead, proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.

Overview

9
9
years of professional experience

Work History

Customer Service Lead

Drivetime/SiverRock/Carvana
11.2021 - Current
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Reviewed associate performance to identify training needs.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Utilized customer service software to manage interactions and track customer satisfaction.

CSR

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09.2014 - 03.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times. 80+ calls daily

Education

E-Commerce -

Austin Peay State University
Clarksville, TN
04.2023

Blogging, Content Marketing & Vlogging -

Austin Peay State University
Clarksville, TN
04.2023

Cryptocurrency -

Austin Peay State University
Clarksville, TN
04.2023

Python Programming -

Austin Peay State University
Clarksville, TN
04.2023

Social Media Marketing -

Austin Peay State University
Clarksville, TN
04.2023

Project Management -

Austin Peay State University
Clarksville, TN
09.2022

Associate of Science - Business Administration And Management

Everest University - Tampa
Tampa, FL
07.2014

Skills

  • Marketing Tools
  • Calendaring
  • Transportation Solution Development
  • Problem-Solving Ability
  • Conflict Resolution
  • Administrative Duties
  • Project Management
  • Call Volume and Quality Metrics
  • Outstanding Customer Service
  • Key Relationships
  • Training Development Aptitude
  • Incoming Call Management

Timeline

Customer Service Lead

Drivetime/SiverRock/Carvana
11.2021 - Current

CSR

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09.2014 - 03.2020

E-Commerce -

Austin Peay State University

Blogging, Content Marketing & Vlogging -

Austin Peay State University

Cryptocurrency -

Austin Peay State University

Python Programming -

Austin Peay State University

Social Media Marketing -

Austin Peay State University

Project Management -

Austin Peay State University

Associate of Science - Business Administration And Management

Everest University - Tampa
Shaqueema Pemberton Lynn