SHAQUILLE AMAKER
Nottingham,MD
Summary
Hands-on Customer Service Manager effective in motivating others to reach their optimum potential.
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
Overview
14
14
years of professional experience
Work History
Recruiting Specialist
Integrity Staffing For Amazon
Baltimore, MD
09.2021 - Current
- Hired employees and initiated new hire paperwork process.
- Explained human resources policies, procedures, laws, standards and regulations to each employee.
- Operated and maintained applicant tracking and candidate management systems.
- Verified applicant references and employment details.
Customer Service Representative
Aerotek
Baltimore, MD
11.2019 - 03.2020
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Monitoring Technician
Danfoss Via Aerotek
Baltimore, MD
07.2019 - 11.2019
- Resolved process inaccuracies while monitoring performance, site safety and project status
- Updated refrigeration systems, modifying HVAC components and refurbishing chiller plants and panels
- Satisfied customer needs on every call with knowledgeable service and quick responses
- Conducted diagnostic tests and read results
- Performed predictive, preventive and corrective maintenance on diverse systems
Customer Care Representative
Kelly & Associates Insurance Group Inc.
Cockeysville, MD
06.2018 - 05.2019
- Completed paperwork, entering prescription and insurance or billing information into patient profiles
- Maintained confidentiality of patient finances, records and health statuses
- Researched and resolved routine and complex issues
- Identified issues and took appropriate action to ensure speedy resolution
- Followed up with customers on unresolved issues
Outreach Specialist
Inovalon
Columbia, MD
01.2017 - 04.2018
- Answered an average of 80-100 calls per day by addressing customer inquiries, solving problems and providing new product information
- Acted professionally and patiently when addressing negative customer feedback
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed
- Assisted in the maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms)
- Precisely completed appropriate claims paperwork, documentation and system entry
Customer Service Representative
Prometric
Nottingham MD
08.2016 - 01.2017
- Effectively managed a high-volume of inbound and outbound customer calls
- Defused volatile customer situations calmly and courteously
- Gathered and verified all required customer information for tracking purposes
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism
- Accurately documented, researched and resolved customer service issues
Warehouse Associate
Amazon
Baltimore MD
11.2015 - 07.2016
- Stacked and stored pallets at the end of the shift to keep warehouse clean and organized
- Cleaned and maintained the warehouse in compliance with OSHA safety standards
- Verified each delivery against shipping instructions before delivering to customers
Customer Service Rep
Ikea Direct
Baltimore MD
01.2011 - 03.2015
- Answered customers' questions and addressed problems and complaints in person and via phone
- Helped customers select products that best fit their personal needs
- Educated customers on product and service offerings
- Communicated information to customers about product quality, value and style
- Kept current on market and product trends to effectively answer customer questions
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
Sales Associate
Best Buy
Baltimore MD
11.2009 - 11.2014
- Answered customers' questions and addressed problems and complaints in person and via phone
- Helped customers select products that best fit their personal needs
- Maintained visually appealing and effective displays for the entire store
- Offered exceptional customer service to differentiate and promote the company brand
- Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Acted professionally and patiently when addressing negative customer feedback
Education
High School Diploma - Criminal Justice Business and Management Marketing
Overlea High School
2011
Skills
- Adheres to customer service procedures
- Completed telephone training seminar
- Customer interface expertise
- Customer service award
- Quick learner
- Strong client relations
- Cash flow management
- Credit card processing
- Multi-line phone talent
- POS systems expert
Accomplishments
- Received 20 "exceeds expectations" ratings on performance reviews
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Recruiting Specialist
Integrity Staffing For Amazon
09.2021 - Current
Customer Service Representative
Aerotek
11.2019 - 03.2020
Monitoring Technician
Danfoss Via Aerotek
07.2019 - 11.2019
Customer Care Representative
Kelly & Associates Insurance Group Inc.
06.2018 - 05.2019
Outreach Specialist
Inovalon
01.2017 - 04.2018
Customer Service Representative
Prometric
08.2016 - 01.2017
Warehouse Associate
Amazon
11.2015 - 07.2016
Customer Service Rep
Ikea Direct
01.2011 - 03.2015
Sales Associate
Best Buy
11.2009 - 11.2014
High School Diploma - Criminal Justice Business and Management Marketing
Overlea High School
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