SHAQUILLE KELLY
TROY,UNITED STATES
Summary
Dynamic customer service professional with extensive experience at Maximus, excelling in call handling and quality assurance. Proven ability to resolve issues proactively while maintaining confidentiality. Skilled in documentation and cash handling, consistently achieving high consumer satisfaction and enhancing overall service delivery. Determined Manual Laborer with many years of experience helping clean and beautify yards and houses. Diligent employee focused on following supervisor requests and getting work done quickly. Safety-oriented worker following strict guidelines for workplace health. Hardworking Package Handler comfortable moving heavy loads manually or with forklifts and overhead cranes. Punctual, reliable, and dedicated to teamwork. Great maintenance and repair skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative 2 - Call Center
Maximus
01.2026 - Current
- Answer incoming calls from consumers, including the general public, prospective enrollees, and people assisting enrollees or acting on their behalf, in accordance with all performance standards, policies, procedures, and protocols.
- Process new applications for health care coverage via telephone, including building tax households, household income, eligibility determination, interpreting determinations made by the Marketplace, and enrollment into health plans.
- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Respond to all inquiries consistently with confidentiality and privacy policies, and refer callers to alternate sources when appropriate.
- Escalate calls or issues to the appropriately designated staff for resolution, as needed.
- Track and document all inquiries using the applicable systems.
- Facilitate translation services for non-English-speaking callers according to procedures.
- Attends meetings and training as requested, and maintains up-to-date knowledge of all programs and systems.
- Meet Quality Assurance (QA), and other key performance metrics.
- Responsible for adhering to established safety standards.
CSR 2 - OPS
Maximus
06.2024 - 01.2026
- Efficiently manage consumer inquiries, ensuring adherence to privacy protocols, and performance standards.
- Accurately document interactions in the system, facilitating seamless information retrieval and follow-up.
- Consistently achieve quality assurance benchmarks, contributing to enhanced consumer satisfaction.
- Proactively resolve issues, or escalate to designated staff, ensuring timely and effective solutions.
- Facilitate material requests via multiple channels, enhancing consumer accessibility and experience.
- Demonstrated active listening skills to understand customer needs, fostering trust, and ensuring a positive experience for all callers.
CSR 1 APP SUPPORT
Maximus
03.2020 - 05.2024
- Efficiently manage consumer inquiries, ensuring adherence to privacy protocols and performance standards.
- Accurately document interactions in system, facilitating seamless information retrieval and follow-up.
- Consistently achieve quality assurance benchmarks, contributing to enhanced consumer satisfaction.
- Proactively resolve issues or escalate to designated staff, ensuring timely and effective solutions.
- Facilitate material requests via multiple channels, enhancing consumer accessibility and experience.
- Demonstrated active listening skills to understand customer needs, fostering trust and ensuring a positive experience for all callers.
- Answer Incoming Calls from Consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
- Track and document all inquiries using the applicable systems.
- Complete associated tasks according to the established guidelines.
- Meet Quality Assurance and other key performance metrics.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
CASHIER SALES ASSOCIATE
Wal-Mart
01.2016 - 03.2020
- Greet customers entering location.
- Process all sale transactions by receiving payment by cash, check, credit cards, vouchers, or automatic debits.
- Process merchandise returns and exchanges.
- Register customers for the Dollar Reward Savings Club card.
- Answer customers' questions, and provide information on procedures or policies.
- Compute and record totals of transactions.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Issue receipts, refunds, credits, or change due to customers.
- Issue trading stamps and redeem food stamps and coupons (if applicable).
- Maintain clean and orderly checkout areas.
- Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.
- Resolve customer complaints.
- Compile and maintain non-monetary reports and records.
- Stock shelves, and mark prices on shelves and items.
- Scheduling appointments and receiving payments.
- Keep accurate records of discussions or correspondence with customers.
- Achieve a balance of high productivity and call quality.
SUMMER INTERN
GLK Technology Inc
06.2014 - 09.2014
- Analyzed key performance indicators to identify effective strategies.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Worked closely with human resources to support employee management and organizational planning.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
MAIL CLERK INTERN
Green Tech High Charter School
10.2011 - 06.2013
- Mainly responsible for receiving, opening, and dispersing, all incoming mail to appropriate persons.
- Shipping outgoing mail and packages.
- Distribution of inventory and stocking of supplies.
- Make copies and scanned documents.
CASHIER
The Rotti Spot
06.2012 - 09.2012
- Processed customer transactions efficiently and accurately.
- Managed cash register and maintained balanced drawer.
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
JANITOR/CUSTODIAN
SEFCU
06.2011 - 08.2011
- Maintain the physical building and property grounds.
- Clean floors by sweeping, mopping, scrubbing, and vacuuming.
- Eliminate waste from premises.
- Operated cleaning equipment including floor scrubbers and vacuum cleaners.
- Maintained cleanliness and sanitation in all areas of SEFCU facilities.
- Followed chemical cleaner and power equipment procedures to prevent damage to floors and fixtures.
- Completing assigned tasks established by the superintendent.
- Perform general janitorial and maintenance-related activities.
Education
Associate of Science -
Hudson Valley Community College
12.2019
High School Diploma -
Green Tech High Charter School
08.2013
Skills
- Customer Service
- Call handling
- Documentation
- Quality Assurance
- Problem Solving
- Cash Handling
- Sales Transactions
- Inventory Management
Timeline
Customer Service Representative 2 - Call Center
Maximus
01.2026 - Current
CSR 2 - OPS
Maximus
06.2024 - 01.2026
CSR 1 APP SUPPORT
Maximus
03.2020 - 05.2024
CASHIER SALES ASSOCIATE
Wal-Mart
01.2016 - 03.2020
SUMMER INTERN
GLK Technology Inc
06.2014 - 09.2014
CASHIER
The Rotti Spot
06.2012 - 09.2012
MAIL CLERK INTERN
Green Tech High Charter School
10.2011 - 06.2013
JANITOR/CUSTODIAN
SEFCU
06.2011 - 08.2011
Associate of Science -
Hudson Valley Community College
High School Diploma -
Green Tech High Charter School