Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sharnequa Keeve

Fort Lauderdale,FL

Summary

Customer service manager with over a decade of extensive expertise in leading high-performance teams and driving operational excellence. Proficient in data analysis, conflict resolution, and customer retention, effectively enhancing service quality and team efficiency. Committed to fostering a culture of empathy and continuous improvement, aiming to elevate customer engagement and satisfaction through innovative strategies.

Overview

13
13
years of professional experience

Work History

SUPPORTING CUSTOMER SERVICE MANAGER

ALL AMERICAN FACILITY
Sunrise, FL
12.2022 - Current
  • Managing and coaching a group of employees
  • Promoted to management position as a result of strong work ethic and demonstrated ability to deliver excellent customer service
  • Contributed to the company's goals and distributed projects to the team
  • Training New hires, Implementing new projects, Coaching customer service agents, Managing the overnight, weekend, and mid shift staff.

MID-SHIFT CUSTOMER SERVICE REPRESENTATIVE

All American
Sunrise Fl
11.2021 - 12.2022
  • Managed inbound/outbound calls and resolved customer issues efficiently.
  • Coordinated with technicians and vendors to ensure timely service delivery.
  • Updated customer portals and maintained accurate records in the system.
  • Scheduled and dispatched technicians, enhancing service response times.
  • Verified job completion with contractors, ensuring high customer satisfaction.
  • Implemented system updates and managed customer web portals, improving information accessibility and communication channels.
  • Addressed customer complaints with empathy, providing tailored solutions and maintaining positive relationships.
  • Streamlined service dispatch process, reducing response times and boosting customer satisfaction rates through efficient coordination with technicians.
  • Pioneered system updates and customer portal enhancements, significantly improving information accessibility and communication channels.
  • Resolved complex customer issues with empathy, developing tailored solutions that maintained positive relationships and client retention.
  • Optimized inbound/outbound call management, analyzing patterns to enhance efficiency and customer issue resolution processes.

SENIOR CUSTOMER SERVICE TRAVEL ASSISTANCE

GMMI & GGA
Pembroke Pines, FL
07.2021 - 11.2021
  • Coordinated 24/7 travel assistance, enhancing traveler care and satisfaction.
  • Facilitated medical evacuations and repatriations, ensuring timely and safe outcomes.
  • Organized emergency air ambulances, improving response times in critical situations.
  • Arranged transport for mortal remains, providing compassionate support to families.
  • Transferred to GGA, contributing to seamless departmental integration.
  • Led global travel assistance team, managing medical evacuations, repatriations, and emergency services for international clients, ensuring 24/7 support.
  • Streamlined customer service processes, reducing response times and improving client satisfaction rates in high-volume call environment.
  • Mentored and coached team members, fostering a culture of excellence and continuous improvement in customer service delivery.
  • Implemented Lean methodologies, optimizing workflows and enhancing operational efficiency in handling complex international cases.
  • Managed critical tasks including air ambulance coordination, grounds transportation, and mortal remains arrangements with meticulous attention to detail.
  • Optimized global travel assistance operations, enhancing efficiency in medical evacuations and repatriations while maintaining 24/7 client support.
  • Mentored team members, fostering a culture of excellence and continuous improvement in customer service delivery for international clients.
  • Led global travel assistance team, managing medical evacuations. Optimized workflows, reducing response times and enhancing client satisfaction in high-volume environment.

SENIOR CUSTOMER SERVICE COORDINATOR

GMMI
Pembroke Pines
01.2020 - 07.2021
  • Led a team, enhancing customer satisfaction and meeting project deadlines.
  • Promoted to management for exceptional service and team leadership.
  • Resolved customer issues efficiently, improving service quality.
  • Set clear team goals, fostering collaboration and productivity.
  • Provided constructive feedback, boosting team performance.
  • Analyzed call quality metrics to identify improvement areas, implementing targeted training programs that elevated overall team performance.
  • Streamlined customer complaint resolution process, significantly reducing escalation rates and improving client satisfaction scores.
  • Mentored team members, providing constructive feedback and recognizing achievements, resulting in enhanced individual and collective productivity.
  • Developed and implemented new strategies for handling international insurance claims, improving efficiency and reducing processing times.
  • Coordinated cross-functional projects, ensuring timely completion through effective task delegation and seamless team communication.
  • Optimized international insurance claim processes, reducing processing times and enhancing efficiency for improved client satisfaction.

CUSTOMER SERVICE ASSISTANCE COORDINATOR

GMMI
10.2016 - 01.2020
  • Managed high-volume calls and communications, enhancing service efficiency.
  • Supported over 100 international insurers, improving client satisfaction.
  • Coordinated medical services and logistics, ensuring seamless patient care.
  • Utilized Lean methods to streamline processes, achieving operational improvements.
  • Streamlined customer service processes, reducing response times and enhancing client satisfaction. Implemented new tracking system, improving efficiency.
  • Fostered strong relationships with cross-functional teams to resolve complex customer issues. Developed comprehensive knowledge base for common inquiries.
  • Pioneered chatbot integration for routine inquiries, freeing up staff for complex cases. Contributed to significant reduction in customer wait times.
  • Meticulously managed customer data, ensuring accuracy and compliance. Conducted regular audits, identifying and rectifying discrepancies promptly.
  • Mentored new team members, accelerating their onboarding process. Consistently received positive feedback for patience and clear communication skills.
  • Managed high-volume communications, supporting 100+ international insurers. Streamlined processes, reducing response times and enhancing client satisfaction.

SPA COORDINATOR

ELIZABETH ARDEN RED DOO SPA
Fort Lauderdale, FL
02.2012 - 10.2016
  • Welcomed guests warmly, ensuring a positive spa experience.
  • Resolved client concerns swiftly, enhancing satisfaction.
  • Maintained facility cleanliness, supporting smooth operations.
  • Assisted stylists with hair care, improving service efficiency.
  • Managed client check-ins and calls, ensuring seamless service.
  • Orchestrated seamless spa operations, enhancing guest satisfaction through proactive issue resolution and personalized service, fostering a welcoming atmosphere.
  • Maintained impeccable facility standards, ensuring optimal cleanliness and organization of locker and laundry areas, contributing to an elevated guest experience.
  • Supported stylists by assisting with hair care services, demonstrating versatility and teamwork in a fast-paced salon environment.
  • Streamlined check-in/out processes and managed multi-line phone systems, improving operational efficiency and reducing client wait times.
  • Cultivated a positive spa ambiance through warm greetings and attentive client care, consistently exceeding guest expectations and fostering loyalty.
  • Elevated guest experience through personalized service and swift issue resolution, fostering a welcoming atmosphere that consistently exceeded expectations.

Education

Nail Specialist - NAIL SPECIALIST DIPLOMA

American Institute
Pompano Beach
01.2007

Diploma - High School DIPLOMA

Dillard High School
Fort Lauderdale, FL
06.2004

Skills

    Interpersonal skills

    Data analysis

    Problem solving

    Crisis management

    Negotiation skills

    Performance metrics

    Conflict resolution

    Strategic planning

    Team leadership

    Computer Skills

    Ability to Multitask

    Effective Time Management

    Quality Assurance

Timeline

SUPPORTING CUSTOMER SERVICE MANAGER

ALL AMERICAN FACILITY
12.2022 - Current

MID-SHIFT CUSTOMER SERVICE REPRESENTATIVE

All American
11.2021 - 12.2022

SENIOR CUSTOMER SERVICE TRAVEL ASSISTANCE

GMMI & GGA
07.2021 - 11.2021

SENIOR CUSTOMER SERVICE COORDINATOR

GMMI
01.2020 - 07.2021

CUSTOMER SERVICE ASSISTANCE COORDINATOR

GMMI
10.2016 - 01.2020

SPA COORDINATOR

ELIZABETH ARDEN RED DOO SPA
02.2012 - 10.2016

Nail Specialist - NAIL SPECIALIST DIPLOMA

American Institute

Diploma - High School DIPLOMA

Dillard High School

Similar Profiles

  • Michael RitcheyMichael Ritchey

    <ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center<ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center

  • Georgina TrotterGeorgina Trotter

    People Support Manager, Customer Service Manager at Harmons Grocery StorePeople Support Manager, Customer Service Manager at Harmons Grocery Store

  • Jeffrey AtkinsJeffrey Atkins

    General Manager- Customer Service/Sales/Projects Manager at FCS Inc. Industrial DivisionGeneral Manager- Customer Service/Sales/Projects Manager at FCS Inc. Industrial Division

  • CHRISTINA CRUZCHRISTINA CRUZ

    Procurement Manager / Customer Service Manager/ Production Assistant / Operations Management Team at Polytex Environmental Inks, INC.Procurement Manager / Customer Service Manager/ Production Assistant / Operations Management Team at Polytex Environmental Inks, INC.

CREATE PROFILE
Sharnequa Keeve