Summary
Overview
Work History
Education
Skills
Timeline
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Shatekia Mims

Evergreen,AL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Successful Customer service advocate with 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

10
10
years of professional experience

Work History

Customer Service Advocate |||

Orthotics Holding Inc.
06.2020 - 04.2024
  • Advocated for customers within the company, communicating their needs and feedback to relevant teams and departments to drive improvements in products, services, and processes.
  • Create credit memos and invoices for customer records. Building report and expressing exquisite phone etiquette.
  • Built and maintained strong relationships with customers, fostering trust and loyalty through personalized interactions and exceptional customer service.
  • Implemented a new customer feedback system, resulting in a 20% increase in customer satisfaction ratings within the first quarter of implementation.
  • Utilized computer systems and software to efficiently manage customer interactions, including logging calls, updating customer records, and generating reports.
  • Handled a high volume of incoming calls, providing prompt and professional assistance to customers, answering inquiries, and resolving issues effectively.

Administrative Assistant

Sitel
06.2016 - 02.2020
  • Managed incoming calls at the front desk and efficiently coordinated staff meetings.
  • Scheduled office meetings and client appointments for staff teams.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Provided support in the onboarding process for new hires and assisted in scheduling interviews.
  • Prepared various types of communications, including memos, emails, invoices, reports, and other correspondence.
  • Reviewed and clarified account charges to ensure customer understanding.
  • Assisted banking customers who experienced fraud, theft, or identity theft, providing necessary support and guidance.
  • Helped customers replace lost or stolen credit or debit cards, ensuring a smooth process and addressing any concerns they may have.

Team Lead

Sykes Enterprises, Incorporated / Bank of America
11.2013 - 03.2016
  • Led a team of customer service representatives, providing guidance, feedback, and coaching to drive performance and achieve team goals.
  • Monitored team members' performance, conducting regular evaluations and performance reviews to identify areas for improvement and provide constructive feedback.
  • Collaborated with other team leads and managers to develop and implement strategies to enhance team efficiency, productivity, and customer satisfaction.
  • Acted as a point of escalation for customer inquiries or complex issues, ensuring timely resolution and maintaining a high level of customer service.
  • Conducted training sessions and workshops for team members to enhance their product knowledge, customer service skills, and overall performance.
  • Generated reports and analyzed data to track team performance, identify trends, and develop action plans for continuous improvement.
  • Fostered a positive and collaborative team environment, promoting open communication, teamwork, and a customer-centric mindset.
  • Collaborated with a team to collectively accomplish goals and tasks, monitored progress and achievements, and reported results to the Director of Operations.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Held weekly team meetings to inform team members on company news and updates.
  • Implemented strategies to support team members in achieving goals, delegated tasks based on individual strengths and skills, and provided necessary training for task completion.
  • Skillfully deescalated calls when necessary, managed attendance and time management, oversaw payroll, conducted team meetings, ensured quality control, and assisted in meeting company expectations.

Education

High School Diploma -

Hillcrest High School
Evergreen, AL

Skills

  • Administrative and Clerical Support
  • Live chat support
  • Credit card processing
  • Call Center Operations
  • POS systems expert
  • Staff Training
  • Quality Assurance Controls
  • CRM system proficiency
  • Credit adjustments
  • Training development aptitude
  • Microsoft Outlook
  • Problem-Solving Abilities
  • Technical Support
  • Microsoft: Excel, Office, Word, PowerPoint
  • Knowledge of Policies and Procedures
  • Positive and Professional
  • Typing Proficiency 40 WPM
  • De-escalation Skills
  • Data Entry

Timeline

Customer Service Advocate |||

Orthotics Holding Inc.
06.2020 - 04.2024

Administrative Assistant

Sitel
06.2016 - 02.2020

Team Lead

Sykes Enterprises, Incorporated / Bank of America
11.2013 - 03.2016

High School Diploma -

Hillcrest High School

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Shatekia Mims