Summary
Overview
Work History
Education
Skills
Timeline
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Shenika Akins

Aliso Viejo,CA

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Member Service Representative 3

Orange County Credit Union
09.2023 - Current
  • Helped over 50 customers every day with positive attitude and focus on customer satisfaction.
  • Respond to customer calls and emails to answer questions about products and services.
  • Handle complaints with prompt, courteous service to uphold professional reputation.
  • Learned and maintain in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Educated and engaged customers with new bank products and services.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Maintain updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Office Supervisor

Millard Administrative
02.2013 - 09.2023
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Updated reports, managed accounts, and generated reports for company database.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Delivered performance reviews, recommending additional training or advancements.
  • Completed bi-weekly payroll for [50] employees

Lead Professional Client Service Representative

Bank Of America
08.2019 - 07.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Communicated with clients regarding account services, statements, and balances.
  • Maintained and managed customer files and databases.
  • Trained and supervised 25 customer service representatives on best practices to meet organization goals.
  • Developed and implemented customer satisfaction surveys to measure customer service quality.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Supervisor Case Coordinator

Medical Support Of Los Angeles
09.2010 - 02.2013
  • Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
  • Maintained current knowledge of applicable procedures and compliance requirements to optimize effectiveness.
  • Collaborated with departments such as [Quality Assurance] and [Project Development] on daily basis to resolve issues.
  • Discussed cases with clients, Medical Profession providers and staff.
  • Administered patient follow-up, data collection, clinical monitoring and coordination with primary health care providers.
  • Managed over [30] assigned cases and projects within year time frame.

Office Clerk/Receptionist Volunteer

Department Of Mental Health
12.2009 - 09.2010
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Responded to inquiries from callers seeking information.
  • Corresponded with clients through email, telephone, or postal mail.
  • Provided clerical support to company employees by copying, faxing, and filing documents

Education

No Degree -

Cerritos College
Norwalk, CA
05.2025

High School Diploma -

Centennial High School
Compton, CA
06.2005

Skills

  • USA Patriot Act
  • Information Updates
  • Customer Support
  • External Audits

Expertise In All Generalist HR Initiatives

People Leadership,Recruiting,Staffing,HIPAA,401K

Employee Development & Training, policy admin

Computer Proficiency (Kronos,adp,taleo MS 2010/13)

Labor/Employee Relations,EEO, Project management

Timeline

Member Service Representative 3

Orange County Credit Union
09.2023 - Current

Lead Professional Client Service Representative

Bank Of America
08.2019 - 07.2022

Office Supervisor

Millard Administrative
02.2013 - 09.2023

Supervisor Case Coordinator

Medical Support Of Los Angeles
09.2010 - 02.2013

Office Clerk/Receptionist Volunteer

Department Of Mental Health
12.2009 - 09.2010

No Degree -

Cerritos College

High School Diploma -

Centennial High School

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Shenika Akins