SHIMIA KENDRICKS
Houston,TX
Summary
Experienced Client Relations Specialist with over ten years of experience in customer-centric roles. Proficient in cultivating strong client connections, providing exceptional customer support, and consistently surpassing performance targets to enhance customer loyalty and drive revenue growth. Dedicated to ongoing improvement and fostering a collaborative team atmosphere.
Overview
10
10
years of professional experience
Work History
Account Executive, Travel Agency Sales
Vacations To Go
02.2022 - 03.2024
- Strategically promoted and sold vacation packages, resulting in increased revenue.
- Managed cancellations, purchases, and invoicing efficiently.
- Engaged with clients, suppliers, and colleagues through verbal and written communication.
- Oversaw portfolio of 200+ clients, ensuring their needs were met.
- Proactively addressed inquiries, resulting in repeat business and improved profitability.
- Enhanced client travel experiences through strategic upselling and cross-selling.
- Delivered exceptional customer service, elevating client satisfaction.
- Fostered client loyalty by addressing concerns promptly. Identified cross-selling opportunities, boosting revenue.
- Effectively promoted and communicated advantages of travel insurance to clients, leading to heightened sales of insurance packages.
Member Support Specialist/ Remot
ADT Security Services
06.2020 - 12.2022
- Handled 25-35 account inquiries daily concerning billing issues, account updates, and client concerns.
- Educated clients on security system usage, website navigation, and mobile app functions.
- Troubleshot alarm systems, and escalated issues via trouble tickets.
- Promoted alarm system upgrades, contract extensions, and additional features..
- Updated account details based on technician provided services and system changes/ updates.
- Proficiently utilized CRM system and assisted clients via Salesforce, Chat, and phone support.
- Provided crisis support during emergency situations, including dispatch and cancellation of first responders to service sites.
Digital Support Analyst
DTE Energy
06.2014 - 02.2019
- Managed 30-50 customer inquiries daily, across diverse channels (social media, chat, phone, email) regarding technical issues regarding DTE Mobile App and website.
- Troubleshot and escalated issues as needed, utilizing internal systems.
- Assisted with customer transaction requests, including Turn-on, Transfers, and Payments/Billing inquiries, utilizing applicable internal systems.
- Collaborated with IT Team for User Access Testing and Corporate Communications for addressing concerns on social media platforms.
- Monitored and responded to customer concerns via Social Media, Salesforce, and Email queues.
- Contributed to process improvement and efficiency by collaborating with cross-functional teams, developing SOP documentation, and recommending system enhancements.
- Trained new team members in best practices for efficient and consistent member support delivery.
- Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
Education
Associate Degree - Computer Information Systems
Lonestar College
Houston TXHigh School Diploma -
Northern High School
Detroit, MISkills
- Excellent Communication/Interpersonal Skills
- Software Proficiency (MS Word, Excel, PowerPoint, Outlook, Salesforce)
- CRM Software Proficiency
- Organization and Time Management
- Problem Solving and Negotiation
- Conflict Resolution
- Adaptability
- Live Chat Support
- Account Management
- Relationship Building
Timeline
Account Executive, Travel Agency Sales
Vacations To Go
02.2022 - 03.2024
Member Support Specialist/ Remot
ADT Security Services
06.2020 - 12.2022
Digital Support Analyst
DTE Energy
06.2014 - 02.2019
Associate Degree - Computer Information Systems
Lonestar College
High School Diploma -
Northern High School
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