Summary
Overview
Work History
Education
Skills
References
Timeline
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Sh'Niqua Palm

Shreveport,LA

Summary

Dynamic and adaptable professional with a proven track record at Teleperformance USA, excelling in client support and rapid skill acquisition. Leveraged expertise in technology and empathy to enhance customer satisfaction and resolve complex issues, significantly improving service delivery. Demonstrates exceptional organization and effective problem resolution, consistently exceeding expectations.

Overview

8
8
years of professional experience

Work History

Customer Experience Specialist (Remote)

Teleperformance USA
Shreveport, LA
08.2022 - Current
  • Answered incoming calls, chats, and emails to provide frontline customer support and assistance with product and service transactions, enrollment and eligibility, benefits, providers, billing, and claims.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Provided technical support to customers and troubleshoot their queries.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Collected deposits or payments for billing.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Provided assistance with insurance claims processing and status.

Home Health Aide

Community Angels Of Hope
Shreveport, LA
02.2020 - 07.2022
  • Cared for patients by washing and ironing laundry, cleaning or assisting with personal care.
  • Changed bed linens and maintained a clean living environment for the client's safety.
  • Provided emotional support and companionship to patients.
  • Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
  • Dressed, groomed and fed patients with limited physical abilities to support basic needs.
  • Helped client with medication self-administration.
  • Delivered high level of assistance with cooking, meal preparation and shopping.
  • Documented patient status and reported changes in care needs.

Associate

Walmart Supercenter
Shreveport, LA
10.2018 - 01.2020
  • Welcomed customers, offered to help locate items, and suggested merchandise.
  • Assisted customers with product selection, features, pricing, and availability.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Assisted with loading and unloading deliveries from vendors.
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise.
  • Worked effectively in team environments to make the workplace more productive.
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Assisted customers with product selection, features, pricing, and availability.
  • Demonstrated excellent customer service skills at all times.

Sprint Customer Service Representative

Teleperformance USA
Shreveport, LA
05.2018 - 10.2018
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted available products and services to customers during service, account management and order calls.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Provided accurate information about products and services to customers.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Online Grocery Associate

Walmart Supercenter
Shreveport, LA
10.2016 - 01.2018
  • Greeted customers and provided excellent customer service.
  • Assisted in selecting items according to customer preferences.
  • Satisfied customers with quick, accurate service under tight deadlines.
  • Suggested comparable products to replace out-of-stock items.
  • Scanned items when pulling from shelves to update system stock information.
  • Assisted teammates with daily tasks during peak periods.
  • Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
  • Completed pickup shopping orders for customers within the local area.

Education

High School Diploma -

Woodlawn Leadership Academy
Shreveport, LA
05.2016

Skills

  • Typing
  • Client Support
  • Rapid Skill Acquisition
  • Proficient Computer Skills
  • Knowledge Management Skills
  • Flexibility
  • Effective Problem Resolution
  • Prioritizing Customer Needs
  • Empathy
  • Organization
  • Adaptability
  • Clear and Effective Communication
  • Effective Listening
  • Patience
  • Optimistic Mindset
  • Speed
  • Performing and remaining calm under pressure
  • Creativity
  • Proficient in Technology
  • Timeliness
  • Willing to Exceed Expectations

References

References available upon request.

Timeline

Customer Experience Specialist (Remote)

Teleperformance USA
08.2022 - Current

Home Health Aide

Community Angels Of Hope
02.2020 - 07.2022

Associate

Walmart Supercenter
10.2018 - 01.2020

Sprint Customer Service Representative

Teleperformance USA
05.2018 - 10.2018

Online Grocery Associate

Walmart Supercenter
10.2016 - 01.2018

High School Diploma -

Woodlawn Leadership Academy

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Sh'Niqua Palm