Tamika Hall
Atlanta,GA
Summary
Dedicated customer service agent with 12 years of experience supporting email, social media, and live chat. Skilled in prioritizing remote responsibilities, developing troubleshooting guides for support teams, and personalizing interactions with customers. Experience working in collaborative environments and managing remote teams.
Overview
8
8
years of professional experience
Work History
Senior Hospitality Representative
Shake Shack
06.2018 - Current
- Supervised nine Hospitality Representatives in providing email, social media, and live chat support to guests requiring assistance for mobile and web issues
- Manage, develop, and train staff, establish and monitor goals, conduct quality assurance and performance reviews
- Delegate tasks, monitor emails and social media responses for accuracy and trends
- Resolve escalated customer service issues
- Developed training modules hospitality team
- Create Salesforce and Gladly templates and resource guides for common issues
Customer Service Representative
High 5 Games
06.2016 - 12.2022
- Manage social media pages and support emails for mobile and web gaming apps
- Identify trends and communicate with engineering teams to address technical issues
- Recognize trends and maintain help document for common issues
- Completed daily reports of interactions outlining end-user activities and technical issues
Driver Support Representative
Uber Technologies
11.2014 - 11.2015
- Support end users by email and chat
- Adhere to company policy, procedures, and industry regulations
- Troubleshoot, document, and report possible bugs of application software
- Reduce technical resolution escalations to second-tier customer support team
Education
Associate of Science - Computer Information Systems
Columbia College
Columbia, MOSkills
- Strong written and verbal communication
- Evaluate and report team performance
- Salesforce, Zendesk, Gladly, Zopim Chat CRM platforms
- Sprinklr and Sprout Socal social media platforms
- Troubleshoot technical issues
- Staff Training
Timeline
Senior Hospitality Representative
Shake Shack
06.2018 - Current
Customer Service Representative
High 5 Games
06.2016 - 12.2022
Driver Support Representative
Uber Technologies
11.2014 - 11.2015
Associate of Science - Computer Information Systems
Columbia College
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