Tamika Shinaver
Au Gres,MI
Summary
Dynamic customer experience manager with a proven track record at Marriott & Slide Out Shelf Solutions, adept at escalation handling and complaint resolution. Known for enhancing customer loyalty through personalized solutions and outstanding interpersonal skills, consistently exceeding performance metrics and driving satisfaction in fast-paced environments.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
IN HOME HELPER
State of Michigan Department of Human Services
08.2023 - Current
- Provided medication reminders for clients, ensuring timely administration and adherence to prescribed regimens.
- Developed strong relationships with clients and families through compassionate care and open communication.
- Demonstrated flexibility in response to changing circumstances or scheduling needs of both clients and their families without compromising quality of service provided.
- Increased efficiency in the home setting by organizing household items and streamlining daily tasks for clients.
- Exceeded client expectations in overall service delivery by consistently going above and beyond to meet unique needs, resulting in positive feedback from clients and families.
LOYALTY CARE SPECIALIST
Marriott International, Inc.
06.2020 - 04.2023
- Developed comprehensive knowledge of company products and services to better assist loyalty program members with their needs.
- Received over 100 calls per 10 hour shift
- Managed a high volume of inbound calls, efficiently assisting customers with their loyalty account inquiries.
- Improved customer retention rates by providing personalized assistance to loyalty program members.
- Provided exceptional service to customers, resulting in positive feedback and increased loyalty program referrals.
- Elevated brand perception among loyalty members through consistent demonstration of professionalism and expertise on every interaction.
- Recognized as a top performer within the Loyalty Care team, consistently meeting or exceeding performance metrics.
Customer Experience Manager
Slide Out Shelf Solutions
07.2018 - 06.2020
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Developed Standard Operation Procedures with Owner to grow division of company.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Reduced response time to customer inquiries by optimizing support channels.
Education
Associate of Arts - Business
HEALD
Rancho Cordova, CA01-2000
Skills
- Rewards program management
- Escalation handling
- Data entry proficiency
- Complaint resolution
- Upselling strategies
- Promotions planning
- CRM software
- Customer service experience
- Customer service background
- Outstanding interpersonal skills
- Excellent communication skills
- Teamwork and collaboration
- Customer service
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
IN HOME HELPER
State of Michigan Department of Human Services
08.2023 - Current
LOYALTY CARE SPECIALIST
Marriott International, Inc.
06.2020 - 04.2023
Customer Experience Manager
Slide Out Shelf Solutions
07.2018 - 06.2020
Associate of Arts - Business
HEALD
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