Shametra Jenkins

Aiken SC *****

ad34z6@r.postjobfree.com

+1-762-***-****

My name is Shametra Jenkins and currently seeking customer service, administrative role, or warehouse. I also have experience in inventory, quality inspection in warehouse roles before COVID-19. I am motivated, reliable, goal-oriented, outgoing, a multi-tasker, enthusiastic, and eager to learn. In advance, I thank you for reviewing my resume and hope to be allowed to become an asset to your company Work Experience

Inktel

Pandora Jewelry Agent Ambassador (Email and Chat agent) - Temporary Team Lead during promotional sales--remote Sept 2022-February 2024

Assisted customers through emails and chat interaction. I assured customers that I would do everything within the policy of Pandora to resolve their issues.

Used Excel worksheet to document claims and update the customer via email every 48 hours.

Used Excel spreadsheet to request gift cards.

Assist customers with the status of the order delivery. File lost claims for orders customers did not receive orders. Process refunds.

Acted as temporary Team Lead during peak season.

Using Knowledge Base to provide accurate information to customers. Use of soft skills during every interaction

Welcome and identify customer needs.

Explain products and services to customers.

Monitor inventory to ensure the product is in stock. Enter and process customer orders.

Investigate and resolve customer complaints.

Use Salesforce to create customer cases.

Worked as a temporary Team lead during our peak/promotional events-assisting agents in Microsoft Teams with questions they needed assistance with and coaching agents on their audits for Metric Systems agents are required to maintain monthly to continue with employment.

Spherion Staffing Agency

Aging Council United Healthcare Outbound Representative -remote June 2022-Resigned Sept 2, 2022, for Inktel position Outbound calls

Greet providers with respect, and courtesy and use my active listening skills Introduction presenter to prepare members for pain or medication specialist for annual assessment

Use Warm Transfer from member to pain or medication agent with a formal introduction before disconnecting the call

As required make 20-30 calls per hour for an 8hr shift Set callbacks if a member requests if unable to participate in the assessment during the time I reached out.

The gap in employment due to temporary disability from a car accident-March until June

Medical Customer Service-Work at Home

Deliver Health (Remote)

Nov 2021-contract ends February 2022

Greet patients with respect, courtesy, and active listening Verify customer's information to ensure we are looking at the correct client chart Make appointments for current patients with their PCP, Urgent Care Clinics, Specialists Create new accounts for new patients and assist with finding a PCP for their needs Send emails to PCP for patient messages, prescription refills, referrals, etc. Transfer patients to the appropriate department if a call was out of my scope of support Update patients’ insurance if needed

Page doctors if required

Reach out to nurses and connect a patient with them if calling in with specific symptoms Assisted patients with downloading the LiveWell App that would give them access to their PPI on their mobile device

Trained on the EPIC, Workflow Depot, Symptom Checker, P.I.E, and PerfectServe system to perform daily interactions with clients

Meet with the Team Leader once a week to make sure my metrics required monthly such as ACW, Attendance, and Customer Surveys are acceptable and discuss ways of improvement if needed

Use Symptom Checker for each caller to ensure that we are providing them with the proper health care they may require if the client experiences symptoms Assure the client at the end of the call that we have resolved their reason for calling in today and reassure if there is anything else the customer may need before disconnecting call

Apple Technical Support Advisor

Concentrix (Remote)

January 2021-October 2021

Greet callers

Assure customers I understand their reason for calling and I am going to help resolve their issue best to my ability using all my resources and knowledge provided to me Troubleshoot Apple Products such as IOS and macOS devices (including accessories such as Apple watches, home pods, air pods, and other accessories Apple offered. Build a rapport with my clients to let them know at the point on a call they are my only focus and assisting them.

They informed my customers that we were going to work together through their technical issues until we got to a resolution that they were satisfied with. Stay up to date with the “Apple Learn” Catalog we were to complete modules and quizzes as new information on products had been launched, learned about improved troubleshooting steps and basic information to share with our customers so they would continuously gain the necessary knowledge about the investment in their device(s) purchased.

Screen shared with customers would better help guide them as well as I so could see exactly what issues the customers were experiencing and make the call seem smoother the customer and I would be on the same page with the customer, and they would be able to get the full use of their device(s).

Remind customers that we are all learning technology together so for frustrating calls comfort them to know we are here to help and to resolve. Report escalated calls to senior advisors when necessary or if customer requests. Consult other Apple departments if out of my scope of support, so customers would be getting the service, they needed not bounced from department to department for our client’s time is precious.

Use an iMac desktop device to perform my role as a Tech II advisor, along with an additional monitor.

I made sure that I met my metrics for the month to earn incentives for bonuses. Made sure my client’s experience would leave me with a VSAT survey that would be noticed by upper management and knowing that my customers were happy with the service that I provided.

Previous Jobs Experience Before Coronavirus from overpass 25 years Premier Packaging for Target-Quality Inspector/Inventory

Autoneum-Quality Inspector

Samsung-Inventory

Blue Cross Blue Shield-Collections

Medicare—Customer Representative

Dollar General-cashier/inventory

Bi-Lo-Cashier

Dillard’-Retail associate

T-mobile-Sales associate

Cricket Wireless-Sales associate

Education:

20001 High School Diploma

Some College Associates in Science

Aiken Technical College 2003S-2004

Enrolled at Miller-Motte College for the Certified Pharmacy Technician program and graduate in September 2024 (3.0 GPA)

SKILLS

Work At Home Agent

Chat agent

Email customer service agent

Typing

Customer Support

Collections

Data Entry

Quality Inspector

Inventory

Microsoft Office

Cashier

Technical Support

Salesforce

Knowledge Base

Contact this candidate