SP

Shanekqua Pickens

Professional Summary

Experienced, bringing 10 years of quality performance in customer support and experience in supervisory roles. Skilled in mentoring team members and working apart a team to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and providing superior results.

Work History

PNC Bank - Team Lead

Florence, SC

11/2018 - 12/2020

Assurant Specialty Property - Processing Specialist Florence, SC

08/2016 - 10/2018

Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

●

Worked different stations to provide optimal coverage and meet production goals.

●

● Coached team members in techniques necessary to complete job tasks. Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.

●

Established open and professional relationships with team members to achieve quick resolutions for various issues.

●

Responded to customer inquiries and requests related to insurance products and membership.

●

Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.

●

Evaluated source documents to locate information needed for each data entry field.

●

Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.

●

Corrected data entry errors to prevent later issues such as duplication or data degradation.

●

adrs2o@r.postjobfree.com

843-***-****

Charlotte, NC 28262

Skills

● Account updates

● Sales proficiency

● Research and due diligence

● Schedule Management

● Team Building

● Training and mentoring

● Customer Relations

● MS Office expert

● Effective problem solver

● Exceptional telephone etiquette

● Sales expertise

● Cash Handling

● Microsoft Outlook, Word and Excel

● Excellent time management skills

Education

06/2012

Lake City High School

Lake City, SC

Diploma

08/2014

Everest University

Online

Associate Degree: Paralegal Studies

Member of Beta Club and Student Body

President

●

● Elected Captain of Cheerleading Squad

Sykes - Customer Service Representative

Kingstree, SC

06/2012 - 06/2016

Principal Financial Services - Client Service Manager Charlotte, NC

12/2020 - Current

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

●

Offered advice and assistance to customers, paying attention to special needs or wants.

●

Evaluated account and service histories to identify trends, using data to mitigate future issues.

●

Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

●

Developed community reputation through commitment to customer satisfaction and strong client relationships.

●

Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

●

Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

●

Developed documentation and logs of implemented solutions and generated and submitted reports.

●

Introduced higher standards for customer service and increased efficiency by streamlining operations.

●

Improved customer service initiatives by streamlining sales and order management processes.

●

Contact this candidate