Chat Support, Data Entry, Customer Support

Shimeka Bailey

********@******.*** • 704-***-**** • linkedin.com/in/shimekabailey

PROFESSIONAL SUMMARY

Strong background in customer service, chat support, case management, and data entry. Proven track record of providing personalized support to diverse populations, ensuring compliance with regulatory standards, and maintaining precise and accurate documentation. Expertise in resolving client inquiries and addressing customer needs efficiently. Exceptional organizational, communication, and critical thinking abilities, consistently exceeding expectations in both individual and collaborative environments. PROFESSIONAL EXPERIENCE

Urgently Roadside Assistance • Vienna, VA • 01/2025 - Present Partner Chat Support

• Manage multiple simultaneous customer chats to assist motorists with disabled vehicles and roadside emergencies

• Coordinate with service providers to schedule and dispatch tow trucks, lockout services, fuel delivery, and jump-starts

• Maintain a calm and professional demeanor in high-pressure situations to ensure swift and accurate support

• Utilize internal systems to document service requests and update real-time status for clients and providers

• Communicate effectively with both customers and vendors to resolve delays, ensure satisfaction, and confirm service completion

• Demonstrate strong multitasking skills in a fast-paced environment, meeting service level expectations consistently 55 Silver, LLC • Los Angeles, CA - Remote • 4/2023 – 11/2024 Certified Alcohol and Drug Counselor, Case Manager

• Conducted comprehensive assessments of clients with substance use disorders to develop individualized treatment plans.

• Assisted clients in accessing support services such as housing, employment, education and healthcare.

• Maintained accurate and timely documentation of client interactions, treatment plans, and progress in compliance with organizational and regulatory standards.

• Monitored and evaluated clients' adherence to treatment plans, including attendance at counseling sessions, participation in support groups, and compliance with medication-assisted treatment (MAT) if applicable.

• Ensured clients are linked to aftercare services upon discharge from treatment to maintain long-term recovery. Express Employment • Charlotte, NC - Remote • 12/2020 - 03/2023 Rental Assistance & Mortgage Protection Administrator

• Reviewed rental assistance applications for accuracy and completeness, ensuring all required documentation was submitted.

• Conducted thorough fraud checks, including verifying applicant information and identifying duplicate payments or applications.

• Evaluated applications based on program criteria, ensuring compliance with guidelines and regulations.

• Approved or denied rental funding assistance applications after assessing eligibility and documentation.

• Maintained detailed records of application status and decision-making for auditing and reporting purposes. Hilton Worldwide • Memphis, TN • 08/2018 – 06/2022 Guest Engagement Specialist

• Handled inbound calls to assist guests with hotel reservations, modifications, and cancellations across multiple Hilton brands.

• Delivered exceptional customer service by identifying guest needs and recommending suitable accommodations and packages.

• Utilized Hilton’s reservation systems to input and manage guest bookings accurately and efficiently.

• Maintained in-depth knowledge of property features, promotions, and loyalty program (Hilton Honors) to enhance guest satisfaction.

• Achieved monthly performance goals in call quality, booking accuracy, and customer satisfaction metrics.

• Supported sales efforts by upselling room upgrades, amenities, and extended stays. EDUCATION

Associate of Science in Business Administration

Davenport University, Grand Rapids, MI

Professional Certification in Business Management

Davenport University, Grand Rapids, MI

CERTIFICATIONS

Substance Use Disorder Registered Counselor

CADTP • 05/2023 - 05/2028

SKILLS

• Provided high-quality customer support through inbound calls and live chat, ensuring prompt resolution of inquiries and concerns.

• Maintained a strong focus on customer satisfaction while managing a high volume of interactions in a fast-paced contact center environment.

• Utilized CRM and chat platforms to document customer interactions, track issues, and follow up on open cases.

• Delivered accurate information about products, services, policies, and procedures, adapting communication style to meet customer needs.

• Resolved technical and service-related issues efficiently, often in first contact, by applying strong problem-solving and active listening skills.

• Achieved and exceeded key performance indicators (KPIs), including average handle time, customer satisfaction scores, and first-call resolution.

• Demonstrated multitasking abilities by managing multiple chat sessions simultaneously without compromising service quality.

• Supported escalated or complex cases with professionalism and empathy, contributing to customer loyalty and retention.

• Time management and multitasking.

• Record keeping and data entry.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

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