ShaKiyla Brooks
Augusta
Summary
Seasoned Customer Experience Specialist with a robust background in customer service and sales roles. Strengths include proficiency in customer relationship management systems, strong problem-solving skills, and the ability to handle high-stress situations. Successfully implemented strategies for improving customer satisfaction rates and enhancing overall customer experience in previous positions.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines, Inc
Augusta
09.2019 - Current
- Build relationships to retain customers
- Sell travel related services
- Effectively listen to provide the passenger’s needs
- Actively search for solutions to problems
- Make quality decisions
- Developed customer service policies and procedures to ensure optimal customer experience.
- Designed email and chat templates for consistent customer communication.
- Led on- and off-site customer support teams across multiple time zones.
- Created reports on customer experience trends and metrics using data analytics tools.
- Implemented customer loyalty programs to increase repeat business and customer retention.
- Conducted follow-up calls to ensure customer satisfaction.
- Conducted customer satisfaction surveys and analyzed feedback to identify areas for improvement.
- Customized service solutions to meet individual customer needs, enhancing personalization.
- Manage claims and track luggage
Credits and Rebills (Contract)
Club Car
Evans
01.2019 - 09.2019
- Process Credits and Rebills for customers and dealers
- Research requests to ensure transaction is necessary and Levels of Approvals have been obtained prior to submittal
- Reduce number of transactions by ensuring complete information is provided
- Pull information for quarterly audits
- Communicate cross-functionally - Finance, Used Cars, Aftermarket, Customer Account Specialists, Inventory Control, and Transportation
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Updated and maintained databases with current information.
- Managed inventory and supplies to ensure materials were available when needed.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
Client Service Specialist Front Counter
Xfinity Comcast
Augusta
08.2015 - 10.2017
- Built customer loyalty through timely and effective one call resolution
- Provided support for new data products and service initiatives
- Increased revenue through the execution of various sales initiatives
- Retained customers
- Addressed escalated customer concerns
- Met department productivity and quality standards
- Appropriately disbursed adjustments and account credits in accordance with policy
- Produced new sales by applying effective customer relations and lead generation strategies.
- Took special orders in person and over telephone, generating additional revenue every month.
- Collected deposits or payments and arranged for billing.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Oversaw warranty counseling process to manage expense controls.
Education
High School Diploma -
T. W. Josey High School
Augusta, GA05-2010
Skills
- Customer service
- Data analysis
- Customer retention
- Communication skills
- Relationship building
- Problem solving
- Service customization
- Inventory management
- Time management
- Client support
- Process improvement
- Client advocacy
- Sales techniques
- Customer data confidentiality
- Active listening
- System implementation
Timeline
Customer Experience Specialist
Delta Air Lines, Inc
09.2019 - Current
Credits and Rebills (Contract)
Club Car
01.2019 - 09.2019
Client Service Specialist Front Counter
Xfinity Comcast
08.2015 - 10.2017
High School Diploma -
T. W. Josey High School