Shukundala Walker
Dallas
Summary
Dynamic customer service professional with a proven track record at Teleperformance, excelling in problem-solving and time management. Achieved a remarkable 98% customer satisfaction rate while efficiently handling high-volume inquiries. Skilled in multitasking and communication, fostering collaboration to enhance team performance and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance
11.2022 - Current
- Delivered exceptional support by resolving 100+ customer inquiries daily, improving satisfaction scores by 98%
- Managed high-volume calls efficiently, maintaining a 95% first-call resolution rate
- Collaborated with cross-functional teams to streamline processes, reducing handling time by 95%
- Proactively identified and addressed client issues, cutting complaint rates by 97%
Stretch Trainer
Teleperformance
08.2024 - 01.2025
- Designed interactive course materials that increased trainee engagement by 95%
- Implemented targeted training programs, improving client recovery rates by 96%
- Developed structured syllabi, enhancing training effectiveness and learning outcomes
- Provided mentorship to new employees, fostering a collaborative team culture
Quality Assurance Analyst
Teleperformance
10.2023 - 03.2024
- Conducted detailed reviews of requirements and specifications, enhancing QA accuracy by 95%
- Monitored performance data to optimize QA processes, achieving a 97% improvement in efficiency
- Led cross-functional meetings to address quality issues, fostering continuous improvement
- Developed comprehensive technical documentation, ensuring consistency and completeness
PBX Operator
Ridgeview Institute
Smyrna
07.2015 - 10.2022
- Managed complex call routing for 200+ daily calls, ensuring prompt response and resolution
- Coordinated communication across departments, improving operational efficiency by 96%
- Maintained detailed call records, contributing to data-driven decision-making
- Trained and mentored new operators, strengthening team performance and cohesion
Education
Diploma - Computer Science
Leland High School
Leland, MS05-2004
Skills
- Time management
- Prioritization
- Multitasking
- Empathy
- Creative thinking
- Problem solving
- Proficient in Typing at 36 WPM
- Communication tools
Certification
- Certificate of Achievement for the successful completion of Accreditation Training for Specialty Pharmacy (04-March-2025)
- Certificate of Achievement for the successful completion of Community Resources and Crisis Call Handling for Specialty Mail and Specialty Retail (04-March-2005)
- Certificate of Achievement for the successful completion of Specialty Interpreters and Alternate Communication Overview (04-March-2005)
- Certificate of Achievement for the successful completion of Specialty Look Alike Sound Alike Warning Overview (04-March-2005)
- Certificate of Achievement for the successful completion of Specialty New Patient Guide Overview (04-March-2005)
- Certificate of Achievement for the successful completion of Specialty Patient Rights and Responsibilities Overview (04-March-2005)
Timeline
Stretch Trainer
Teleperformance
08.2024 - 01.2025
Quality Assurance Analyst
Teleperformance
10.2023 - 03.2024
Customer Service Representative
Teleperformance
11.2022 - Current
PBX Operator
Ridgeview Institute
07.2015 - 10.2022
Diploma - Computer Science
Leland High School
Similar Profiles
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
MOHAMMAD MINAJMOHAMMAD MINAJ
Operations Team Leader at TeleperformanceOperations Team Leader at Teleperformance