Powell
Mid-Level Remote Customer Support Representative
Open to offersNew to PlatformAbout
Shanneeka P. is a highly skilled remote Customer Support Representative from St. Catherine, Jamaica, with a proven track record of excelling in high-pressure environments. Currently, she applies her expertise at Remarkable AI as a Remote Expert, utilizing advanced problem-solving techniques to swiftly resolve customer inquiries through platforms like Microsoft Teams, Gorgias, Freshdesk, and Zendesk. Her diligent approach consistently results in high customer satisfaction rates. Holding a position simultaneously as a Hairstylist and Customer Service Rep at Shan's Hair, Shanneeka evaluates client needs for optimal solutions, while maintaining a hygienic and organized service area. Her previous role as a Customer Service Agent at IBEX Global Services honed her capacity to manage Amazon Prime memberships and enhance overall customer experiences. Shanneeka's substantial experience is supported by an NVQJ Beauty Therapy Level 2 certification from the National School of Cosmetology & Barbering Arts. Her proficiency in troubleshooting, CRM, and organizational skills underscores her dedication to customer satisfaction and service excellence.
Experience
Expert
Remarkable AI · 2022 — PresentResolved customer inquiries through Microsoft Teams, ensuring high customer satisfaction with prompt and professional responses in a remote setting. Managed inbound customer interactions, social comments, and support tickets using Gorgias, Freshdesk, and Zendesk CRM. Employed advanced problem-solving techniques to enhance customer experience and increase positive feedback.Hairstylist & Customer Service Rep
SHAN'S HAIR · 2022 — PresentEvaluated client needs to recommend suitable hair care solutions, contributing to customer satisfaction. Maintained cleanliness by sterilizing tools, managing inventory, and organizing service areas. Addressed customer complaints efficiently, ensuring high service quality and encouraging repeat business.Housekeeper (Part-Time)
PRIVATE RESIDENCE · 2021 — 2022Performed a variety of housekeeping duties, including vacuuming, dusting, laundry, and thorough sanitation of bathrooms and kitchens to maintain a clean home environment. Assisted household operations by running errands and scheduling appointments. Managed household supply inventory and communicated maintenance needs.Customer Service Agent
IBEX GLOBAL SERVICES · 2018 — 2021Handled inquiries from customers and delivery drivers via phone and live chat, delivering prompt and professional responses to achieve high satisfaction rates. Enrolled and managed Amazon Prime memberships, overseeing initiation and termination processes. Met and surpassed performance and quality standards while adhering to key performance indicators (KPIs) and company policies.
Skills & Expertise
Education
- NVQJ Beauty Therapy Level 2National School of Cosmetology & Barbering Arts · 2017 — 2018
- High School DiplomaHolland High School · 2012 — 2017
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