Shanika
Customer Experience Manager
About
Customer Experience Manager | 9+ Years Leading Support Teams & Enhancing Client Relations Skilled in advanced problem-solving, customer onboarding, and data management
Candidate Information
English Level
Native Fluency (C2)
Roles Qualified For
Work Experience
Anagram
Jamaica
* Addressed customer concerns via multiple channels including Phone, Email and Chat.
* Assisted customer with medical and dental claims, Benefits and medical Billing.
* Resolved customer complaints and escalated issues as needed to ensure customers satisfaction was met.
* Collaborated with cross-functional teams to improve processes and enhance customer experience.
Customer Support Representative
12/2023 - 02/2024Zigazoo
Jamaica
Monitored online platform for compliance with community guidelines and terms of service 路 Reviewed user-generated content for appropriateness and adherence to brand standards 路 Responded promptly to user reports and inquiries regarding content moderation
路 Collaborated with the content team to identify trends and develop strategies for improving user experience.
Scribd
Jamaica
* Respond promptly to customer inquiries and provide accurate information.
* Assisted customers with account management, billing inquiries, and technical support.
* Resolved customer issues and complaints in a professional and timely manner.
* Contributed to the development of knowledge base articles and training materials for customer support team.
Helix Barnes and Noble
Jamaica
* Provided exceptional customer service by promptly responding to inquiries and resolving issues
* Assisted customers with product selection, order placement, and tracking.
* Handled customer complaints and ensured satisfactory resolution.
* Maintained accurate records of customer interactions and transactions.
Customer Experience Manager
05/2021 - 02/2023Innovative Vision / Support Services Group
Jamaica
* Evaluate calls and coached associates.
* Submit daily, weekly, and monthly reports.
* Participate in call calibration meetings.
* Attend client meetings.
* Review QA's submitted evaluations
Anagram
Jamaica
* Addressed customer concerns via multiple channels including Phone, Email and Chat.
* Assisted customer with medical and dental claims, Benefits and medical Billing.
* Resolved customer complaints and escalated issues as needed to ensure customers satisfaction was met.
* Collaborated with cross-functional teams to improve processes and enhance customer experience.
Customer Support Representative
12/2023 - 02/2024Zigazoo
Jamaica
Monitored online platform for compliance with community guidelines and terms of service 路 Reviewed user-generated content for appropriateness and adherence to brand standards 路 Responded promptly to user reports and inquiries regarding content moderation
路 Collaborated with the content team to identify trends and develop strategies for improving user experience.
Scribd
Jamaica
* Respond promptly to customer inquiries and provide accurate information.
* Assisted customers with account management, billing inquiries, and technical support.
* Resolved customer issues and complaints in a professional and timely manner.
* Contributed to the development of knowledge base articles and training materials for customer support team.
Helix Barnes and Noble
Jamaica
* Provided exceptional customer service by promptly responding to inquiries and resolving issues
* Assisted customers with product selection, order placement, and tracking.
* Handled customer complaints and ensured satisfactory resolution.
* Maintained accurate records of customer interactions and transactions.
Customer Experience Manager
05/2021 - 02/2023Innovative Vision / Support Services Group
Jamaica
* Evaluate calls and coached associates.
* Submit daily, weekly, and monthly reports.
* Participate in call calibration meetings.
* Attend client meetings.
* Review QA's submitted evaluations
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