Shanae Goldson
- |-| Kingston, JA
PROFESSIONAL SUMMARY
Proactive professional with five years of experience in customer-driven management, entrepreneurial leadership, and long-range planning. Demonstrated ability to excel in individual and team environments, leveraging a strong work ethic to adapt quickly to diverse processes. Resourceful and results-driven with a commitment to enhancing company efficiency and service value.
PROFESSIONAL SKILLS
Gorgias | Salesforce | CRM
Slack | Front | Shopify
Google Suite | OKTA |
PROFESSIONAL EXPERIENCE
QUALITY ASSURANCE SPECIALIST02/2023 - 05/2024
US, Remote | Glamsquad | TOG
Managed approximately 20+ agents.
Provided feedback on the agent's performance related to customer service goals and objectives.
Ensured adherence to policies, procedures, and regulations of call center operations.
Created reports outlining results from KPIs, and quality assurance reviews, including a summary of strengths and weaknesses observed during calls, tickets, and emails.
PROPERTY MANAGER08/2022 - 02/2023
US, Remote | Darwin Homes | TOG
Handled approximately 60 to 100 daily calls, tickets, and emails, ensuring customer issues are resolved promptly and effectively.
Implement proactive strategies for property maintenance, repairs, and improvements.
Review new leases, renewals, and terminations drafted by the agents to ensure accuracy.
Investigated and ensured tenant complaints were assessed by management rules and regulations.
CUSTOMER SERVICE ASSOCIATE 11/2020 - 08/2022
US, Remote | Humana | TOG
Utilize strong communication skills to assist customers via phone, email, and ticket interactions.
Maintained professionalism when handling challenging customer situations.
Facilitated product selection, order processing, and payment transactions.
EDUCATION
High School Diploma - CSEC
Bridgeport High School | Portmore, JA
