Shakira Nelson Email & Phone Number

Remote

Customer Support Specialist for Sage Time was transferred to iSolved HCM • Provide remarkable customer service by handling inbound customer service calls, offering problem resolution, developing the consumer knowledge of products and communicating and documenting responses effectively• Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.• Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues.• Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies.• Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources• Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect• Prioritizes work balancing importance from the customer perspective and operational efficiency.Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization • Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures

Dallas-Fort Worth Metroplex

Consulting Services

Lawrenceville, Ga

• Provide remarkable customer service by handling inbound customer service calls, offering problem resolution, developing the consumer knowledge of products and communicating and documenting responses effectively.• Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.• Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues.• Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. • Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources.• Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.• Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization.• Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures.

• analyzes customer business needs and participates in the planning, design, configuration, and support of the Human Capital Management (HCM) system (Encore, Pay-choice, Rich Client) and workforce administration modules (payroll recruit, payroll onboarding, payroll perform, payroll manage and payroll benefits).• assist with supporting the HCM product in production as well as the implementation of new functionality• Provides customer support for performance templates, documents and performance processes• Provides support for complex customer issues.• Tests or coordinates testing of new features or upgrades• ACA procedures

• Prepare Daily Paperwork• Assist in Training Cashiers• Prepare Deposits Nightly for the Bank Deposit • Assist Customers in Ordering Merchandise

• Building and Setting up displays• Organized merchandise on shelves and tagged accordingly• Send back merchandise to vendors for credit

Marrero, Louisiana

• Filed prescriptions as they were completed by the pharmacist • updated patient information and entered new patient information in the system • Answered telephone calls from patients • Pulled medication that need to be filled for prescriptions • Help Management check in inventory in the main store • Rotated stock as new merchandise came in weekly • Faxed Doctors and Insurance Companies for various authorizations on medication • Removed and built displays according to store procedures handed down from corporate office

Gretna, Louisiana

• Construction Project Coordinator• Customer Service backup manager • Assisted consumers in selecting materials for their home • Processed Returns back to vendors • Budget Coordinator• Secretarial and Clerical Duties for Operations Manager• Account Collections• Inventory Preparation • Call Center Multi-line Operations

High School Diploma, High School Education

Pharmacy, Pharmacy Technician/Assistant