Shanika Moye Email & Phone Number

Remote (Killeen, Tx)

Provide leadership support (time management & payroll, leaves, policy inquiries and team concerns).Regularly coach associates on performance and provide critical feedback in a timely manner.Complete performance reviews.Interview and hire.Provide direct resolution for escalated customer concerns.

La Vergne, Tennessee, United States

LEAD & Training Facilitator• STAPLES processing systems expert which allowed me the opportunity to train the transitioning employees- Support co-workers via Assist Line and the Assist Chat- Process monthly QA, Host huddles, Issue coaching s, track attendance & adherence- Assisted in man New Hire Traininas (local and remote)- Hosted a New Hire Training Class and aided as their Help Desk through Nesting

La Vergne, Tennessee, United States

First Contact Resolution Specialist (FCR)- Support customers via Phone, Chat and Email- Process. Research. Modify. and Cancel Orders

Aurora, Colorado, United States

Place, Modify &/or Cancel ordersWork Emails, Service Requests & took Inbound Calls to assist customers in a timely fashionAssist other departments with furniture requestsRouted work through proper channels & followed up as needed

Westminster, Colorado

Customer Service Specialist (CSS)- Processed Start to End Intakes for Family Medical Leave Act (FMLA), Americans with Disabilities Act (ADA)Short Term Disability (STD), Long Term Disability (LTD), State & Company Leaves of Absence- Verify paperwork was received. provide case statuses & made moditications when requested- Report missed time away from work and once the employee returned back to work

Centennial, Colorado

Titles: Business Day Of Installation (DOJ), Technician IT Support, FUN! Committee Member (F!C) Provided over the phone troubleshooting support to technicians out in the field Worked with many IT/telecommunication tools and systems Quickly identified problems and delivered a solution Job Scheduling Assistance Provisioning in the IMS Switch Loaded and troubleshot Static IPs Activated, disconnected, and transferred accounts based on contracts Assigned tickets to the appropriate group for contract changes Tested new tasking system and quickly learned how to use it, then helped to roll it out across the DOJ department Saw an opportunity in which I could boost the morale amongst my peers, launched F!C

Greater Denver Area

Titles: Residential Technical Support Level CAE-3, Customer De-escalation Support (CDS), Subject Matter Expert (SME)Received inbound calls from customers needing troubleshooting assistance 2014 Q2 and 2015 Q2 Dare to Soar Winner (Top 10 performer in a 3 month quarter) 2015 Q2 Top 25 Winner Nominated by peers and received the "Living Our Credo" Award (Applying credo to your Comcast life) Created team incentives to promote sales Coached agents in side-by-side setting to improve behavior Lead SME in the residency program (helped new hires transition from the classroom to the floor) Worked customer de-escalation tickets & followed up with supervisor callbacks on the CDS team

Greater Nashville Area, Tn

Assisted customers with their Auto or Home Loans and Lines of Credit Transferred calls to appropriate departments Handled billing problems efficiently Kept a friendly and positive attitude while dealing with clients and escalated situations Maintained a 100% satisfaction rate in customer feedback