Shekainah Carlos

A

ADHOC Team Lead (International Voice Account)

Feb 2025 - Sep 2025 (8 months)

• Handled an Outbound US Based Telecommunications Company focusing on persuading business account owners to either upgrade, purchase a new phone, internet for their existing business or a customer that is opening up a new business and needs communication devices or internet for their business. Tools Used: OPUS, Hubspot (CRM), Eyebeam, Vonage, Microsoft Excel, Basecamp [IMAGE]

Business Account Specialist

ONE Contact Center

Dec 2024 - Feb 2025 (3 months)

Customer Service Representative (International Voice Seasonal Account)

Alorica

May 2023 - Mar 2024 (11 months)

• Handled a Healthcare insurance company in which handles the patients prescriptions that involves concerns such as renewal of their insurance, converages, etc. Tools Used: Microsoft Teams, Google Chrome, Citrix

S

Senior Customer Care Specialist

Apr 2022 - Jan 2023 (10 months)

• Handled an Online Events Ticket Reseller, assisting consumers regarding their purchase status and complaints, ensuring a high level of customer satisfaction. Utilized tools such as Incontact(MAX), Guru, and Slack to streamline communication and resolve issues efficiently. While sales were not a primary responsibility, I occasionally engaged in sales activities, which helped enhance my understanding of customer needs and contributed to overall service excellence.

E

Email and Chat Support, Inbound and Outbound Representative and

Escalation

Sep 2021 - Jan 2022 (5 months)

• Handled an Online Food Delivery Account that focused on the Driver's Concern for all aspects of the role given which are email, chat, and inbound support. Having to do an outbound also focuses on the driver's concern but also involves the customers and merchants if that is part of the drivers concern such as unable to reach the customer, multiple order concerns, or even the merchant being closed. With being part of the escalations department we're the first line of defense if the driver request to speak with a supervisor we're the department that deals with this though we still need approval to our Managers as part of the hierarchy of the process. Tools Used: OMNI, AC (Amazon Channel), SalesForce

C

Customer Service Representative

Jun 2020 - Jan 2021 (8 months)

• Handled a Prepaid Financial Account that assist customers regarding issues and concerns about their debit cards that involves disputes, chargeback, transaction history and balance inquiry Tools Used: Avaya X-One and Noble

Shekainah Carlos

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