Open to opportunities

shanice User

@shaniceuser1

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Experienced consumer experience professional with a focus on customer support.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

With over five years of experience in customer support and coaching, I am passionate about enhancing consumer experiences. My journey has equipped me with the skills to manage high-volume support requests effectively while ensuring customer satisfaction. I have a proven track record of coaching teams, identifying performance issues, and implementing actionable solutions.

In my recent role as a Seasonal Performance Coach at Uncommon Goods, I conducted regular coaching sessions and managed a significant volume of customer inquiries across various channels. My ability to analyze feedback and propose solutions has been instrumental in improving team performance. Additionally, my experience as a High-Risk Supervisor at the Jewish Board has honed my skills in providing clinical guidance and maintaining safety protocols, ensuring the highest quality of service delivery.

I hold a Bachelor of Arts in Sociology from Skidmore College and an IT Support Certificate from Hostos Community College. I am eager to leverage my skills in a Consumer Experience role where I can contribute to team success and enhance customer satisfaction.

Experience

Work history, roles, and key accomplishments

Seasonal Performance Coach

Uncommon Goods

Sep 2022 - Jul 2024 (1 year 10 months)

Coached team members, providing motivation and performance feedback. Managed a high volume of customer support inquiries across email, live chat, and phone, ensuring immediate response to tickets.

Zendesk Slack Microsoft Office Customer Support Ticketing

High-Risk Supervisor

Jewish Board

Dec 2020 - May 2021 (5 months)

Provided individual supervision to a team of FFT Therapists, offering coaching and support for the effective delivery of the FFT-CW model. Established and maintained safety procedures, addressing potential risks to ensure the protection of family confidentiality in compliance with HIPAA.

Coaching HIPAA)ACS Protocols

Family Therapist

Jewish Board

Jan 2018 - Dec 2020 (2 years 11 months)

Applied Functional Family Therapy techniques to enhance mental health understanding and support among families. Conducted comprehensive assessments to determine the needs of children and their families, tailoring interventions accordingly.

Mental Health Support Assessments

Social Work Intern

Children's Law Center

Sep 2017 - May 2018 (8 months)

Conducted thorough assessments and evaluations of client risk factors related to custody allegations, ensuring child welfare needs were accurately represented. Facilitated and observed client interviews, effectively advocating for the children's preferred custodial arrangements in legal settings.

Assessments Advocacy