Makeesha Stoker
Omaha
Summary
Highly adaptable and quick learner with a proven track record of acquiring new skills and knowledge. Demonstrated ability to grasp complex concepts quickly and apply them in practical settings. Strong problem-solving skills combined with natural curiosity and passion for continuous growth. Committed to staying up-to-date with industry trends and advancements to ensure optimal performance and contribute effectively to organizational success.
Overview
16
16
years of professional experience
Work History
Customer Care Expert
Toast Inc
09.2023 - Current
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
- Assisted in developing internal training materials to continuously improve team performance and enhance customer care expertise.
- Participated in ongoing professional development opportunities aimed at enhancing industry knowledge as well as refining core customer care skills.
- Implemented process improvements that streamlined workflows, reducing average call handling time without sacrificing quality.
- Communicate and collaborate effectively with our Enterprise customers, resolve complex customer inquiries, and increase customer satisfaction.
- Perform thorough troubleshooting and probing analysis with the customer regarding hardware, software, general billing inquiries, payment processing, and networking. Able to conduct split-half problem analysis to narrow the scope of issues, discover the root cause to determine where the errors are quickly and effectively resolve issues.
- Update and maintain accurate customer records in Salesforce. Analyze customer data to identify performance trends and analytics to improve customer experience.
- Deliver a top tier customer experience over the phone through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers.
- Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps.
Call Manager/Workforce Management
Nebraska Furniture Mart Inc.
08.2018 - Current
- Responsible for proactively scheduling all staff within the contact center
- Ability to communicate effectively and professionally to the contact center on business related topics daily
- Serve as a point of contact for the Workforce department
- Monitor staff and call traffic daily and schedule agents accordingly as predicted to maintain service at 80 percent or better
- Responsible for requesting queue coverage from management and support at the appropriate times
- Offer early outs when available, schedule staff meetings, department training and various business-related activities
- Assist staff and management by answering work related questions regarding scheduling, queue coverage, lunches, breaks, etc
- Responsible for maintaining confidentiality and ensure that internal customer needs are met
- Responsible for providing individual feedback on performance to contact center management
- Responsible for sending out daily reports to management teams
- Assist with special projects as needed
- Backup support functions as needed such as mail, claims, etc
- Act as a back up to Switchboard and various Contact Center Administrators
- Very advanced and efficient in both Microsoft excel and word
Customer Service Support Specialist
Nebraska Furniture Mart Inc.
01.2022 - 09.2023
- Work with Accounting to research and resolve customer account problems Research misapplied payments, correct accounts, and follow up with customer
- Contact/research with vendors regarding customers questions on warranty issues
- Works pending issues with vendors until the all information is received
- Work one-on-one with the customer and staff in order to offer options and solutions to ensure customer satisfaction
- Contact customer in response to their inquiry on all of the above actions and continuous follow up as necessary
- Research cost and availability of parts and effectively communicate information to customers as needed.
Data Entry Specialist
TD Ameritrade
01.2018 - 08.2018
- Company Overview: TD Ameritrade Through Aerotek
- Researching clients purchase history for stocks and/or bonds from account and possibly performing extensive research from multiple accounts
- Delivering the requested information to client via message center or mail
- Ability to multi-task, using a variety of computer software applications
- TD Ameritrade Through Aerotek
Monetary Specialist
Bank of the West
11.2015 - 09.2017
- Ability to work in a fast pace environment
- Responsible for handling information on loans/lines of credit
- Ability to help in credit card dept when needed/ cross trained
- Willingness to help peers around me
- Ability to work in a fast pace environment with no supervision
- Responsible for retaining/correcting information that pertains to a customer's loan
- Ability to find needed documents in multiple systems to complete a task
- Responsible for processing payments to customer loan and line products
- Ability to ensure compliance with the Bank's policies and applicable regulations by reviewing Incoming Wire Transfers, NFG Reports, and Customer Checks/ Money Orders for credit to the appropriate account and prepares general ledger offset ticket
- Ability to work in conjunction with the Accounting and Reporting Group as necessary to ensure all accounts meet documented procedural requirements and guidelines
- Responsible for performing the necessary research to validate proper level of authorization on requests prior to processing monetary fee waiver transactions in varying amounts
- Ability to complete an in-depth review of the account to ensure funds are properly credited and any overpayment is released in the proper time frame
- Responsible for resolving customer impact issues by communicating and participating in problem resolutions within the CPS Payment Processing Group
- Responsible for determining appropriate refund amount on lines of credit that are paid in full and generates refund checks
- Responsible for cross training to assist Transaction Processing with Back Counter Scanning Process
Call Manager
AAA
02.2012 - 11.2015
- Responsible for retaining ERS details from member and dispatching drivers
- Ability to work weekend and holidays
- Making sure members are able to wait safely with their vehicle until driver arrives
- If member is not in a safe place, would be responsible to contact police or family member to come sit with or get member to safe location
- Responsible for making sure all details are thoroughly documented for the driver
- Ability to provide a high level of customer service in a professional call center environment
- Ability to multi-task, using a variety of computer software applications
- Ability to identify geographical locations and proficiency in reading maps
- Willingness to work weekends and some holidays
Customer Service Representative
Timeline Total Solutions
12.2011 - 02.2012
- Inbound and outbound Customer Service Rep
- Suggested other services for customers, 95 percent retention rate
- Retain customer satisfaction, Responsible for scheduling time for appointments for installations, Offered account benefits to current customers, Had many new customers to business
Customer Service Representative
DialAmerica
08.2011 - 12.2011
- Outbound telemarketing, responsible for retaining customers, focused on sales and communication skills with customers
- Learned effective and efficient customer service and sales
Cashier/Customer Service
Noodles & Company
04.2009 - 08.2011
- Responsible for a plethora of services including opening and closing store, solving conflicts with customers and coworkers, maintaining and balancing cash drawer of $200 to $800
- Performed manager duties which included counting inventory
- Had a lot of customer appreciation brought to managers attention
Education
High school diploma -
Burke High School
Omaha, NE05.2011
Skills
- Microsoft Word/ Powerpoint/ Office/ Excel
- Data entry
- Workforce Management
- Case management
- Salesforce
- Time management
- CRM software proficiency
- Multitasking and organization
- Active listening
- Adaptability and flexibility
- First call Problem resolution
- Relationship building
- Phone etiquette
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Care Expert
Toast Inc
09.2023 - Current
Customer Service Support Specialist
Nebraska Furniture Mart Inc.
01.2022 - 09.2023
Call Manager/Workforce Management
Nebraska Furniture Mart Inc.
08.2018 - Current
Data Entry Specialist
TD Ameritrade
01.2018 - 08.2018
Monetary Specialist
Bank of the West
11.2015 - 09.2017
Call Manager
AAA
02.2012 - 11.2015
Customer Service Representative
Timeline Total Solutions
12.2011 - 02.2012
Customer Service Representative
DialAmerica
08.2011 - 12.2011
Cashier/Customer Service
Noodles & Company
04.2009 - 08.2011
High school diploma -
Burke High School
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