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shanice_senior

Shanice S

@shanice_senior

Customer Service Representative

Jamaica
English
About me
I served 10 years in the customer service industry where I supported campaigns such as Microsoft Accounts & Billing, Shutterly, Disney+ and Airbnb. I know the importance of exceptional customer service and how much it can drive a business to grow and the improve services / products for customers and I want to help keep your customers coming back. Surveys commended me for my "Fast Resolution Time and Solving the problem" Customers value their time! Now, what are you waiting for? Let's WOW some customers!... Read more

Skills

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shanice_senior
Shanice S
Offline • 
Average response time: 1 hour

See my services

Customer Support
I will be your experienced support representative for voice and chat english
From$50 / projectMore details

Work experience

Airbnb

Quality Analyst

Airbnb • Full-time

Mar 2020 - Oct 2025 • 5 yrs 7 mos

Monitor and evaluate call recordings to ensure agents are adhering to policy Escalate high risk calls Review DSAT surveys Coaching Agents on areas of opportunity 8 hours Monthly call taking Certifying New Hires for Programme Join Team Huddles to share best practices Host Call listening and Calibration Sessions Collaborate closely with team managers and service delivery

Microsoft

Microsoft

Full-time • 3 yrs 5 mos

Quality Analyst

Oct 2017 - Mar 2019 • 1 yr 5 mos

Monitor and evaluate call recordings to ensure agents are adhering to policy Escalate high risk calls Review DSAT surveys Coaching Agents on areas of opportunity 8 hours Monthly call taking Certifying New Hires for Programme Join Team Huddles to share best practices Host Call listening and Calibration Sessions Collaborate closely with team managers and service delivery

Customer Service Representative

Oct 2015 - Oct 2017 • 2 yrs

Billing Inquiries Purchase, upgrade, renew, cancel subscriptions Basic troubleshooting software Providing information about products and services