Summary
Overview
Work History
Education
Skills
Timeline
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Shanika Shanika

Saint John,NB

Summary

Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Overview

6
6
years of professional experience

Work History

SME Team Leader

Nordia Inc.
05.2023 - Current
  • Enhanced team productivity by implementing efficient workflow processes and resource allocation strategies.
  • Developed a positive work culture within the team, fostering open communication and collaboration among members.
  • Streamlined project management by adopting effective delegation techniques and setting clear goals for team members.
  • Increased customer satisfaction levels by ensuring timely delivery of high-quality products and services.
  • Mentored new employees, providing comprehensive onboarding support and guidance to ensure smooth integration into the team.

Loyalty Specialist

Nordia Inc.
04.2021 - Current
  • Increased customer loyalty by implementing personalized rewards and incentive programs.
  • Developed targeted marketing campaigns for customer retention and brand engagement.
  • Conducted regular loyalty program performance evaluations, identifying areas for improvement and optimization.
  • Identified opportunities for upselling by understanding individual customer needs, boosting revenue generation efforts.

Technical Support and Insurance Agent

Teleperformance
12.2020 - 04.2021
    • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
    • Built strong relationships with clients through consistent communication and excellent customer service.
    • Expanded client base by actively prospecting for new business opportunities and generating referrals.
    • Streamlined administrative tasks, improving overall office efficiency and productivity.
    • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.

Customer Service Manager

Walmart
01.2018 - 11.2020
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.

Education

Diploma in Business -

Cambrian College of Applied Arts And Technology
Sudbury, ON
04.2019

Skills

    • Coaching and Mentoring
    • Creative solutions
    • Training and mentoring
    • Strategic Thinking
    • Strong analytical skills
    • Active Listening
      • Teamwork and Collaboration
      • Multitasking Abilities
      • Problem-solving aptitude
      • Time management abilities
      • Team building
      • Interpersonal Skills

Timeline

SME Team Leader

Nordia Inc.
05.2023 - Current

Loyalty Specialist

Nordia Inc.
04.2021 - Current

Technical Support and Insurance Agent

Teleperformance
12.2020 - 04.2021

Customer Service Manager

Walmart
01.2018 - 11.2020

Diploma in Business -

Cambrian College of Applied Arts And Technology

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Shanika Shanika