SHANIKA THOMAS
Saint Charles
Summary
Seasoned Retention Specialist with over 20 years of experience in enhancing customer satisfaction, cash handling and loyalty.Possess a strong knowledge of customer relationships, and a proven ability to build rapport, resolve complex issues effectively, and enhance the customer satisfaction rate across diverse demographic groups. Seeking to leverage extensive skills and contribute to team success and customer retention.
Overview
13
13
years of professional experience
1
1
Certification
Work History
SR. Guest Service Retention Specialist
AT&T
06.2018 - 05.2025
- Answered incoming calls from over 100 customers a day and provided assistance with product inquiries, billing questions, and other customer service related issues using appropriate phone etiquette and vis email.
- Leveraged CRM/POS platforms to track interactions and document issue resolutions.
- Resolved client inquiries and complaints in a timely, professional manner.
- Adhered to all applicable laws and regulations related to payments processing, adjustments and complaints.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Identified upselling and cross-selling opportunities to enhance customer experience.
- Recognized as a top performer for meeting or exceeding performance metrics consistently.
- Adhered to all applicable laws and regulations related to payments processing.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Answered phone calls and directed them to appropriate personnel, while maintaining confidentiality of SPI/ CPNI information
Sr. Player Service's Agent
Rivers Casino
01.2012 - 05.2018
- Executed daily cash management activities, including deposits, withdrawals, and fund transfers for customers.
- Verified and processed cash payouts from machine jackpots with 100% accuracy.
- Assisted patrons with reward cards and authorized jackpot transactions.
- Addressed minor slot machine issues and facilitated voucher replacements.
- Updated computerized database with player information to maintain accurate records.
- Delivered beverages and snacks to patrons promptly upon request.
- Responded to customer inquiries about game rules, regulations, and payout processes efficiently.
Education
Service Managment
Dominican University
Cyber Security
Coursera/ Women in Cybersecurity (WIC)
Skills
- Effective communication
- Attention to detail
- Conflict resolution and empathy
- Active listening
- Adaptability
- Organizational skills
- Customer education
- Regulatory compliance
- Microsoft Office Suite
- Time management
- Customer retention
- Telephone etiquette
- Compliance adherence
- Data entry
- Payment processing
- CRM software
Certification
- Occupational License with Illinois Gaming Board, 06/01/12, Present
Timeline
SR. Guest Service Retention Specialist
AT&T
06.2018 - 05.2025
Sr. Player Service's Agent
Rivers Casino
01.2012 - 05.2018
Service Managment
Dominican University
Cyber Security
Coursera/ Women in Cybersecurity (WIC)
Similar Profiles
ANDRY NUNEZANDRY NUNEZ
Retail Store Manager at AT&TRetail Store Manager at AT&T
Elda BenitezElda Benitez
Sales Manager Representative at AT&TSales Manager Representative at AT&T
Brandon GrissomBrandon Grissom
Wire Technician at AT&TWire Technician at AT&T
Kathy ValladaresKathy Valladares
Associate Director at AT&TAssociate Director at AT&T
Brandon DavisBrandon Davis
Store Manager at Family Express Corp.Store Manager at Family Express Corp.