Shanice Samuels

Provided customer service support for student and educator registration processes, assisting users with account setup, product access, and platform navigation. Key responsibilities included: Handled inbound calls and emails to assist customers with registration, login issues, and account verification Guided users through the setup and activation of digital learning products and platforms Troubleshot technical issues related to account access, password resets, and system errors Accurately documented customer interactions and updated records in the CRM system Escalated complex or unresolved issues to appropriate departments while maintaining customer satisfaction Delivered clear, professional communication to ensure a smooth registration experience Met performance targets for call handling time, resolution rate, and customer satisfaction scores Maintained up-to-date knowledge of company products, policies, and registration procedures

Executed high-volume cold calling campaigns, lead generation, and B2B email outreach Handled content creation, email automation, CRM cleanup, appointment setting, and recruitment tasks Write and schedule social content, blogs, and email newsletters for clients Design branded email templates and monitor analytics (traffic, clicks, opens)

Support creative launches and maintain consistent messaging across platforms Lead marketing email campaigns, write community-facing content, and support app rollout Coordinate branded & Influencer outreach, refine messaging, and assist with YouTube & social platform uploads

Mama’s Cleaning Crew – B2B sales campaigns, social media management, cold outreach Key To Dream Team – Real estate blog copy, cold calling, and lead generation The Black Directory, Aligned Modern Health– Appointment setting and cold calling outreach Dennis Law PLLC, Joseph Ritter Retirement Agency, OpenWorks – Lead generation and CRM scheduling Tasheka LLC – Lead sourcing and virtual assistant services for business operations

At Itel, I worked as a Loan Officer and Customer Service Agent, assisting clients with loan applications, document collection, and verification while ensuring compliance with internal guidelines. I supported borrowers through each step of the loan process, providing clear instructions and timely updates to ensure a smooth and accurate experience. In my customer service role, I handled a high volume of inbound and outbound calls, resolved client inquiries promptly, and maintained a courteous and professional tone in every interaction. My responsibilities required strong attention to detail, excellent communication skills, and the ability to manage time-sensitive tasks efficiently.

At Etech, I served as a Customer Service Agent for a national driving school account, where I managed inbound calls and live chats from students and prospective learners. I provided detailed information about course offerings, scheduling, payments, and state-specific driving requirements. I assisted with booking driving lessons, rescheduling appointments, and troubleshooting account issues, all while maintaining a friendly and helpful tone. My role required quick thinking, multitasking across various systems, and ensuring that each caller felt supported and informed throughout their learning journey.

Managed front desk operations by answering phone calls, routing inquiries, and directing guests to the appropriate departments. Maintained a welcoming atmosphere by greeting guests with a friendly demeanor and assisting with their needs and questions. Utilized scheduling software to coordinate and confirm appointments, ensuring effective time management for both guests and staff. Handled cash and processed payments accurately while maintaining financial records for front desk transactions. Performed administrative tasks like filing, data entry, and managing inventory for office supplies and guest amenities. Collected and analyzed guest feedback to enhance service quality, addressing concerns to foster positive guest relations. Ensured smooth check-in and check-out processes by resolving guest inquiries efficiently, boosting overall satisfaction. Provided exceptional customer service by managing guest expectations, handling complaints empathetically, and following up to ensure satisfaction. Coordinated effectively between departments to fulfill guest requests, ensuring a seamless experience throughout their stay. Utilized communication tools to relay messages and updates promptly, improving operational efficiency. Conducted regular lobby inspections to maintain cleanliness and organization, while addressing guest needs to ensure a welcoming environment.

As a dedicated member of the entertainment team, I specialized in creating high-energy guest experiences by choreographing and performing in nightly shows and themed events. I actively socialized with guests by hosting and organizing daily sporting activities, such as beach volleyball and pool games, to foster a fun and engaging resort atmosphere. My responsibilities also included providing attentive babysitting services and supervising creative activities within the Kids’ Club, ensuring a safe and enjoyable environment for younger children. In my role as Entertainment Coordinator, I designed and hosted a diverse range of shows, social mixers, and daily activity programs tailored for an international guest demographic. I led interactive sporting tournaments and group fitness sessions to build a lively community spirit. A key focus of my work was engaging specifically with teens and tweens through age-appropriate games, sports clinics, and social events, while also managing the Kids' Club through organized creative play and crafts for younger children.

Diploma in Strategy, Quality & Contemporary Business Concerns - Pending

Cambridge International College

Diploma in Early Childhood Care & Education - Pending

Cambridge International College

Microsoft Office Access Advanced

Allison Short Courses & Certificates

Roles & Responsibilities of A Virtual Assistant

Allison Short Courses & Certificates

Advance Working As A Virtual Assistant

Allison Short Courses & Certificates

Diploma in Access Advanced

Allison Short Courses & Certificates

Diploma in Microsoft Office

Allison Short Courses & Certificates

Diploma in Executive Assistant Skills

Allison Short Courses & Certificates

Diploma in Customer Service

Allison Short Courses & Certificates

Diploma in Human Resources

Allison Short Courses & Certificates

Level 3 Certificate in English

City & Guild

City & Guild Certificate

City & Guild