SHENIKA PEAKS
Hanover
Summary
Achieved high customer satisfaction ratings through proactive issue resolution and communication.,Elevated service quality by implementing efficient administrative practices.,Mastered new skills swiftly, contributing to team adaptability and effectiveness.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Tenable
Columbia, MD
05.2024 - 05.2025
- Identified and processed all 'stuck' automated quotes within CPQ, ensuring timely delivery to respective distributors.
- Evaluated customer discount requests and communicated necessary adjustments to distributor within assigned theater.
- Compiled and analyzed partner-specific renewal data, ensuring timely delivery of reports to partners in conjunction with theater BDM.
- Coordinated efforts to prioritize DMR quote reports, ensuring alignment with strategic quarterly objectives.
- Achieved seamless operation of automated quotes in CPQ by troubleshooting and updating as necessary. Improved visibility on the distributor portal, ensuring accurate and timely information compliance with quarterly expiration dates.
- Managed customer requests for re-quotes involving discounts or multi-year options, ensuring compliance with agreed-upon constraints and stakeholder directives.
- Produced and delivered partner-specific renewal reports to key partners, enhancing communication in collaboration with theater BDM and CSM. Addressed the needs of non-focus countries through dedicated reporting efforts. Streamlined management of UK, France, Germany, and Middle East regions with EMEA HV CMS oversight.
- Coordinated direct outreach campaign follow-up to optimize customer relationship management.
Logistics Coordinator
Seko Logistics (Ultimate Staffing)
Elkridge, MD
07.2023 - 10.2023
- Coordinated daily transportation activities including scheduling, routing, tracking and documentation.
- Managed paperwork and necessary information required for client shipments.
- Responded quickly to customer inquiries about order status or changes in schedules.
Account Manager
Classic Brands LLC
Columbia, MD
10.2018 - 11.2022
- Manage and/or monitor accounts assigned by Operations Manager
- Connecting with the sales team weekly with updates and changes to data for accounts
- Answer phones with a high degree of customer service and analytical skills to ensure the proper answers to customers with product questions
- Run routine reports daily for accounts
- Research, compile, assemble and analyze data for projects and a variety of statistical, financial, and narrative reports
- Respond to inquiries and requests from customers requiring knowledge of each account.
Patient Service Coordinator
United Health Group, Optum
Elkridge, MD
09.2014 - 04.2018
- Maintain professionalism with difficult customer interaction
- Follow all reporting requirements according to state laws and comply with HIPPA confidentiality
- Provide assistance with enrollment, qualify customers for in home appointments and educate them on plans and processes
- Collect all relevant information to determine what type of appointment to schedule and generate follow up appointment.
Court Clerk
Circuit Court for Baltimore City
Baltimore, MD
02.2008 - 01.2013
- Responsible for routine correspondence received by court requiring information and responses to inquiries
- Organized and maintained files of records and correspondence of both routine and confidential nature
- Answered questions from attorneys, other office staff and general public
- Answered telephone calls, screened callers, took messages, provided information and made appropriate referrals to other offices
- Organized and maintained court files, submitted files for signatures and ensured the smooth flow of files through the court system.
Education
Associates Degree - Business Administration
Baltimore city community college
Baltimore05.2007
Skills
- Microsoft Excel
- Word
- V-Lookup
- SFDC CPQ a plus Customer Care skills
- PowerPoint
- Pivot Tables
- Supply Chain Operations
Timeline
Customer Success Manager
Tenable
05.2024 - 05.2025
Logistics Coordinator
Seko Logistics (Ultimate Staffing)
07.2023 - 10.2023
Account Manager
Classic Brands LLC
10.2018 - 11.2022
Patient Service Coordinator
United Health Group, Optum
09.2014 - 04.2018
Court Clerk
Circuit Court for Baltimore City
02.2008 - 01.2013
Associates Degree - Business Administration
Baltimore city community college