Shikara Tate Barnes

About Shikara Tate Barnes

Seasoned operations, patient access, customer service, technical support and account manager with a passion for leadership and managing direct reports. I possess 14 years experience in customer service in which most of my tenure and success has been managing in a call center environment. I’ve worn many hats in my career—relationship/vendor/account management, training and talent development, project and product management and most recently reporting for SAS programs. My passion and drive lies in providing excellence that takes my company to the next level and that clients can trust fostering strong and lasting relationships. My leadership style is servant leadership. I live by the principal that leadership is about being a servant first. I have a great passion for motivating others and pushing them beyond their proposed maximum potential within their performance and career goals. I am known for developing talent and building leaders amongst my direct reposts; my employees often compliment my ability to make work an enjoyable experience. At this phase in my life my ambition is to make a great and memorable impression on those that I meet, even if its just a smile and hello! I love building new professional relationships and would enjoy connecting with you.

Experience

1. Manager Customer Service Compliance and Remediation

   World Courier

   Jul 2022 — Present · Cary, NC, US

   Collaborate with QA and all other departments to facilitate analysis of customer complaints or process breakdowns to determine root cause, trends, stakeholder impacts and planned remediation activities.Effectively breakdown large problems into smaller problems, organize them by importance and impact, and create innovative solutions to mitigate and eliminate them.Provide Subject Matter Expert (SME) support to root cause analysis (RCA) investigations.Identify and support process enhancements and operational best- practices that improve team member experience and organizational operating efficiency while eliminating future, avoidable customer- and associate-facing issues.Assist in writing Deviations/Non-Conformances investigation reports (CAPA) and manage the reports through Deviation portal.Support the Global QA and Continuous Improvement program, by working with cross functional teams to develop and deploy CAPA processes that are standardized across the region and leverage best practices to reduce rework and non-conformance reports.

Education

• Strayer University

  Master of Business Administration (M.B.A.), Project Management

• Winston-Salem State University

  Bachelor of Business Administration (B.B.A.), Finance and Financial Management Services

  2000 — 2004