Shikira Rock

About Shikira Rock

With over four years of experience in program management, I am a customer experience expert who delivers impactful solutions and strategies for Peloton Interactive, the leading interactive fitness platform. I hold PMP and Agile certifications and leverage data-driven approaches to optimize operations, reduce costs, and boost customer satisfaction.As a program and customer experience management leader, I spearhead transformative initiatives, drive efficiency improvements, and foster high-performance teams to achieve operational excellence. I have reduced warranty claim rates by 25%, generated in annual cost savings, developed interactive troubleshooting interfaces, and led to consistent attainment of over 90% customer satisfaction scores. I am passionate about enhancing the user experience and solving complex technical challenges.

Experience

1. Helpdesk Support and Customer Service Lead

   Opus Agency

   Apr 2024 — Present

   Delivers exceptional customer support and provides assistance in processing pass transfers, cancellations, and refunds achieving a 90%customer satisfaction rating over 90 days.•Solved an average of 100 tickets per week in ZenDesk, totaling approximately tickets in 90 days.•Analyze support ticket trends, leading to a 15% reduction in recurringissues through proactive solutions.•Maintained support documentation, enhancing knowledge sharing andoperational efficiency.

Education

• Brooklyn College

  Bachelor of Arts (B.A.), Communication and Media Studies

  2007 — 2012

Skills

• Data Analysis
• Photography
• Customer Service
• Software Development
• Creative Writing
• Graphic Design
• Microsoft Office
• Sales
• Retail
• Writing
• Salesforce.com
• Management
• Idea Person
• Technical Support
• Customer Support
• Ideas Development
• Media Relations
• Troubleshooting
• Social Media Marketing
• Logo Design
• Microsoft Excel
• Powerpoint
• Hardware Diagnostics
• Pitching Ideas
• Research
• Microsoft Word
• Resume Writing
• Social Media