Akelah Carter
Las Vegas
Summary
A highly organized, adaptable, and motivated Guest Experience Specialist with a deep affinity for problem solving and creating a memorable experience for every guest. Utilizes written and verbal communication systems like email, live chat, direct messaging, and phone to connect with guests and has a highly rated deescalation style compared to company standard and guest feedback. Believes the basic principles of maintaining customer engagement is building strong connections with each individual in order to learn more about their needs and how the company can best serve them. I would love the opportunity to share my experience and expertise as your Social Guest Care Specialist.
Overview
11
11
years of professional experience
Work History
Experience Customer Service Specialist
Shipt Inc.
10.2021 - Current
- Exercise Customer Service on multiple platforms such as mobile hotlines, Shipt.com, Twitter/X, and Instagram
- Frequently featured on the company leaderboard by maintaining a 90-95% satisfaction rate for guest interactions for the 2023 time period
- Reduced response time for customer inquiries by streamlining communication processes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Demonstrates strong written and verbal communication skills
- Works closely with leadership to accommodate refunds or company credits in compliance with departmental operations, established laws, rules, guidelines and procedures
- Retained 70% of displeased customer interactions by exhibiting empathy and providing credit or refunds appropriately resulting in a direct increase in sales.
Independent Contracting in Marketing
TNG Agency
04.2018 - Current
- Exercised self-management to perform multiple projects at a time
- Used flexibility in travel based on client based needs
- Operate on an On-Call basis to accommodate projects on a quick turn around.
- Boosted customer engagement with creative social media management, fostering positive online presence.
Shift Lead/Sales Associate
Pieology Pizzeria
05.2018 - 09.2021
- Effectively uses data-driven/decision-making skills to provide feedback that support improvement efforts
- Demonstrated leadership skills to regulate shift operations in the absence of management.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
Member Services Representative
MAX Credit Union
09.2019 - 06.2021
- Demonstrated excellent customer service skills in order to enroll and maintain guests with at least an 80% success rate.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
Clerical Assistant
Montgomery Co. Courthouse
05.2013 - 08.2017
- Contributed to the process optimization of team operations by facilitating case management strategies to accurately reflect case statuses
- Saved time for the department by completing projects before or by the listed deadline.
Education
Bachelor of Arts -
University of Alabama At Birmingham
Birmingham, ALAssociate of Arts -
College of Southern Nevada
Las Vegas, NVHigh School Diploma -
Booker T Washington Magnet High School
Montgomery, AL05.2016
Skills
- Customer Order Management
- Complaint resolution
- Social Media Best Practices
- Conflict Mediation
- Customer Service
- Call center experience
- Problem Resolution
- Excellent written and oral communication
- De-Escalation Techniques
- Process Optimization
- Telephone Etiquette
- Good communication skills
- Customer Retention
- Account Management
- Professionalism
- Customer Engagement
Job Related Training
- Advanced Microsoft Word
- Advanced Excel
- Microsoft Access (Intro/Inter/Advan)
- Customer Support and Relationships
- Privacy and Security in the workplace Ethics in Customer
- CCPA- Consumer Act
- Google Workspace
Job Related Leadership Roles
- D.R.I.V.E. Achievement award
- Customer Support Supervisor
- Team Member of The Week September 10, 2023
Timeline
Experience Customer Service Specialist
Shipt Inc.
10.2021 - Current
Member Services Representative
MAX Credit Union
09.2019 - 06.2021
Shift Lead/Sales Associate
Pieology Pizzeria
05.2018 - 09.2021
Independent Contracting in Marketing
TNG Agency
04.2018 - Current
Clerical Assistant
Montgomery Co. Courthouse
05.2013 - 08.2017
Bachelor of Arts -
University of Alabama At Birmingham
Associate of Arts -
College of Southern Nevada
High School Diploma -
Booker T Washington Magnet High School