Cadence Serna
Columbiana,Alabama
Summary
Extensive managerial, administrative, sales, technical, and customer service experience. Exceptional verbal and written communication skills. Strong problem-solving abilities. Strong supervisory and administrative abilities. Excellent customer relations skills. Excellent technical skills. Tech savvy - Lifelong computer and technology enthusiast. Highly adaptable - Comfortable with high stress and fast-paced environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Life Cycle Manager
AT&T
01.2012 - 01.2019
- Maintained customer records and accounts - Performed administrative functions
- Accomplished multiple tasks within established timeframes.
Service Lead
AT&T
01.2012 - 01.2019
- Provided comprehensive technical and account support
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Senior Support Specialist
Shipt
06.2020 - Current
- Ensured effective customer service as well as support for Shoppers and Members.
- Developed and implemented customer service policies and procedures.
- Cultivated interpersonal skills by building positive relationships with others.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked flexible hours across night, weekend and holiday shifts.
Manager, Retention
AT&T
06.2012 - 07.2019
- Ensured effective customer service - Addressed customer needs and concerns
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed and motivated employees to be productive and engaged in work.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Relations Supervisor
Aloft Hotel
01.2010 - 01.2012
- Performed managerial and administrative functions - Interacted with public
Assistant Manager
Starbucks Coffee Company
01.2002 - 01.2010
- Performed managerial, supervisory, and administrative functions
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Bachelor of Arts Degree in English Literature -
University of Montevallo
Montevallo, AL01.2020
Skills
- Call Metrics
- Report Preparation
- Transaction Processing
- Coaching and Mentoring
- De-Escalation Techniques
- Account Updates
- Customer Service
- Call Documentation
- Customer Data Confidentiality
Certification
Microsoft A+, but certification has lapsed.
Accomplishments
- Supervised team of 25 staff members.
- Collaborated with members of senior AT&T management in the development of iCare, the formulaic, customer-facing approach to problem solving.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Support Specialist
Shipt
06.2020 - Current
Manager, Retention
AT&T
06.2012 - 07.2019
Customer Life Cycle Manager
AT&T
01.2012 - 01.2019
Service Lead
AT&T
01.2012 - 01.2019
Customer Relations Supervisor
Aloft Hotel
01.2010 - 01.2012
Assistant Manager
Starbucks Coffee Company
01.2002 - 01.2010
Bachelor of Arts Degree in English Literature -
University of Montevallo
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