Cakeshia A. Howard

Forestdale,Alabama

Summary

Highly organized administrative professional with extensive federal, customer service, leadership, and office operations experience. Skilled in managing high-volume workloads, resolving complex issues, mentoring employees, and delivering exceptional service while maintaining accuracy and confidentiality.

Overview

years of professional experience

Work History

Contact Representative

Social Security Administration

Birmingham, Alabama

10.2019 - Current

Provide customer support for retirement, disability, Medicare, SSI, and survivor benefits while explaining complex program requirements.
Responded to Social Security benefit inquiries for retirement, disability, and Medicare cases.
Explained Supplemental Security Income rules and eligibility requirements to claimants.
Process claims, appeals, payment issues, and entitlement changes with accuracy and attention to federal policy.
Reviewed supporting documents for retirement, survivor, and disability claims.
Scheduled appointments and routed complex cases to appropriate SSA specialists.
Assisted Social Security claimants with benefit inquiries and account updates, enhancing their understanding of available options.
Explained SSA programs, procedures, and eligibility requirements to diverse callers, facilitating informed decision-making.
Resolved customer concerns using SSA policy and approved service procedures.
Documented calls and case notes, ensuring accurate follow-up actions in SSA systems.
Maintained confidentiality while handling sensitive Social Security information.
Ensured accuracy of customer information by conducting thorough verification. and updated records accordingly.
Ensured compliance with applicable laws and regulations relating to contact center operations.
Addressed customer complaints and escalated unresolved issues.
Adhered to established policies and procedures while providing exceptional customer service.
Resolved billing discrepancies between customers and the company's accounting system.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Handled incoming calls from customers seeking technical support on various products or services offered by the company.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Answered customer inquiries in a timely manner, both over the phone and via email.
Maintained strong call control and quickly worked through scripts to address problems.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Promoted available products and services to customers during service, account management and order calls.
Mentored junior team members
Mentor and coach new employees earning multiple customer service and performance awards.
Performed administrative tasks such as filing, data entry, and document preparation.
Performed research tasks related to potential new products or services that could be offered by the company.
Facilitated order processing using an automated system to ensure accuracy. for customers using an automated system.
Processed orders for customers using an automated system.
Updated customer records and case notes in agency databases.
Communicated policy changes to callers using clear, respectful language.
Provided personalized service tailored to each individual customer's needs.
Verified customer information and updated records accordingly.
Processed orders for customers using an automated system.
Provided personalized service tailored to each individual customer's needs.
Verified customer information and updated records accordingly.

Shift Manager

Walgreens

01.2018 - 10.2019

Supervised daily operations for 15+ employees, including scheduling, inventory, cash handling, and customer service.
Managed Walgreens front-end operations and supported daily store workflow.
Supervised team members during opening, closing, and shift handoffs.
Resolved customer concerns and escalated issues using Walgreens service standards.
Monitored cash handling, register activity, and safe deposit procedures.
Directed inventory recovery, stocking, and merchandising across sales floor.
Trained new associates on Walgreens systems, procedures, and store routine.
Coordinated pharmacy and front-store communication to support smooth operations.
Managed daily cash intake by counting registers and tabulating profits.
Helped employees accomplish tasks during peak periods.
Developed and maintained positive working relationships with staff, customers, and vendors.
Inspected work areas regularly for cleanliness and organization standards.
Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
Ensured completion of all opening and closing duties was completed accurately according to established guidelines.
Monitored store operations to ensure compliance with company policies and procedures.
Communicated with other shift managers to facilitate the continuum of customer service.
Responded quickly and effectively to emergency situations.
Taught staff upselling techniques to meet revenue targets.
Managed schedules, accepted time off requests and maintained coverage for shifts.
Ensured accuracy of cash registers by counting and balancing daily totals.
Delegated work to staff, setting priorities and goals.
Trained, managed and motivated employees to promote professional skill development.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Used Point of Sale register system to complete transactions.
Processed credit card payments and counted back change and currency with an accuracy rate.
Processed prescriptions in retail pharmacy workflow and verified patient information.
Prepared medication orders using pharmacy system and labeling procedures.
Assisted pharmacists with prescription filling, dispensing, and medication checks.
Coordinated patient communication for refill requests and pickup questions.
Trained new technicians on pharmacy procedures and store policies.
Maintained stock levels for medications, supplies, and refrigerated products.
Supported compliance with HIPAA, safety rules, and pharmacy regulations.
Teamed with peers, technicians and pharmacists to prioritize and complete orders.
Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.

Master Merchandiser

Driveline Retail Merchandising Services

01.2013 - 12.2017

Executed Driveline Retail Merchandising Services planograms for store reset projects.
Coordinated merchandising projects, inventory management, and store resets while meeting client timelines.
Installed product displays, signage, and promotional materials across retail locations.
Audited shelf sets for pricing, placement, and inventory accuracy.
Communicated store needs with managers and Driveline field teams.
Trained new merchandisers on company standards and store procedures.
Resolved display issues using Driveline merchandising guidelines and store direction.
Participated in trade shows or other industry events to promote company products or services.
Built product displays and placed appropriate signage for merchandise.
Arranged items in favorable positions and areas of the store to attract customers and optimize sales.
Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
Collaborated with company managers regarding product pricing, promotions and markdowns.

Salon Manager

Kee West Hair Studio

03.2009 - 11.2017

Managed daily salon operations at Kee West Hair Studio.
Coordinated scheduling, customer records, staff supervision, and daily operations to ensure smooth salon functionality.
Cultivated strong client relationships through positive engagement, leading to increased repeat business.
Developed a loyal client base through excellent customer service.
Consulted clients on hairstyles, color choices, and beauty services in a salon setting.
Performed haircuts, coloring, highlighting and styling techniques.
Washed, colored, cut and styled hair for high volume of clients daily.
Scheduled appointments and managed client records in busy beauty salon environment.
Advised clients on hair care products and maintenance routines to enhance their overall salon experience.
Sanitized tools, chairs, and stations to maintain safe salon conditions.
Ensured proper sanitation practices were followed at all times.
Ensured salon tools and equipment were clean and properly maintained for client safety.
Attended continuing education classes to stay up-to-date with trends in the industry.
Used curlers, rollers and curling irons to press and curl hair.
Massaged and treated the scalp using hands, fingers or vibrating equipment.
Offered clients a catalog showcasing hairstyle, cut and color options to meet individual preferences.

Education

A. H. Parker High School