Ilesha Shiver
Dothan,AL
Summary
Highly dedicated Customer Service Representative with over 20 years of experience in client interface. Driven to ensure customer satisfaction and drive company success. Excels in delivering exceptional customer service and resolving issues efficiently. Passionate about providing top-notch support, resulting in positive customer feedback and repeat business.
Overview
30
30
years of professional experience
Work History
ITeam Brand Advocate
Crossmark Merchandising
09.2013 - Current
- Worked independently to make sure all clients were full of product and set to MOD
- Followed all requirements to keep my percentage number at or above all expected KPI levels.
- Developed in-depth product knowledge to enhance customer interactions and support sales.
- Increased customer loyalty with personalized recommendations and solutions.
- Connected with potential customers, building brand recognition and trust.
- Educated customers on product benefits to drive purchasing decisions.
- Enhanced customer experience by providing exceptional service and product insights.
- Strengthened brand loyalty, connecting with consumers through personalized interactions.
- Worked 60-75 stores a month
- Answered calls and responded to emails daily.
- Trained new hires in person and over the phone for any follow-up issues.
Sales Floor Lead
Walgreen's
08.2012 - 09.2013
- Oversaw the day to day issues of the sales floor to include but not limited too all media pickups and deposits, answering the phone, helping customers on the sales floor, working all new freight, opening and or closing of the cash office and registers, and anything the managers may need done. Oversaw 5-15 team members a day.
3rd Key Manage
Kirkland's
04.2012 - 08.2012
- Oversaw day to day aspects to include opening and or closing, handling all deposits for the day, setting any sales signs or price changes, and overseeing the 2-3 other employees scheduled.
- Oversaw unloading of weekly deliveries to include removing it from the truck and getting it put where it goes
Customer Service Manager
Bruno's
04.1995 - 05.2011
- Oversaw all aspects of the front end to include the registers, customer service counter, and cash office
- This included 15-20 employees total
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Worked with all cashiers to get their scan times to 10% or less
- Interviewed and hired new Cashiers and Clerks to include all HR paperwork.
- Trained or oversaw the training of new Front end people and Office clerks
- Handled Accounts Receiving and Accounts Payable, and was cross trained to help in other areas like pricing and receiving
Education
High school diploma or GED - undefined
Northview High School
Dothan, AL06.1995
Skills
- Customer Service
- Mobile devices
- Adherence to high customer service standards
- Customer focused
- Operating systems
- Microsoft Office (5 years)
- Training and coaching
- Problem-solving
- Time management
Languages
English
Native or Bilingual
Timeline
ITeam Brand Advocate
Crossmark Merchandising
09.2013 - Current
Sales Floor Lead
Walgreen's
08.2012 - 09.2013
3rd Key Manage
Kirkland's
04.2012 - 08.2012
Customer Service Manager
Bruno's
04.1995 - 05.2011
High school diploma or GED - undefined
Northview High School
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