Jaquayah Shelton
Brooklyn,NY
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Family Dollar
Stony Creek, VA
02.2023 - 08.2023
- Took special orders in person and over telephone, generating additional revenue every month.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Resolved customer complaints promptly and efficiently.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries via phone, email, and chat.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
Key Holder Supervisor
Dollar General
Jarratt, VA
01.2023 - 05.2023
- Recruited, interviewed and trained new key holders.
- Analyzed weekly sales reports to identify trends or issues.
- Asked open-ended questions to learn about customers' needs and escorted to merchandise locations.
- Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
- Handled customer inquiries and complaints with professionalism and patience.
- Managed employee attendance records and monitored adherence to policy.
- Researched out-of-stock items to find additional inventory in other store locations.
- Processed credit card payments and counted back change and currency with accuracy rate.
- Counted and balanced registers.
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Responded promptly to customer inquiries regarding product availability.
- Maintained a safe and secure environment within the store.
- Incorporated product knowledge in sales process to maximize sales, units sold and dollar value of transactions.
- Supervised cashiers during peak hours of operation.
- Partnered with store leadership team to learn and understand management processes and reports.
- Resolved customer complaints in a timely manner.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Used Point of Sale register system to complete transactions.
Package Handler
FedEx
Emporia, VA
10.2017 - 03.2022
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Checked all outgoing shipments to ensure accuracy of contents.
- Loaded completed orders on pallets according to delivery numbers.
- Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
- Stacked boxes onto pallets in an efficient manner.
- Loaded and unloaded delivery vehicles efficiently, ensuring timely distribution of packages.
- Maintained clean and organized work area, adhering to safety standards.
- Followed safety procedures when operating heavy machinery such as forklifts and pallet jacks.
- Labeled parcels accurately according to company guidelines.
- Organized packages according to type, size, destination, and other specifications.
- Scanned and sorted incoming packages by destination and priority, maintaining accuracy.
- Assisted in the training of new package handlers on proper procedures and safety practices.
- Scanned and sorted packages according to destinations and service type using handheld scanner.
- Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
- Utilized handheld devices to track and update package status in real-time.
- Followed company policies and procedures for secure package handling.
- Collaborated with team members to improve workflow and increase productivity.
- Maintained a clean work environment by removing debris from the loading dock area.
- Worked flexible hours, including weekends and holidays, to meet business needs.
- Participated in regular safety meetings and training sessions.
- Monitored package deliveries to ensure timely arrivals at destinations.
- Assisted in training new employees on package handling processes.
- Packed boxes and stock using organizational guidelines.
- Reported any lost or damaged items to supervisors immediately upon discovery.
- Assisted in loading delivery trucks with prepared packages.
- Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
- Sorted packages to appropriate slide, line or belt for final distribution.
- Used scanners to track parcel information, condition or receipt.
Drive-Thru Cashier
McDonald's
Emporia, VA
05.2020 - 01.2021
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Prepared drive-thru station for next shift by refilling napkins, lids and straws at window.
- Operated drive-thru window efficiently to ensure fast order processing times.
- Greeted customers, took orders, and provided product information.
- Verified that orders were accurate and complete before delivering them to customers.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Managed multiple tasks simultaneously while maintaining a high level of efficiency and accuracy.
- Helped keep business clean during downtime by washing and disinfecting kitchen areas.
- Cross-checked orders against invoices to ensure accuracy of delivery shipments received from vendors.
- Greeted customers promptly and responded to questions.
- Adhered to social distancing protocols and wore mask or face shield.
- Maintained work area and kept cash drawer organized.
- Kept work area organized during shifts by properly storing utensils, cleaning tools, ingredients.
- Capitalized on slow periods to restock supplies, clean counters and remove trash.
- Took orders, prepared foods and processed payments in full-service establishment.
- Received payment from customers and made change as needed.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Completed end-of-shift tasks such as counting money in register drawers and reconciling transactions with receipts.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Provided friendly customer service by addressing customer inquiries and resolving complaints in a timely manner.
- Maintained cleanliness of work area throughout shift.
- Worked quickly to document orders, answer questions and process payments, keeping high-volume line moving and maintaining high customer satisfaction.
- Prepared drinks, ice cream and other special items to complete food orders.
- Replenished supplies such as napkins, straws, condiments, trays throughout shift.
- Followed all safety protocols while operating restaurant equipment like fryers or grills.
- Checked headsets and replaced batteries prior to rush periods to maintain readiness.
- Restocked inventory when necessary to maintain sufficient levels at the front counter area.
- Offered customers carry-out service at completion of transaction.
- Followed store policies and procedures in regards to cleaning and sanitizing.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Welcomed customers, offering assistance to help find store items.
- Performed opening duties such as setting up registers with required supplies for shift operations.
- Answered customers' questions and provided information on store procedures or policies.
- Completed opening, closing and shift change tasks by following company guidelines.
- Prepared food items according to company standards for quality and presentation.
- Counted and balanced cashier drawers.
- Processed payments using cash register, debit and credit card terminals, and other point of sale equipment.
- Processed customer payments quickly and returned exact change and receipts.
- Greeted patrons, speaking clearly to take orders and give details about food items.
- Kept drive-thru station well-stocked and organized to meet customer needs.
- Worked nights, weekends, and holidays, and maintained calm, pleasant demeanor.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
Education
Associate of Science - Legal Studies
Post University
Waterbury, CT01-2027
High School Diploma -
Greensville County High School
Emporia, VA06-2010
Skills
- Order processing
- Grammar
- Refunds processing
- Customer consulting
- Call center procedures
- Time management
- Stock management
- Retail sales customer service
- Microsoft outlook
- Retail store support
Timeline
Customer Service Representative
Family Dollar
02.2023 - 08.2023
Key Holder Supervisor
Dollar General
01.2023 - 05.2023
Drive-Thru Cashier
McDonald's
05.2020 - 01.2021
Package Handler
FedEx
10.2017 - 03.2022
Associate of Science - Legal Studies
Post University
High School Diploma -
Greensville County High School