Khadija Stephens
Newark,NJ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
OTG Manager
Newark, NJ
11.2021 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Run multiple shifts mornings and nights
- Delegating tasks to staff members with an array of four different positions.
- Handle weekly and monthly inventory.
- Lead daily meetings with my staff members.
- Handling high-volume customer service requests daily.
- Supervise the upkeep and staffing of multiple store locations.
- Meet deadlines, with great written and oral communication skills.
- Able to help out with any position when needed.
- Make product orders for multiple locations within the company.
- Orchestrate store resets/ store openings and closings.
Send store reports to colleagues and or higher up managers. - Help up sale items through product placement and customer service skills
- Merchandiser, Cashier and beverage porter are all of the different positions that I am in
leadership over.
Janitorial Worker
ABM Cleaning Service
Newark, NJ
09.2020 - 11.2021
- Clean cafeteria and restock drinks, condiments, utensils, clean tables and maintain the whole cafeteria area
- Remove trash and clean trash can
- Clean office desk , chairs, door handles and staircase railing.
- Making sure the chemicals i am using is at the correct PPM.
- Clean and sterilize dishes /utensils.
- Reported interior and exterior maintenance needs to managers.
- Operated industrial cleaning equipment to quickly complete custodial tasks.
- Kept building interiors appealing with routine deep cleaning of high-traffic areas.
Customer Service Supervisor
OTG Management Inc.
Newark, NJ
02.2017 - 04.2020
- Run multiple shifts mornings and nights
- Delegating tasks to staff members with an array of four different positions
- Handling high-volume customer service requests daily
- Supervise the upkeep and staffing of multiple store locations
- Meet deadlines, with great written and oral communication skills
- Able to help out with any position when needed
- Evaluated and authenticated returns, exchanges and voids.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Merchandiser
OTG Management Inc.
Newark, NJ
11.2015 - 02.2017
- Stocked retail merchandise
- Organized products for multiple locations
- Provided excellent customer service
- Made product orders based on customer demand
- Followed flow charts and planograms.
- Gave directions to new staff members and got them familiar with merchandise
- Built product displays and placed appropriate signage for merchandise.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Communicated and coordinated planogram execution with store management.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
Security Agent
Global Security,
Newark, NJ
- Provided customer service for passengers and visitors to airport, directing people to correct locations
- Kept documents in a log sheet
- Conducted physical security search
- Kept track of flow of operations using military time
- Carried consistent and continuous observation for any suspicious activity
- Served as liaison between multiple international airlines within the airport
- Reported lost items
- Checked IDs for airport employees, including pilots and airline crew members
- Reported safety hazards for remediation response.
- Addressed problems quickly and reported clear information while working under minimal supervision.
Education
High School Diploma -
Malcolm X Shabazz High School
Newark, NJ06.2010
Some College (No Degree) - Entrepreneurship
Berkeley College
Newark, NJSkills
- Talent Development
- Complaint Resolution
- Quality Assurance
- Audit Support
- Staff Training
- Verbal and Written Communication
- Customer Service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Manager
OTG Manager
11.2021 - Current
Janitorial Worker
ABM Cleaning Service
09.2020 - 11.2021
Customer Service Supervisor
OTG Management Inc.
02.2017 - 04.2020
Merchandiser
OTG Management Inc.
11.2015 - 02.2017
Security Agent
Global Security,
High School Diploma -
Malcolm X Shabazz High School
Some College (No Degree) - Entrepreneurship
Berkeley College
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