Laila Shaheen
Brooklyn,NY
Summary
Goal-driven Service Manager offering over 3 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
8
8
years of professional experience
Work History
Service Manager
Sammy Martinez StateFarm Insurance Agency
Brooklyn, NY
04.2022 - Current
- Resolved customer complaints in a timely manner.
- Trained new employees on the use of customer relationship management software systems.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Resolved customer complaints quickly and effectively.
Assistant Store Manager
US Polo Assn
Staten Island, NY
06.2021 - 08.2021
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Analyzed and interpreted store trends to facilitate planning.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
Sales Associate
Telco Stores
Staten Island, NY
09.2020 - 05.2021
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
Project Worker
Sanofi Pasteur
Swiftwater, PA
03.2020 - 05.2021
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Assistant Manager
J.Crew
Tannersville, PA
10.2018 - 10.2020
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
Assistant Manager
Harry And David
Tannersville, PA
10.2017 - 08.2018
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
Retail Associate
Camelback Lodge
Tannersville, PA
02.2017 - 10.2017
- Supported loss prevention goals by monitoring shopper behavior.
- Maintained clean sales floor and straightened and faced merchandise.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Circulated assigned areas of sales floor to identify customer service opportunities and coordinate display maintenance.
Sales Associate
Bon-Ton
Stroudsburg , PA
12.2015 - 02.2017
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
Education
Associate of Arts - Criminal Justice
Kingsborough Community College of The City University of New York
Brooklyn, NY05-2025
High School Diploma -
Pocono Mountain East High School
Swiftwater, PA06.2018
Skills
- Customer Service Management
- Employee Training and Development
- Work Planning and Prioritization
- Customer Service
- Service Documentation
- Shift Scheduling
- Relationship Building
Life Accident and Health Insurance Agent/Broker
- Licensed in the State of New York, New Jersey and Pennsylvania
Property and Casualty Insurance Agent/Broker
- Licensed in the State of New York, New Jersey and Pennsylvania
Timeline
Service Manager
Sammy Martinez StateFarm Insurance Agency
04.2022 - Current
Assistant Store Manager
US Polo Assn
06.2021 - 08.2021
Sales Associate
Telco Stores
09.2020 - 05.2021
Project Worker
Sanofi Pasteur
03.2020 - 05.2021
Assistant Manager
J.Crew
10.2018 - 10.2020
Assistant Manager
Harry And David
10.2017 - 08.2018
Retail Associate
Camelback Lodge
02.2017 - 10.2017
Sales Associate
Bon-Ton
12.2015 - 02.2017
Associate of Arts - Criminal Justice
Kingsborough Community College of The City University of New York
High School Diploma -
Pocono Mountain East High School
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