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
2022.04 - 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
2021.06 - 2021.08
- 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
2020.09 - 2021.05
- 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
2020.03 - 2021.05
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Assistant Manager
J.Crew
Tannersville , PA
2018.10 - 2020.10
- 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
2017.10 - 2018.08
- 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
2017.02 - 2017.10
- 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
2015.12 - 2017.02
- 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, NY2025-05
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
2022.04 - Current
Assistant Store Manager
US Polo Assn
2021.06 - 2021.08
Sales Associate
Telco Stores
2020.09 - 2021.05
Project Worker
Sanofi Pasteur
2020.03 - 2021.05
Assistant Manager
J.Crew
2018.10 - 2020.10
Assistant Manager
Harry And David
2017.10 - 2018.08
Retail Associate
Camelback Lodge
2017.02 - 2017.10
Sales Associate
Bon-Ton
2015.12 - 2017.02
Associate of Arts - Criminal Justice
Kingsborough Community College of The City University of New York
High School Diploma -
Pocono Mountain East High School
Similar Profiles
Shehab AlyShehab Aly
Senior Sales Specialist at Sammy Martinez Statefarm Insurance AgencySenior Sales Specialist at Sammy Martinez Statefarm Insurance Agency
Marci SorethMarci Soreth
Insurance Representative at Russell Penning Agency StateFarm InsuranceInsurance Representative at Russell Penning Agency StateFarm Insurance
Nicolai MendezNicolai Mendez
Insurance Sales Representative at SAMMY MARTINEZInsurance Sales Representative at SAMMY MARTINEZ