Lancene Shaw
Queens,NY
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
7
7
years of professional experience
Work History
Server
The Door Restaurant
06.2023 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Customer Service Representative
Ibex Global Solutions
09.2019 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Research Analyst
Berger Paints
07.2017 - 08.2019
- Prepared detailed reports summarizing research findings and recommendations for further action.
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
- Collaborated with cross-functional teams to generate relevant insights from diverse datasets.
- Streamlined internal workflows by automating data collection, analysis, and reporting tasks.
- Created and maintained database to store research data.
- Analyzed large volume of data to identify patterns, trends and correlations.
Education
High School Diploma -
Holy Childhood High
Kingston Jamaica06-2018
Skills
- Strong work ethic
- Exceptional customer service
- Guest engagement
- Data entry
- Active listening
- Call center experience
- Strong analytical skills
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Server
The Door Restaurant
06.2023 - Current
Customer Service Representative
Ibex Global Solutions
09.2019 - 06.2021
Research Analyst
Berger Paints
07.2017 - 08.2019
High School Diploma -
Holy Childhood High
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