Larrica Shields
Houston
Summary
Versatile professional with a proven track record in roles ranging from Truck Driver at Quality Drive Away to Quality Analyst at Concentrix. Excelled in enhancing customer satisfaction and streamlining operations through meticulous data analysis and quality improvement. Skilled in relationship building and problem resolution, demonstrating a strong work ethic and self-motivation across diverse settings.
Overview
10
10
years of professional experience
Work History
Truck Driver
Quality Drive Away
03.2021 - Current
- Operated with safety and skill to avoid accidents and delays.
- Maintained a clean driving record while adhering to company policies and federal regulations for transportation safety.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Enhanced customer satisfaction by maintaining open communication with clients during pickups and deliveries.
Tax Preparer
Shields Tax Service
01.2021 - Current
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Analyzed financial records to verify accuracy of tax returns.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Increased client satisfaction by providing accurate and timely tax preparation services.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
Customer Service Representative
Amazon
07.2020 - 05.2023
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Quality Analyst
Concentrix
02.2018 - 05.2020
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
Store Manager
Ralston
10.2014 - 01.2017
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Education
High School Diploma -
Jack Yates High School
Houston, TX06-1998
Skills
- Safe driving
- Strong work ethic
- Self-motivation and discipline
- Safe driving practices
- Quality improvement
- Quality processes
- Data analysis
- Data validation
- Training implementation
- Document preparation
- Local, state, and federal tax returns
- Relationship building
- Active listening
- Critical thinking
- Data entry
- Problem resolution
Timeline
Truck Driver
Quality Drive Away
03.2021 - Current
Tax Preparer
Shields Tax Service
01.2021 - Current
Customer Service Representative
Amazon
07.2020 - 05.2023
Quality Analyst
Concentrix
02.2018 - 05.2020
Store Manager
Ralston
10.2014 - 01.2017
High School Diploma -
Jack Yates High School
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