Shai'Briea Floyd- Holloway
Greenville,NC
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Call Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Care Team Lead
Marc Fisher Footwear
Fayetteville, NC
11.2023 - Current
- Monitored team performance against targets, taking corrective action where necessary.
- Provided customer service support via phone or email.
- Assisted with the preparation of reports using MS Word and Excel.
- Participated in team meetings regarding store operations and developments.
- Accepted and processed customer payments and applied toward account balances.
Account Executive
FedEx
Fayetteville, NC
03.2023 - 11.2023
- Attended various company meetings to identify sales opportunities and build relationships.
- Increased profitability within accounts by cross-selling additional shipping products.
- Organized and improved both long selling cycles and short-term shipping revenue opportunities to effectively capture average of $8,000 in quarterly revenue.
- Trained newly hired account executives to fill key positions and maximize productivity.
- Monitored training effectiveness through observation and metrics analysis.
- Kept personal relationships with different large and small business owners through email and phone calls.
- Identified customer needs by asking questions and advising on best solutions and discounts for shipping.
- Documented customer information and activity in customer database.
Sales Associate
Lidl US
Fayetteville, NC
01.2022 - 11.2022
- Helped customers find specific products, answered questions and offered product advice.
- Operated cash register, collected payments and provided accurate change.
- Met merchandise processing standards and maintained organized and accessible work area.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
T-Mobile Tech Expert
Iqor
Fayetteville, NC
11.2021 - 04.2022
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Worked with customer service supervisors to resolve 20+ customer concerns on daily basis.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Supported customers with online billing, access and account issues.
- Greeted customers and asked open-ended questions to best determine which products would meet needs.
Sales Associate
Bath & Body Works
Fayetteville, NC
07.2021 - 01.2022
- Operated cash register, collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Reset store displays for special events and seasonal merchandise changes.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Worked with fellow sales team members to achieve group targets.
Apple Technical/Billing Support Representative
Teleperformance
Fayetteville, NC
02.2021 - 11.2021
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Updated and reconfigured existing and new computers with current software and operating systems.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Responded to 40+ individual tickets every week to provide end-user support on systems and software.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Assessed billing and account issues to determine appropriate troubleshooting methods for remediation.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Sales Representative
Verizon Wireless
Winterville, NC
06.2019 - 12.2021
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Monitored customer order process and addressed customer issues.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Collected payments over the phone.
- Meet with team leader every week to discuss improvements, goals, & metrics.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Used active listening and relationship-building skills to assess customer needs, build rapport and connect with viable solutions.
- Consistently earned top performer out of 17 sales team members for exceeding sales goals.
- Made appointments with interested customers according to schedule availability.
- Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts and procedures.
Insurance Representative
Convergys
Greenville, NC
05.2017 - 06.2018
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Fulfilled requests for title documentation, letters of permission and insurance claims.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Contacted insurance providers to verify insurance information and obtain billing authorization.
- Applied HIPAA privacy and security regulations while handling patient information.
- Oversaw medical coding, charge entry, claims, pharmacy communications and other day-to-day operations of billing department.
- Handled billing for full complement of practice providers.
Education
High School Diploma -
North Pitt High School
Bethel, NC06.2015
Some College (No Degree) -
Pitt Community College
Winterville, NCSkills
- Cash Handling
- Friendly and Outgoing
- Sales Goals Attainment
- Product Recommendations
- Documentation and Recordkeeping
- Order Processing
- Verbal/Written Communication
- Time Management
- Stocking and Receiving
- Product Sales
- Billing and Invoicing
- Microsoft Office
- Attention to Detail
- Customer Service
- Technical Troubleshooting
- Call Center Operations
- Troubleshooting Network Issues
Timeline
Customer Care Team Lead
Marc Fisher Footwear
11.2023 - Current
Account Executive
FedEx
03.2023 - 11.2023
Sales Associate
Lidl US
01.2022 - 11.2022
T-Mobile Tech Expert
Iqor
11.2021 - 04.2022
Sales Associate
Bath & Body Works
07.2021 - 01.2022
Apple Technical/Billing Support Representative
Teleperformance
02.2021 - 11.2021
Sales Representative
Verizon Wireless
06.2019 - 12.2021
Insurance Representative
Convergys
05.2017 - 06.2018
High School Diploma -
North Pitt High School
Some College (No Degree) -
Pitt Community College
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