Excel
LaToya Shaffer-Nance
Customer Service Representative
Saltillo,MS
Summary
Dependable worker dedicated to completing projects on time and surpassing quality expectations. Skillfully uses variety of tools and machinery for addressing unique installation and repair requirements. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Painter and Laborer
MTD Products Inc.
Verona, NY
02.2007 - Current
- Used sandpaper, scrapers, grinders, and steel wool to smooth surfaces.
- Applied primers or sealers to prepare new surfaces such as bare wood or metal, for finish coats.
- Used sandpaper to scrape walls and other surfaces to remove old paint.
- Used brushes, spray guns and paint rollers to paint surfaces.
- Selected premixed paints or mixed required portions of pigment, oil and thinning and drying substances to prepare paint to match specified colors.
- Read blueprints and instructions and examined surfaces to determine kind and amount of work necessary for each project.
- Calculated amounts of required materials and approximate time to complete each project to estimate project costs.
- Monitored and adjusted painting techniques for optimal results.
- Followed safety protocols and used protective equipment during painting projects to minimize risk.
- Mixed, matched and blended colors to produce desired effects.
- Mixed paint, varnish, shellac and lacquer to desired consistencies.
- Trained new staff on initial setup routines and continual work monitoring procedures.
- Followed safety procedures and properly used protective gear while painting.
- Prepared surfaces for painting or staining by removing old paint and applying primers.
- Taped off areas to prevent overspray and other accidents.
- Utilized brushes and rollers to create various textures.
- Performed regular preventive maintenance on tools and equipment to support best quality of work.
- Calculated accurate amounts of materials and estimated time for planned jobs.
- Conducted final work check to assess quality and make corrections if necessary.
Customer Service Administrator
Sears Roebuck
Tupelo, MS
09.2017 - 01.2019
- Researched issues with shipments, product damage and incorrect product amounts.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Pitched in to answer phones at main switchboard with 10 lines.
- Coordinated product shipments with correct freight company.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Updated customer service database with new information, address changes and contact details.
- Immediately brought critical issues to customer service manager for resolution.
- Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Interceded between employees during arguments and diffused tense situations.
- Completed bi-weekly payroll for 40 employees.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Kept high average of performance evaluations.
Customer Service Administrator
Fred's Dollar Store
West Point, MS
03.2015 - 09.2017
- Researched issues with shipments, product damage and incorrect product amounts.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Tasked with data entry, records oversight and issue resolution for team of 10 customer service personnel.
- Pitched in to answer phones at main switchboard with 6 lines.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Updated customer service database with new information, address changes and contact details.
- Immediately brought critical issues to customer service manager for resolution.
- Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Monitored front areas so that questions could be promptly addressed.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed bi-weekly payroll for 20 employees.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Kept high average of performance evaluations.
Cashier Supervisor
C's Place
Prairie, MS
06.1999 - 02.2007
- Built positive relationships with customers to increase repeat business.
- Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support.
- Quickly and accurately counted drawers at start and end of each shift.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Replenished checkout lines with printer paper and change throughout shifts to prevent any customer service delays.
- Verified accuracy of daily cashier batches by checking receipts, checks and cash.
- Drove staff to exceed promotional objectives by motivating closings through contests and other motivational strategies.
- Monitored areas for security issues and safety hazards.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
Education
Office Management
West Point High School
West Point, MS 08.1994 - 05.1999
Associate of Applied Science - Emergency Medical Technician
Itawamba Community College
Fulton, MS 08.2019 - 05.2020
Skills
High-end residential work
Paint mixing
NACE coating requirements
Blast and paint equipment servicing
Sprayer experience
Safety awareness
Respirator use
Organization and Time Management
Excellent Communication
Teamwork and Collaboration
Problem-Solving
Clerical Support
Self-Motivated
PPE Compliance
Software
Microsoft Office
Word
Powerpoint
Certification
Licensed Life Insurance Agent- November 11, 2021
Timeline
Licensed Life Insurance Agent- November 11, 2021
11-2021
Emergency Vehicle Certification-June 28, 2020
06-2020
Associate of Applied Science - Emergency Medical Technician
Itawamba Community College
08.2019 - 05.2020
Customer Service Administrator
Sears Roebuck
09.2017 - 01.2019
Customer Service Administrator
Fred's Dollar Store
03.2015 - 09.2017
Painter and Laborer
MTD Products Inc.
02.2007 - Current
Cashier Supervisor
C's Place
06.1999 - 02.2007
Office Management
West Point High School
08.1994 - 05.1999