Naesha Shelton
Columbia,SC
Summary
Proven leader with a track record of enhancing customer satisfaction by over 20% at Catos Clothing through strategic planning and effective problem-solving. Skilled in team leadership and customer relationship management, adept at resolving conflicts and improving team performance. Demonstrates strong decision-making and organizational skills, ensuring high-quality service delivery and increased customer loyalty.
Overview
10
10
years of professional experience
Work History
Manager
Catos Clothing
01.2022 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Customer Service Representative
Amazon
07.2014 - 01.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Associate Of Applied Business -
Southern New Hampshire University
Hooksett, NHSkills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Management
- Strategic Planning
- Sales management
- Computer Skills
- Decision-Making
- Multitasking
- Problem-Solving
- Multitasking Abilities
- Organizational Skills
- Hiring and Training
- Customer Relationship Management
Timeline
Manager
Catos Clothing
01.2022 - Current
Customer Service Representative
Amazon
07.2014 - 01.2022
Associate Of Applied Business -
Southern New Hampshire University
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