SHAWN R JOHNSON-ADELEKE
HOUSTON,TX
Summary
Proven leader in customer service management, I excel in performance evaluations and complaint resolution, significantly enhancing team productivity at Walmart. Skilled in Microsoft Excel and adept at relationship building, my approach boosts employee engagement and customer satisfaction. Expert in leveraging data analysis and constructive feedback to drive success, achieving over a 20% increase in team efficiency.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Walmart
Houston, TX
06.2019 - 07.2024
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Implemented programs designed to increase employee engagement within the team.
- Monitored phone calls to promote better service and provide feedback.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Interpreted and explained work procedures and policies to brief staff.
- Monitored phone calls to provide feedback and coaching.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
Sales Representative/Cashier
Salata Catering
Houston, TX
10.2016 - 05.2019
- Identified customer needs by asking questions and advising on best solutions.
- Coordinated with other departments to ensure timely delivery of orders.
- Conducted market research to identify selling possibilities and evaluate customer needs.
- Prepared and delivered appropriate presentations on products and services.
- Greeted and assisted customers to foster positive experiences.
- Analyzed customer feedback to improve products and services.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Recruited, hired and trained new hires to optimize profitability.
- Managed inventory levels by ordering sufficient stock for each account.
Customer Service Representative
Halmark A/C and Heating
Houston, TX
05.2010 - 09.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided accurate information about products and services to customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Answered customer inquiries via phone, email, and chat.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Education
Associate of Science - Culinary Art Catering
Houston Community College
Houston, TX01-2015
Skills
- Employee schedule management
- Complaint resolution
- Performance evaluations
- Records management
- Proficient in Microsoft and Excel
- Data analysis
- Relationship building
- Customer service
- Positive and constructive feedback
Timeline
Customer Service Supervisor
Walmart
06.2019 - 07.2024
Sales Representative/Cashier
Salata Catering
10.2016 - 05.2019
Customer Service Representative
Halmark A/C and Heating
05.2010 - 09.2016
Associate of Science - Culinary Art Catering
Houston Community College
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