Oneshia Andrew
Birmingham
Summary
Experienced in leadership, organization, and customer service, with a proven ability to effectively manage tasks and projects. Passionate about delivering exceptional results and thriving in collaborative environments. Diverse skill set and dedication to excellence guarantee a valuable contribution to your team.
Overview
11
11
years of professional experience
Work History
GS-8 Customer Service Representative
Social Security Administration
07.2020 - Current
- Handled high volumes of inbound calls efficiently and effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the company.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
Shift Supervisor
Starbucks
09.2013 - Current
- Ensured compliance with store operational guidelines and quality benchmarks.
- Maintained superior customer service, enhancing the overall Starbucks atmosphere.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Displayed strong problem-solving abilities when addressing customer complaints or concerns promptly while maintaining professionalism at all times.
Education
Integrated Studies
Jacksonville State University
Jacksonville, ALSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
Timeline
GS-8 Customer Service Representative
Social Security Administration
07.2020 - Current
Shift Supervisor
Starbucks
09.2013 - Current
Integrated Studies
Jacksonville State University
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