quaneshia walker
Davenport,FL
Summary
With a proven track record at FedEx, I excel in enhancing customer satisfaction and streamlining operations. My expertise in Microsoft Office Suite and exceptional problem-solving abilities have consistently driven positive outcomes. Recognized for superior performance, I adeptly balance technical support with active listening to elevate client relations and operational efficiency.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
WellCare
Lakeland, FL
11.2021 - 02.2024
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and team productivity by promoting operational best practices.
- Created and maintained detailed database to develop promotional sales.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
Warehouse Supervisor
Krogers
Hiram, GA
04.2018 - 11.2021
- Supervised warehouse operations by managing employees during shifts.
- Oversaw daily operations and shipping and handling processes.
- Supervised shipping and receiving, distribution and workplace safety.
- Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
- Supervised shipping and handling operations.
- Monitored adherence to safety protocols and company policies by staying attentive to details.
- Used warehouse management software to reconcile daily inventory.
- Increased accuracy in order fulfillment with thorough quality control checks before shipping orders.
- Supported production workers in meeting goals without compromising safety and compliance.
- Handled employee concerns promptly and effectively while maintaining open lines of communication amongst team members.
- Oversaw inventory control levels and verified compliance with storage and organization processes.
- Managed merchandise inventory transactions.
- Enhanced employee productivity through effective training programs and performance evaluations.
- Mentored junior staff members to develop their skills in warehousing operations, fostering a supportive work environment for professional growth.
- Conducted regular inventory audits to identify discrepancies in stock counts while implementing corrective measures as needed.
- Completed daily operations on time and maintained high standards of accuracy.
Supervisor
Toys R Us
Atlanta Georgia
10.2014 - 12.2018
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Observed packing operations to verify conformance to specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Collected, arranged, and input information into database system.
- Frequently inspected production area to verify proper equipment operation.
- Gathered, organized and input information into digital database.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Maintained database systems to track and analyze operational data.
- Developed effective improvement plans in alignment with goals and specifications.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Created and managed project plans, timelines and budgets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
Customer Service Representative
FedEx
Orlando, FL
09.2011 - 05.2016
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Sought ways to improve processes and services provided.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- 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.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Lost and Found Customer Service
Florida Hospital
Orlando, FL
01.2006 - 08.2009
- Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Set and achieved company defined sales goals.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
- Trained new employees on customer service, money handling and organizing strategies.
Education
High School Diploma -
Edgewater Highschool
Orlando, FL05.2007
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Team Development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Staff Training
- Building rapport
- Technical Support
- Live chat support
- Dispute Resolution
- Customer Education
- Product Sales
- Assertiveness
- Staff education and training
- Retail store support
- Stock management
Timeline
Customer Service Representative
WellCare
11.2021 - 02.2024
Warehouse Supervisor
Krogers
04.2018 - 11.2021
Supervisor
Toys R Us
10.2014 - 12.2018
Customer Service Representative
FedEx
09.2011 - 05.2016
Lost and Found Customer Service
Florida Hospital
01.2006 - 08.2009
High School Diploma -
Edgewater Highschool