Qwasif Shabazz-Cidone
Reading
Summary
Every day, I'm committed to exceeding production goals and maximizing customer satisfaction. Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the business and task at hand. Overall morale and productivity are boosted by experience in policy development and staff management procedures. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Task, Motivated to learn, grow and excel. Professional with strong troubleshooting skills and a strong focus on the workplace. Recognized on a regular basis for outstanding performance and contributions to the industry's success. Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
Overview
7
7
years of professional experience
Work History
Contact Center Advisor
Visions Federal Credit Union
04.2023 - Current
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Managed high-volume call flow while maintaining composure and professionalism.
- Trained new team members on best practices and company policies to enhance service quality.
- Implemented process improvements that increased response times and customer satisfaction scores.
- Analyzed feedback trends to identify areas for service enhancement and operational efficiency.
- Recognized by management as a top performer in both service quality and productivity, receiving multiple performance awards.
- Contributed to team success by consistently achieving individual performance goals and targets.
- Achieved high customer satisfaction ratings, effectively addressing concerns and providing appropriate solutions.
- Collaborated with team members to share best practices, optimizing overall contact center performance.
- Analyzed call metrics data regularly identifying areas for improvement in individual performance or overall team effectiveness.
- Participated in ongoing professional development opportunities to increase expertise in industry trends and technologies.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Fc Fulfillment
Amazon TEN1
01.2022 - 04.2023
- Kept my work areas tidy and clean to promote optimal productivity and safety standards.
- Labeled boxes, crates, and containers with accurate order information, destinations, and codes to reduce shipping errors.
- Looked over printed tickets or digital orders for item numbers and locations of merchandise.
- Used equipment like pallet jacks and hand trucks to move heavy boxes.
- Placed packed boxes on conveyor belts to be transported to shipping stations.
- Carefully packed products in appropriate-sized boxes to avoid shifting and damage during transportation.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Independent Contractor
Primerica
06.2020 - 09.2021
- By implementing best practices and using critical thinking skills to find the best solutions, I was able to handle all issues with relative ease.
- Entered data into the Software system, including payments, account information, and call logs.
- Interacted with employees in order to demonstrate high standards and effectively resolve issues.
- Conducted interviews, hired, and trained new employees.
- Met with customers to assess their needs and make recommendations for the best Product or Service solutions.
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
Freight Flow Manager
DICK'S Sporting Goods
02.2018 - 07.2020
- Dealt with internal and customer-related issues and influenced strategic decisions every day.
- Met with each associate to set monthly sales goals that were realistic.
- Upheld internal standards and productivity goals to meet targets.
- Improved the overall efficiency and productivity of the team.
- Cross-trained in every store role to maximize operational knowledge.
- Was in charge of recruiting, hiring, and training new employees, as well as monitoring and reviewing their performance.
- Was in charge of supervising and training customer service team members in order to ensure that they provided exceptional service, which increased retention and satisfaction.
- Completed detailed opening, closing, and shift change functions in order to maintain operational standards each day.
acid fill
East Penn Manufacturing
01.2018 - 07.2018
- Inspected products and machines to maintain quality and efficiency.
- Performed functional and quality testing on products and subassemblies, as well as troubleshooting issues with equipment, devices, and products.
- Assisted machine operators with the setup and operation of production equipment, which resulted in more efficient runs.
- Calibrated machines to ensure that required productivity levels and quality standards were met.
Education
High School -
Milton Hershey School Admissions Office
Hershey, PA01.2016
Some college (No degree) - Criminal Justice, Information Systems
Reading Area Community College
Reading, PASkills
- Team management
- Organization
- Customer service
- Team building
- Problem resolution
- Process improvement
- Problem-solving skills
- Verbal and written communication
- Call center customer service
- Product knowledge
- Professional phone voice
- Multitasking
- Computer skills
- Calm under pressure
- Decision-making
Timeline
Contact Center Advisor
Visions Federal Credit Union
04.2023 - Current
Fc Fulfillment
Amazon TEN1
01.2022 - 04.2023
Independent Contractor
Primerica
06.2020 - 09.2021
Freight Flow Manager
DICK'S Sporting Goods
02.2018 - 07.2020
acid fill
East Penn Manufacturing
01.2018 - 07.2018
High School -
Milton Hershey School Admissions Office
Some college (No degree) - Criminal Justice, Information Systems
Reading Area Community College
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