Rashawna Addison
Reston,VA
Summary
Dynamic customer support professional with a proven track record of delivering high-quality service and enhancing client satisfaction through efficient issue resolution. Recognized for strong collaboration skills, thriving in both team-oriented and independent settings while adapting seamlessly to evolving demands. Expertise in communication, problem-solving, and leveraging CRM software to achieve impactful results, consistently meeting high performance standards. Additionally, foundational experience in light technical support contributes to a well-rounded skill set that fosters positive customer relationships.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Automotive Detailer
Enterprise Holdings
02.2022 - 12.2023
- Conducted thorough vehicle cleaning, including exterior washes and interior detailing to enhance presentation quality.
- Utilized advanced cleaning equipment and chemicals to ensure optimal results on various vehicle surfaces.
- Inspected vehicles for cleanliness standards and identified areas needing additional attention or repairs.
- Collaborated with team members to streamline detailing processes, reducing turnaround time for vehicle readiness.
- Trained new staff on proper detailing techniques and safety protocols to maintain high service standards.
- Developed effective workflows that improved overall efficiency in the detailing department, enhancing customer satisfaction levels.
- Maintained inventory of cleaning supplies and equipment, ensuring availability for efficient operations.
- Exceeded performance expectations while working efficiently under pressure during peak business hours or tight deadlines.
- Travel to local branches to pick up vehicles for home-branch, deliver vehicles to auto shops for repair/service as needed. Pick up and drop customers off to their destination with-in A certain radius. Maintain cleanliness of work garage. Train new hires.
Call Screener/Taker
Fairfax County Health Department Emergency Operations COVID-19 Vaccine Call Center
Fairfax, VA
12.2020 - 07.2021
- Answered incoming calls at an extremely busy call center from residents seeking appointments for COVID-19 vaccines. Residents requested assistance with registration, vaccine eligibility screening, securing an appointment and with updates to their personal information. This work entailed mastery of several applications, including MS Teams, MS Dynamics and a DIT scheduler, which required switching multiple screens in a timely manner. Calls averaged 160 an hour and over 6000 a day, with an average call time of 15 minutes.
- Because of the pandemic, working with residents required excellent customer service skills, first, to determine what was the client need and second, to find solutions for the caller and required in depth knowledge about available vaccines, side-effects, and vaccine dosing intervals as well as available county resources such as transportation options. While it was not always possible to solve all callers’ problems, I was able to maintain a positive, professional approach with callers, even under difficult circumstances.
Customer Support Tier II /Tech Support
Vector Security
04.2018 - 11.2019
- Light tech work: Assist customers with security cameras, walking through steps to reset security panel, and cameras, assist with knowledge on how to operate the application that works in conjunction with the system, direct calls to proper department, take payment information, process payments, assist with billing questions and concerns, create security insurance forms, credit off accounts as needed for corporate, resolve complaints and issues, create work orders and tickets, assist techs in making sure panels are communicating with the alarm monitoring center and applications, assist Techs in finding a solution to have equipment and system running correctly.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Dispatching third party company technicians to customers homes and/or businesses. Scan, fax documents, mail out copies of certificates to the clients.
- Monitored performance metrics to ensure adherence to quality standards and operational goals.
- Developed strong relationships with clients and business partners, resulting in repeat business and positive feedback.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Collaborated with cross-functional teams to address complex customer issues efficiently.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Customer Service/Scheduling Specialist Tier II
Advanced Healthcare Services
Northern VA
02.2016 - 12.2018
- Liaison between major insurance providers and Advanced Health members.
- Coordinated scheduling for patient appointments, optimizing resource allocation across multiple service lines.
- Collaborated with healthcare providers to streamline scheduling processes, enhancing operational efficiency.
- Managed calendar systems to minimize conflicts and maximize provider availability for patient care.
- Trained new staff on scheduling protocols and best practices, fostering a knowledgeable team environment.
- Established a strong rapport with customers by demonstrating genuine concern for their needs and consistently providing personalized assistance.
- Assisted customers with special requests and last-minute changes, maintaining flexibility and adaptability under pressure.
- Adapted quickly to evolving business needs by staying current with industry trends and best practices in customer service scheduling.
- Enhanced customer satisfaction by efficiently managing scheduling requests and promptly addressing concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Store Manager
Lids
Northern Virginia
05.2013 - 05.2015
- Led team to achieve sales targets through strategic merchandising and promotional planning.
- Streamlined inventory management processes, enhancing stock accuracy and reducing shrinkage.
- Trained and developed staff on customer service excellence and product knowledge initiatives.
- Implemented operational improvements that increased store efficiency and enhanced customer experience.
- Fostered a positive work environment by promoting teamwork and recognizing individual contributions.
- Managed compliance with company policies, ensuring adherence to safety standards and operational guidelines.
- Coordinated scheduling and staffing needs to maintain optimal coverage during peak business hours.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Cashier Assistant/Stock (Seasonal)
Costco Wholesale
Northern VA
11.2012 - 01.2013
- Collaborated with team members to maintain organized checkout areas and stock levels.
- Monitored inventory levels at point-of-sale, facilitating timely replenishment of popular items.
- Met customer needs through polite, friendly and attentive service.
- Maintained a clean and safe workspace, ensuring proper sanitation protocols were followed.
- Worked with other associates to support cashiers and management needs.
- Demonstrated flexibility by working various shifts including weekends, holidays or evenings when required.
- Bagged items securely to minimize breakages and reduce losses.
- Assisted with restocking shelves and inventory management to keep the store well-stocked and appealing to customers.
Overnight Warehouse Stocker
Target
Northern Virginia
03.2011 - 10.2012
- Responsible product inventory and restocking, locating products using PDA device, and assisting sales team by pulling requested stock to the floor.
- Operated forklifts and pallet jacks to efficiently move inventory across warehouse floors.
- Coordinated stock organization and layout to optimize space utilization and accessibility.
- Trained new employees on safety protocols and operational procedures for warehouse activities.
- Conducted regular quality checks on received merchandise to maintain product standards.
- Implemented process improvements that enhanced efficiency in stock retrieval and packing workflows.
- Collaborated with team members to streamline shipping operations and reduce delays.
- Maintained accurate records of inventory movements using warehouse management systems.
- Enhanced warehouse safety by regularly inspecting equipment and conducting safety training sessions.
- Supported a positive work environment by fostering strong teamwork among staff members and addressing concerns promptly.
- Stocked designated items on shelves, end caps and displays.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Stocked shelves to match planogram images and instructions.
Doorman
Las Vegas restaurant
Northern Virginia
10.2010 - 06.2011
- Responsible for ensuring the safety of patrons and staff to include validating age requirements of patrons, requiring knowledge of local laws for legal alcohol consumption and ensuring that these laws were strictly followed. I also provided safe escort for staff to their personal vehicles after hours.
- Greeted and welcomed guests, ensuring a positive first impression upon arrival.
- Monitored entrance area for safety, addressing any issues promptly to maintain security.
- Assisted with guest inquiries, providing information about restaurant services and local attractions.
- Oversaw guest entry process during busy hours, ensuring efficient management of crowd sizes.
- Enhanced building security by vigilantly monitoring entrance and exit points.
- Secured doorways to maintain customer and employee safety and uphold company policies and procedures.
- Assisted in emergency situations, promptly contacting appropriate authorities when necessary.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Secured premises and personnel by patrolling property
Education
GED -
Fairfax County
06.2008
Skills
- Effective in providing customer support both in person and via phone
- Adept at efficient data entry
- Rapid learning ability
- Comfortable using MS Outlook, MS Excel, MS Teams and Oracle
- Customer-focused technical assistance
- Problem-solving
- CRM software
- Conflict resolution
- Ticket management
- Quality assurance
- Active listening
- Product knowledge
- Appointment scheduling
- Payment processing
- Time management
- Empathy and patience
- Adaptability and flexibility
- Account administration
- Call center operations
- Organizational skills
- Customer service expert
Certification
Driver's License
Timeline
Automotive Detailer
Enterprise Holdings
02.2022 - 12.2023
Call Screener/Taker
Fairfax County Health Department Emergency Operations COVID-19 Vaccine Call Center
12.2020 - 07.2021
Customer Support Tier II /Tech Support
Vector Security
04.2018 - 11.2019
Customer Service/Scheduling Specialist Tier II
Advanced Healthcare Services
02.2016 - 12.2018
Store Manager
Lids
05.2013 - 05.2015
Cashier Assistant/Stock (Seasonal)
Costco Wholesale
11.2012 - 01.2013
Overnight Warehouse Stocker
Target
03.2011 - 10.2012
Doorman
Las Vegas restaurant
10.2010 - 06.2011
GED -
Fairfax County