Shabrae Mayo
Baltimore,MD
Summary
Dynamic customer service professional with extensive experience at Under Armour, excelling in complaint handling and problem resolution. Proven ability to enhance customer satisfaction through active listening and critical thinking. Recognized for developing strong client relationships and implementing process improvements that elevated service delivery standards.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Under Armour
Baltimore, MD
01.2024 - 04.2025
- Assisted customers with product inquiries and order processing, ensuring timely resolutions.
- Provided support for returns and exchanges, maintaining high customer satisfaction levels.
- Utilized CRM systems to document customer interactions and track issue resolution progress.
- Adapted to evolving product knowledge, enabling effective recommendations for customers.
- Identified common customer concerns, suggesting process improvements to management for enhanced service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Support Specialist
Atlantic Credit & Finance
Baltimore, MD
01.2018 - 09.2022
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized CRM software to document interactions and track customer feedback effectively.
- Assisted in training new team members on company policies and support procedures.
- Collaborated with cross-functional teams to enhance customer experience and satisfaction levels.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Call Center Representative
Home Roofing Custom
Baltimore, MD
07.2015 - 11.2017
- Responded to customer inquiries, providing accurate information on roofing services and products.
- Assisted in scheduling appointments for consultations, enhancing customer engagement and satisfaction.
- Utilized CRM software to track customer interactions and ensure follow-up communication.
- Managed incoming calls, resolving issues efficiently while maintaining a professional demeanor.
- Maintained up-to-date knowledge of roofing materials and industry trends to assist customers effectively.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Human Resources Assistant
Genius Health Care
Baltimore, MD
07.2011 - 11.2016
- Assisted in onboarding new employees, ensuring smooth orientation and integration into company culture.
- Maintained employee records in HRIS, ensuring accuracy and compliance with data protection regulations.
- Supported recruitment efforts by scheduling interviews and coordinating communication between candidates and hiring managers.
- Facilitated training sessions on company policies and procedures to enhance employee understanding and adherence.
- Processed payroll information accurately, collaborating with finance to resolve discrepancies efficiently.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
Education
High School Diploma - Medical Office Specialist
Southwestern Highschool
Baltimore, MD02.2004
Skills
Customer service
Active listening
Critical thinking
Data entry
Call center experience
Client relations
Customer satisfaction measurement
Professional telephone demeanor
Complaint handling
Problem resolution
Customer relations
Additional Information
Email address: opalmayo40@gmail.com
Timeline
Customer Service Representative
Under Armour
01.2024 - 04.2025
Customer Support Specialist
Atlantic Credit & Finance
01.2018 - 09.2022
Call Center Representative
Home Roofing Custom
07.2015 - 11.2017
Human Resources Assistant
Genius Health Care
07.2011 - 11.2016
High School Diploma - Medical Office Specialist
Southwestern Highschool