Summary
Overview
Work History
Education
Skills
Timeline
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Shabryia Wells

Jacksonville,FL

Summary

Dynamic Customer Service Representative with proven expertise at Maximus in resolving conflicts and enhancing customer loyalty through empathetic communication. Skilled in problem resolution and data analysis, I effectively improved customer satisfaction metrics while managing high-stress situations. Adept at multitasking in fast-paced environments, I deliver timely and accurate support to drive retention.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Maximus
08.2024 - Current
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Improved customer satisfaction with timely deliveries and effective communication.
  • Placed outbound calls and handled incoming customer calls.
  • Worked well in a team setting, providing support and guidance.
  • Strengthened communication skills through regular interactions with others.

Chat Support Representative

Best Buy
04.2023 - 08.2024
  • Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
  • Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Retail Sales Associate

Popeyes Chicken
09.2021 - 07.2022
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Greeted customers and provided outstanding customer service.
  • Collaborated with team members to meet daily sales targets, contributing to overall store success.
  • Managed cash register, ensuring accurate transactions and safeguarding against losses.
  • Implemented feedback from customer surveys to enhance shopping experience.
  • Wrapped, boxed and weighed bakery department products.

Customer Service Representative

GC Services
03.2020 - 06.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Delivered prompt service to prioritize customer needs.

Education

Jean Ribault High School
Jacksonville, FL
05.2017

Skills

  • Customer service
  • Active listening
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Professional telephone demeanor
  • Customer satisfaction measurement
  • Call center operations
  • Scheduling
  • Follow-up skills
  • Call management
  • Appointment scheduling
  • Paperwork processing
  • Product knowledge
  • Order processing
  • Documentation
  • Administrative support
  • Data collection
  • Prioritization
  • Technical support
  • Live chat support
  • Quality control
  • Dispute resolution
  • Research

Timeline

Customer Service Representative

Maximus
08.2024 - Current

Chat Support Representative

Best Buy
04.2023 - 08.2024

Retail Sales Associate

Popeyes Chicken
09.2021 - 07.2022

Customer Service Representative

GC Services
03.2020 - 06.2021

Jean Ribault High School

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Shabryia Wells