Shade Wade
Toledo
Summary
Highly experienced Customer Service Professional with 15+ years of success building and making sure customers are satisfied across diverse industries. Consistently exceeded performance metrics, with a proven track record of resolving complex issues and enhancing customer satisfaction.
Overview
16
16
years of professional experience
Work History
Call Center Representative
Velocity
10.2025 - 01.2026
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Managed high call volumes while maintaining accurate records of customer interactions.
- Utilized CRM software to track customer information and update case statuses promptly.
- Collaborated with team members to streamline processes for improved response times.
- Maintained a positive demeanor during challenging interactions, fostering strong customer relationships.
- 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.
Bartender
Applebees Rmh
08.2014 - 10.2025
- Crafted and served beverages to enhance customer dining experiences.
- Maintained cleanliness and organization of bar area to ensure compliance with health standards.
- Assisted in training new staff on bartending techniques and customer service protocols.
- Developed creative drink specials to attract customers and boost sales.
- Collaborated with kitchen staff to synchronize service during peak hours, improving efficiency.
- Served high customer volumes during special events, nights, and weekends.
Server Trainer
Applebees Rmh
03.2010 - 10.2025
- Trained new servers on menu knowledge and customer service standards.
- Developed and implemented training materials for operational efficiency.
- Monitored server performance and provided constructive feedback.
- Ensured compliance with health and safety regulations during training sessions.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
- Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
- Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
- Actively participated in team meetings to discuss strategies for increasing efficiency and improving customer experiences.
Call Center Representative
Alliance One International
10.2018 - 01.2019
- Assisted in training new hires on company protocols and effective communication techniques.
- Adapted quickly to changes in policies and procedures, ensuring compliance with company standards.
- Provided feedback to management on recurring issues to enhance customer satisfaction initiatives.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Pre-Radiology
Owens Community College
Perrysburg, Ohio05-2015
Calvin M Woodward High School
Toledo, OH06-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Mechanical troubleshooting
- Attention to detail
- Ability to collaborate with higher departments to successfully make sure the customer is satisfied
- Excellent communication skills, both verbal and written
- Conflict resolution
Timeline
Call Center Representative
Velocity
10.2025 - 01.2026
Call Center Representative
Alliance One International
10.2018 - 01.2019
Bartender
Applebees Rmh
08.2014 - 10.2025
Server Trainer
Applebees Rmh
03.2010 - 10.2025
Pre-Radiology
Owens Community College
Calvin M Woodward High School