Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Shakena Cobb

Dallas

Summary

Dynamic customer service professional with extensive experience in managing customer interactions and swiftly resolving issues. Renowned for leveraging strong communication and empathy to cultivate lasting customer relationships, consistently achieving high satisfaction rates and fostering loyalty. Demonstrates exceptional conflict resolution and problem-solving abilities, ensuring alignment between customer needs and organizational goals. A dependable team player, adaptable to evolving demands, with a proactive approach that drives positive outcomes through empathetic service.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Teleperformance
06.2024 - 07.2025
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Bus Driver

Dallas Independent School District
08.2019 - 05.2025
  • Transport students to and from school, do pre and post trip inspections, and maintain a clean bus.
  • Kept bus interiors clean and tidy to provide comfortable passenger environments.
  • Completed pre- and post-trip bus inspections for safe passenger transportation.
  • Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
  • Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
  • Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.

Bus Operator/Driver

Dallas Area Rapid Transit
08.2017 - 08.2019
  • Provide customer service transport passengers to and from stops, perform pre-trip inspection, and know the route.
  • Maintained a clean and safe bus environment for the comfort of all passengers.
  • Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
  • Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
  • Implemented conflict resolution strategies to maintain a positive atmosphere onboard the bus during challenging situations.
  • Received commendations for exceptional customer service and professionalism during interactions with passengers.
  • Informed passengers about route details, schedules, transfers, and fare policies as needed.
  • Accepted and processed fares.

Education

High school diploma -

Franklin D Roosevelt High School
Dallas, TX
06.2010

Skills

  • Management Experience
  • Customer service
  • Shuttle driving
  • Data entry
  • Analysis skills
  • Commercial Driving
  • Microsoft Excel
  • Driving
  • Typing
  • Computer skills
  • Bus Driving
  • Van driver
  • School Bus Driving
  • Student transportation expertise
  • Sales
  • Delivery Driver Experience
  • Shuttle Driving
  • Heavy equipment operation
  • Van Driver
  • Critical thinking
  • Active listening
  • Problem resolution
  • Relationship building
  • Call center experience
  • Conflict resolution
  • Computer proficiency
  • Complaint handling
  • Microsoft outlook

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Certification

  • Class B
  • Expires: May 2030
  • State: TX
  • Endorsements: P (Passenger vehicles) - S (School bus)

Languages

English
Native or Bilingual

Timeline

Customer Service Representative

Teleperformance
06.2024 - 07.2025

Bus Driver

Dallas Independent School District
08.2019 - 05.2025

Bus Operator/Driver

Dallas Area Rapid Transit
08.2017 - 08.2019

High school diploma -

Franklin D Roosevelt High School

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