Shakenya Orr
Jacksonville
Summary
Customer Service Specialist skilled in implementing data-driven solutions to enhance service efficiency. Experienced in analyzing customer feedback and usage patterns to drive operational improvements, resulting in higher satisfaction and retention rates.
Overview
10
10
years of professional experience
Work History
Remote Customer Service Representative
Tropicial Tresses
Freeport
03.2021 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly, ensuring high levels of satisfaction and loyalty.
- Educated customers on product features and benefits to drive informed purchasing decisions.
- Trained new staff on customer service protocols and company policies, enhancing team effectiveness.
- Maintained detailed records of customer interactions and transactions to support service continuity.
Remote Customer Success Associate
Powellful Productions LLC
Remote
01.2019 - 12.2023
- Pioneered remote customer success strategies, leveraging digital tools to maintain high-touch relationships and drive client retention in a virtual environment.
- Streamlined customer onboarding process, reducing time-to-value and significantly improving client satisfaction scores across multiple product lines.
- Implement data-driven solutions to enhance customer satisfaction.
- Provided empathetic support to diverse clientele, ensuring their success through personalized guidance and timely resolution of technical challenges.
- Consistently exceed service quality benchmarks, contributing to improved retention rates.
- Proposed and implemented creative solutions to recurring customer concerns, reducing repeat inquiries and enhancing service efficiency.
- Analyzed customer feedback and usage patterns to identify trends, informing product improvements and contributing to enhanced user experience.
- Develop strategic recommendations, resulting in measurable efficiency gains.
- Analyze complex data sets, uncovering trends that drive operational improvements.
- Spearheaded salon's digital transformation, introducing online booking and virtual consultations, significantly expanding client reach and convenience.
Customer Servicer Team Lead
The Hair Palace
Remote
03.2016 - 04.2018
- Assisted customers with product inquiries and locating merchandise, enhancing overall customer satisfaction.
- Managed cash register operations, maintaining accuracy in cash handling to support financial integrity.
- Processed customer transactions using point-of-sale systems, contributing to a streamlined checkout experience.
Education
Diploma - Business Administration
Nuc University - Florida Technical College - Deland
Remote03-2026
Associate Degree -
Life Christian University
Brooksville, Florida06-2014
Skills
- Customer Engagement
- Technical Support
- Digital Communication
- Process Improvement
- Customer Insights
- Technical troubleshooting
- Problem Resolution
- Analytical Thinking
- Multitasking Ability
- Negotiation Skills
Languages
English
Personal Information
- Age: 32
- Driving License: O600-792-92-743-0
Timeline
Remote Customer Service Representative
Tropicial Tresses
03.2021 - Current
Remote Customer Success Associate
Powellful Productions LLC
01.2019 - 12.2023
Customer Servicer Team Lead
The Hair Palace
03.2016 - 04.2018
Diploma - Business Administration
Nuc University - Florida Technical College - Deland
Associate Degree -
Life Christian University