Shakerra Blackson
Bridgeport
Summary
Experienced Customer Service Representative with a proven track record of achieving high levels of customer satisfaction and exceeding customer retention goals for over 15 years. Recognized for attentiveness and dedication to providing exceptional service, seeking a role that offers increased responsibility to utilize independent thinking and quick problem-solving skills as a valuable team player. Dynamic Inside Sales Representative with extensive experience in customer service and a strong ability to establish meaningful relationships. Known for highly organized approach, excelling at staying calm under pressure and delivering results in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Account Manager
Alphabroder
01.2021 - Current
- Sold new products and services and developed new accounts to maximize revenue potential.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Educated clients on new products or services to increase customer engagement with brand.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Devised strategies to perform at required goal level and achieve monthly quota.
Lead Customer Service Representative
Prime Resources Inc
03.2017 - 01.2018
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
- Followed up with customers to verify that they were satisfied with purchases.
- Served as liaison for customers, management and sales team.
- Assisted customer service representatives with escalated call issues.
Customer Service Representative
Broder Bros. Co
10.2014 - 03.2017
- Supported customers and fielded questions regarding merchandising and pricing.
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Answered average of 70 calls per day, addressing customer inquiries, solving problems and providing new product information.
- Forged and nurtured impactful relationships with customers to cultivate loyalty and boost satisfaction.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Customer Service Team Lead
Cablevision Systems Corporation
03.2009 - 10.2013
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Escalated issues to the proper supervisors when standard processes were not effective.
- Warmly greeted all customers and utilized active listening skills to determine what they required assistance with.
- Coached new telephone agents on their service techniques and provided scoring through the company’s quality assurance program.
- Took check and credit card payments via phone, and through email.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Mentored new associates to contribute to the positive culture.
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
Customer Service Representative
Cablevision Systems Corporation
06.2005 - 03.2009
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Contacted customer to follow up on purchases, suggest new merchandise and inform on promotions and upcoming events.
- Answered average of 70 calls per day, addressing customer inquiries, solving problems and providing new product information.
- Demonstrated dedication to continuously improving sales abilities and product knowledge.
- Directed calls to appropriate individuals and departments.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Account Service Representative
Alphabroder/ Prime
01.2018 - 01.2021
- Provided exceptional customer service through prompt response times, clear communication, and effective problem-solving skills.
- Assisted in the onboarding process for new Account Service Representatives, providing guidance and mentorship to ensure their success.
- Developed comprehensive account strategies to meet specific client objectives and drive overall business performance.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively participated in team meetings to share best practices, discuss challenges, and contribute ideas for continuous improvement initiatives.
Education
High School Diploma -
Bullard - Havens Technical High School
Bridgeport, CT1994
Skills
- Active listening skills
- Employee relations
- Upselling techniques
- Personable
- Creative problem solver
- Positive and friendly
- Credit card processing
- Motivated team player
- Strong conflict resolution skills
- Skilled problem solver
Presidents Club
- Exceeding Sales Targets: Consistently surpassing quarterly and annual revenue goals.
- Client Relationship Excellence: Building long-lasting relationships with clients through personalized service and industry insight.
- Market Leadership: Leveraging trends and analytics to drive market share growth in competitive apparel categories.
- Team Collaboration: Inspiring peers and contributing to the overall success of the company.
Timeline
Account Manager
Alphabroder
01.2021 - Current
Account Service Representative
Alphabroder/ Prime
01.2018 - 01.2021
Lead Customer Service Representative
Prime Resources Inc
03.2017 - 01.2018
Customer Service Representative
Broder Bros. Co
10.2014 - 03.2017
Customer Service Team Lead
Cablevision Systems Corporation
03.2009 - 10.2013
Customer Service Representative
Cablevision Systems Corporation
06.2005 - 03.2009
High School Diploma -
Bullard - Havens Technical High School
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