Shakeva Scott
Decatur,GA
Summary
Dedicated customer service representative excelling in conflict resolution and complaint handling. Proven ability to enhance customer satisfaction and loyalty through effective problem-solving and active listening.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Aarons Furniture Store
Fargo, ND
08.2024 - 02.2025
- Assisted customers with product selection and inquiries to enhance satisfaction.
- Processed sales transactions accurately and efficiently utilizing point-of-sale systems.
- Resolved customer complaints promptly, ensuring retention and positive experiences.
- Maintained knowledge of store promotions and product features to provide informed recommendations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Fraud Specialist
Global Payments
Columbus, GA
06.2021 - 08.2022
- Investigated fraudulent transactions to identify patterns and mitigate risks.
- Collaborated with cross-functional teams to enhance fraud detection processes.
- Analyzed customer data to assess risk levels and develop mitigation strategies.
- Implemented compliance measures in alignment with regulatory requirements.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed transactions and receipts to identify any suspicious activity.
Customer Care Representative
VXI
Phenix City, AL
09.2019 - 01.2020
- Assisted customers with inquiries, ensuring accurate information delivery and prompt resolution of issues.
- Collaborated with team members to streamline support processes, enhancing overall customer satisfaction.
- Managed customer accounts, updating information and resolving discrepancies effectively.
- Maintained knowledge of product offerings to provide informed recommendations to customers.
- Gathered customer feedback to identify service improvement opportunities and enhance user experience.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Kendrick High Scott
Columbus, GA05-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Customer relations
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Follow-up skills
- Microsoft outlook
- Customer education
- Store maintenance
- Research
- Account updating
- Retail store support
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Aarons Furniture Store
08.2024 - 02.2025
Fraud Specialist
Global Payments
06.2021 - 08.2022
Customer Care Representative
VXI
09.2019 - 01.2020
High School Diploma -
Kendrick High Scott