Summary
Overview
Work History
Education
Skills
Timeline
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Shakia Burton

Dallas,TX

Summary

I am an enthusiastic and dedicated customer service professional with over eight years of experience in delivering exceptional support and enhancing customer satisfaction. My passion for helping others drives my commitment to creating positive experiences for every individual I interact with. I possess a strong understanding of customer needs and pride myself on my ability to listen actively and respond effectively to inquiries. My communication skills, both verbal and written, enable me to convey information clearly and empathetically, making complex topics accessible to customers.Adaptability is one of my key strengths; I thrive in fast-paced environments and readily embrace new technologies and processes to improve service delivery.I approach challenges with a positive attitude, viewing them as opportunities to learn and grow. My problem-solving abilities allow me to address issues promptly, ensuring high levels of customer satisfaction and loyalty. Overall, I am eager to bring my skills and experience to contribute meaningfully to a customer-focused organization, fostering lasting relationships with clients and supporting their journey with our products and services.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Maximus
05.2024 - 05.2025
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Driver Manager

Cal-ark Trucking
10.2023 - 02.2024
  • Increased customer satisfaction by addressing concerns promptly and providing regular updates on delivery status.
  • Maintained accurate records of driver hours, vehicle maintenance, and fuel costs for thorough fleet management.
  • Developed and maintained long-term, positive relationships with assigned drivers to enhance morale and productivity.
  • Reduced accidents and safety incidents through rigorous monitoring of driver behavior and adherence to safety protocols.
  • Developed strong relationships with clients through consistent communication and excellent service, resulting in repeat business.
  • Addressed driver communications and provided required data to drivers.
  • Streamlined route planning with the use of GPS navigation software, optimizing schedules for maximum efficiency.
  • Created contingency plans for unforeseen delays or changes in route conditions, minimizing disruptions to scheduled deliveries.

Office Assistant

Capstone
02.2023 - 10.2023
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Expedited document processing with accurate data entry and timely filing.
  • Increased customer satisfaction by providing professional and courteous front desk support.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
  • Strengthened office organization by implementing new filing systems and digital record-keeping practices.
  • Improved data accuracy, entering and updating records in database with keen eye for detail.
  • Coordinated meeting schedules and logistics, leading to smoother operations and better time management.
  • Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.

Customer Service Representative

FIS
08.2022 - 01.2023
  • Respond promptly to customer inquiries regarding car loans, payment options, and account management via phone, email, and in-person interactions.
  • Assist customers in navigating the loan application process, explaining the requirements, terms, and conditions associated with car loans.
  • Provide information on payment schedules, interest rates, and any applicable fees or charges related to car loans and payments.
  • Resolve customer issues and concerns effectively and efficiently, ensuring high levels of customer satisfaction.
  • Maintain up-to-date knowledge of bank products, services, and policies to provide accurate information and support to customers.
  • Process payments, loan adjustments, and account updates with attention to detail to ensure accurate record-keeping.
  • Collaborate with other departments as needed to facilitate seamless service and address customer needs.
  • Identify opportunities to promote additional bank services that may benefit customers and enhance their financial well-being.

Retail Sales Consultant

AT&T
03.2020 - 07.2021
  • Answered incoming calls and provided information about products or services, entered orders,cancelled accounts, or obtain details of complaints
  • Enhanced customer loyalty by offering tailored solutions that met individual needs.
  • Resolved customer complaints promptly, maintaining a positive brand image.
  • Handled cash transactions accurately while adhering to established security procedures.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Participated in promotional events to engage potential customers and showcase store offerings.
  • Boosted customer satisfaction by providing exceptional service and product knowledge.
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Stayed up-to-date on industry trends to better educate customers on new products and offerings.
  • Exceeded sales goals by Number% utilizing exemplary customer service skills.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Oversaw deposits, processed financial transactions and maintained inventory.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Built customer loyalty and retention by delivering excellent shopping experiences.

Sales Associate

Aarons Sale and Lease
12.2018 - 02.2019
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.

Debt Recovery Specialist

First Collections Services
09.2017 - 11.2018
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Trained new team members on scripts, company services, and collection strategies.
  • Used skip tracing and other techniques to locate debtors.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Assisted in the identification of fraudulent activities, collaborating with internal teams to mitigate risks and protect company assets.
  • Managed a high-volume caseload of delinquent accounts while maintaining detailed notes on all communications for future reference or legal proceedings if necessary.
  • Developed strong relationships with clients by demonstrating empathy, understanding their financial circumstances, and offering personalized assistance throughout the debt recovery process.
  • Maximized revenue generation through consistent follow-up on accounts, applying persistence and professional communication skills to secure payments from unresponsive debtors.
  • Maintained accurate records of all collections efforts, providing transparency and aiding in informed decision-making processes.
  • Upheld strict confidentiality standards by safeguarding sensitive customer information throughout all stages of the debt recovery process, maintaining trust and integrity within the organization.
  • Negotiated settlements on outstanding accounts, resulting in increased recovered funds without resorting to litigation or additional costs.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.

Supervisor of Operations

Goodys
04.2016 - 07.2017
  • Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
  • Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
  • Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
  • Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
  • Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
  • Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
  • Oversaw inventory management, maintaining optimal stock levels while minimizing waste and excess costs.
  • Assisted in strategic planning efforts within the organization by providing valuable insights based on experience leading teams within similar industries.
  • Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.

Education

Associate Of Arts - Data Analytics

Southern New Hampshire University
Hooksett, NH

High School Diploma -

Little Rock Job Corps
Little Rock
05.2011

Skills

    Skills & Qualifications

    Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and

    understanding of and Microsoft Word, Excel, PowerPoint, Outlook, SAP, and QuickBooks

    Hands-on experience in reviewing, updating, or making changes to accounts

    In-depth knowledge of taking orders, computes charges, and administers billing or payments

    Demonstrate a plethora of knowledge by following all company policies and procedures

    Outstanding organizational and conflict management skills with seasoned accuracy in the areas

    of scheduling, billing, technical support, logistics, and customer engagement

    Ability to create and maintain the highest standards of integrity, creativity, intellectual curiosity,

    and professional ethics

    Strong analytical skills with the ability to understand and interpret complex processes

Timeline

Customer Service Representative

Maximus
05.2024 - 05.2025

Driver Manager

Cal-ark Trucking
10.2023 - 02.2024

Office Assistant

Capstone
02.2023 - 10.2023

Customer Service Representative

FIS
08.2022 - 01.2023

Retail Sales Consultant

AT&T
03.2020 - 07.2021

Sales Associate

Aarons Sale and Lease
12.2018 - 02.2019

Debt Recovery Specialist

First Collections Services
09.2017 - 11.2018

Supervisor of Operations

Goodys
04.2016 - 07.2017

Associate Of Arts - Data Analytics

Southern New Hampshire University

High School Diploma -

Little Rock Job Corps

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Shakia Burton