Shakira Shaw
Tallahassee,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Highly motivated and organized Professional Customer Service Strategist with 9+ years exceeding all client and corporate expectations. Thrives resolving concerns promptly, courteously, and judiciously. Analyzes needs, thoroughly researches problems, and delivers viable alternative solutions resulting in unsurpassed brand awareness and client retention.
Overview
11
11
years of professional experience
Work History
OPS Employment Security Representative
Florida Commerce
01.2024 - Current
- Handled sensitive information discreetly while adhering to strict confidentiality guidelines established by management or governing bodies.
- Provided excellent customer service while addressing the concerns of claimants, employees, or visitors related to unemployment.
Customer Service Strategist
The New York Times
07.2018 - 02.2023
- Accountable for preserving the account assignment database timely and accurately
- Delineates between strategic categories for input of data between Sales and ICP reporting
- Identifies and works with proper systems including Advertising, Salesforce Teams, Compliance and Customer Experience to resolve any data issues
- Increased Client Retention in Southeast area 33% by implementing streamlined new initiatives for follow up rate on complaints received.
Sales Associate
Nike
07.2017 - 07.2018
- Increased in-store sales by 25% in under 1 year by greeting each customer warmly and enthusiastically
- Ascertained individual desires and needs, thus improving their brand loyalty and product knowledge
- Proposed new merchandise display that was adopted by multiple stores
- Initiated upselling, cross-selling, and other customer service techniques with all potential clients
- Spearheaded cleanliness campaign for cashiers and retail workspaces.
Café Associate, Cashier, Member Host and Order Specialist
Sam's Club
03.2016 - 06.2017
- Engaged completely in the company's first email campaign that sent 'thank you' emails to customers who made in-store purchases
- Increased add-on sales by becoming an expert in the store's inventory, suggesting different items that fit customer needs quickly and efficiently
- Greeted 150+ customers in-store per day, responding to inquiries, helping with purchase decisions, and providing exceptional customer service.
Boatswain's Mates
US Navy
01.2016 - 03.2016
- Conduct, direct, supervise, and train ship handling, anchoring, mooring and towing operations, small boat operations, underway replenishment, amphibious operations, flight deck operations, crane operations, cargo handling, lifesaving equipment handling, rigging, deck seamanship, painting and more.
Cashier, Drive Through, Runner
McDonald's
06.2013 - 04.2015
- Service with a smile while collecting payments via cash, check, or credit cards from patrons in exchange for food and services.
Summer Camp Counselor and Child Care Assistant
Dream Big Daycare
04.2014 - 08.2014
- Supervised the planning, leading and implementation of core and non-core programs and creative experiences for children in small group settings
- Answerable for the general safety, development, growth, and skill achievement of the participants in his/her group
- Closely monitor the summer camp programs, including outdoor sports, skill-building, arts and crafts, and other fun and educational experiences.
Education
Bachelor Degree In Business Administration - Accounting And Computer Science
Valencia College
Orlando, Florida12.2023
Associate Degree - Accounting And Business Management
Valencia College
Orlando, Florida05.2019
Skills
- Identity and Access Management
- Penetration Testing Skills
- Mobile Device Security
- Network Security Protocols
Timeline
OPS Employment Security Representative
Florida Commerce
01.2024 - Current
Customer Service Strategist
The New York Times
07.2018 - 02.2023
Sales Associate
Nike
07.2017 - 07.2018
Café Associate, Cashier, Member Host and Order Specialist
Sam's Club
03.2016 - 06.2017
Boatswain's Mates
US Navy
01.2016 - 03.2016
Summer Camp Counselor and Child Care Assistant
Dream Big Daycare
04.2014 - 08.2014
Cashier, Drive Through, Runner
McDonald's
06.2013 - 04.2015
Bachelor Degree In Business Administration - Accounting And Computer Science
Valencia College
Associate Degree - Accounting And Business Management
Valencia College
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