Shakkia Lawson
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Sales Generalist
IKEA
09.2023 - Current
- Process returns and refunds effectively and promptly.
- Resolved customer issues promptly, ensuring high levels of satisfaction and repeat business.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Analyzed competitors' offerings in order to position the company's products more favorably within the market.
- Developed lasting client relationships through consistent follow-ups and excellent customer service.
- Informed customers of promotions to increase sales productivity and volume.
Customer Service Representative
T-Mobile
11.2022 - 09.2023
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Leasing Consultant
Envolve Community Management, LLC
07.2020 - 11.2022
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Verified tenant incomes and other information before accepting lease applications.
- Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Managed online listings for the property, ensuring accurate information was available for potential tenants at all times.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in a timely manner.
Customer Returns Processor
Amazon Fulfillment Associates
11.2016 - 12.2021
- Unloaded, inspected, and stored damaged and returned products.
- Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
- Adhered to company safety guidelines to minimize warehouse accidents.
- Distributed returned merchandise to appropriate store departments or palletized for liquidation.
- Documented returned product details in [Software] inventory tracking system.
- Identified trends in returned products for potential quality control improvements.
Human Resources Staffing Coordinator
Amazon Fulfillment Associates
11.2017 - 07.2019
- Supported change management initiatives by communicating updates effectively throughout the organization.
- Managed and maintained confidential employee records, ensuring accuracy and compliance with relevant laws.
- Coordinated staff training sessions to improve workforce development and enhance overall productivity.
- Streamlined recruiting efforts for increased efficiency, resulting in more qualified candidates being interviewed.
- Facilitated conflict resolution among employees, fostering a culture of open communication and teamwork.
- Assisted in the development of company policies and procedures, promoting a positive work environment for employees.
- Maintained compliance with federal regulations by staying current on employment laws affecting human resources practices.
- Handled employee relations matters professionally, adhering to legal guidelines and company policies at all times.
Bar Manager/Bartender
Think Food Group
02.2013 - 11.2017
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Closed out cash register and prepared cashier report at close of business.
- Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Introduced new cocktails to the menu based on market research that became popular choices amongst customers.
- Safeguarded compliance with health, safety, and sanitation regulations in all operations.
Customer Service Representative
Easy Rest Adjustable Beds
01.2011 - 03.2013
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Toyota Financial Services
02.2002 - 01.2008
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
Education
Bachelor's - Business Management
Morgan State University
Baltimore, MD05.2011
High school or equivalent - General Studies
Owings Mills High School
Owings Mills, MD06.2000
Skills
- Customer relationship building
- Objection handling
- Stock replenishment
- Sales presentations
- Sales strategy development
- Closing techniques
Certification
- Professional In Human Resources
- Driver's License
- September 2019 to September 2029
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Sales Generalist
IKEA
09.2023 - Current
Customer Service Representative
T-Mobile
11.2022 - 09.2023
Leasing Consultant
Envolve Community Management, LLC
07.2020 - 11.2022
Human Resources Staffing Coordinator
Amazon Fulfillment Associates
11.2017 - 07.2019
Customer Returns Processor
Amazon Fulfillment Associates
11.2016 - 12.2021
Bar Manager/Bartender
Think Food Group
02.2013 - 11.2017
Customer Service Representative
Easy Rest Adjustable Beds
01.2011 - 03.2013
Customer Service Representative
Toyota Financial Services
02.2002 - 01.2008
High school or equivalent - General Studies
Owings Mills High School
Bachelor's - Business Management
Morgan State University
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