Shakura Smith
Las Vegas,NV
Summary
Well-organized and knowledgeable [Job Title] stays calm under pressure and quickly resolves customer complaints. Offering skills in call control, order management and team collaboration. Effortlessly engage customers with good communication skills to boost satisfaction and build loyalty. Energetic customer service professional eager to deliver positive, memorable experience to every customer. Consistently exceed expectations with strong time management and multitasking abilities. Quick learner and hard worker with natural sales talents.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Walmart
Las Vegas, NV
02.2022 - 03.2023
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Built strong knowledge of product line to assist customers in selecting products
- Navigated multiple systems to identify source of issue
- Resolved product and service issues promptly
- Completed paperwork for orders and new service actions
- Communicated with clients over phone, email and chat platforms
- Offered products and services to meet customers' needs and goals
- Handled escalated callers to reach positive outcomes
- Returned customer calls and responded to inquiries and complaints
- Documented detailed notes in CRM system to track customer interactions
- Addressed customer concerns and complaints and resolved issues promptly
- Relayed new and relevant information to customers and followed up on promises
- De-escalated customer complaints using specialized communication techniques
- Served as friendly first point of contact for customer inquiries
- Presented existing and prospective customers with valuable information to aid decision-making
- Exchanged merchandise and refunded money to adjust customer accounts and resolve billing issues
- Provided key information to supervisors regarding customer issues or complaints
- Managed time by prioritizing workload and juggling multiple tasks simultaneously
- Upsold and cross-sold add-on purchases to increase sales
- Processed orders and coordinated delivery schedules to meet customer needs.
SOCIAL MEDIA MODERATOR
Tells international
Las Vegas, NV
02.2020 - 10.2022
- Utilized analytics to drive online advertising and measure message reach
- Commented, liked and shared posts to increase visibility and engagement on various social platforms
- Created and managed strategic vision and plan for social channels to increase and retain follower engagement
- Monitored content and engagement trends, tested new strategies and communicated with key stakeholders to foster understanding of strategy and improvements
- Supported sites by installing timely security and performance upgrades to server hardware and software
- Monitored functionality and format of websites.
SECURITY OFFICER
CSC SECURITY
Las Vegas, NV
04.2017 - 03.2020
- Directed individuals through security processes, clearly explaining policies and procedures
- Monitored security console and handled incoming telephone calls for security-related matters
- Observed departing personnel to guard against theft of company property
- Initiated formal evictions of disorderly persons when directed by supervisor
- Examined doors, windows and gates to verify security and proper functioning
- Responded quickly to security alerts, alarms, or requests for investigation
- Leveraged critical thinking to identify and address potential security threats
- Completed regular safety inspections to determine hazards and identify suspicious individuals
- Remained alert and vigilant for suspicious persons, packages and activities
- Prohibited access to restricted areas, checking and verifying identification, credentials, and documents
- Recognized safety and security hazards on campus to take appropriate corrective actions
- Supported work culture of safety, respect and inclusion
- Patrolled interior and exterior locations to detect signs of intrusion and deter unauthorized entrance
- Greeted visitors and issued access badges and parking instructions
- Issued warnings to visitors and personnel of rules infractions and violations
- Reduced risk of intrusion, Investigating alarms and disturbances across monitored areas.
DAYCARE TEACHER
Kids cove
Las Vegas, NV
01.2016 - 04.2018
- Created positive and inclusive learning environment focused on safety, respect and acceptance
- Put together fun lessons to engage children in learning foundational letter and number recognition skills
- Monitored children in classes, on field trips and during lunch periods to identify and correct and behavior problems
- Followed licensing guidelines and company standards to support daily care
- Evaluated children to identify behaviors associated with learning disorders or underlying challenges
- Worked collaboratively with director, fellow teachers and parents to meet children's needs
- Checked classroom regularly to identify safety concerns and maintain cleanliness
- Built communicative rapport with families and caregivers to promote comprehensive support for each child
- Modeled positive and creative problem-solving, encouraging children to work through challenges
- Arranged daily nap and rest periods to recharge students for afternoon play and additional learning
- Implemented approved curriculum with balanced approach to play, exploration and learning
- Supported problem-solving and safe interaction to help improve social skills
- Kept supplies organized and well-stocked for upcoming lessons and daily needs
- Promoted self-esteem and implemented activities to enhance self-worth and development
- Prepared and served meals and snacks to meet children's nutritional needs
- Cleaned and sanitized surfaces to prevent germ spread
- Inspired children to be good students and citizens by modeling and rewarding positive behavior
- Established and maintained reliable routine to minimize poor behavior and anxieties
- Displayed student work around classroom to instill pride
- Identified children displaying signs of emotional, developmental or health-related problems, notifying parents and recommending further support
- Kept required amount of classroom supplies and lesson resources
- Organized classroom spaces to meet various needs throughout school day
- Observed children's performance, providing personalized written feedback
- Helped children integrate into school environment by establishing boundaries while maintaining welcoming atmosphere
- Managed behavioral issues with use of positive reinforcement strategies.
Education
High School Diploma -
Alta Vista Public Charter
Victorville, CA10-2015
Skills
- Positive mindset
- Communication
- Hard working
- Time management
- Quick thinking
- Information Security
- Complaint resolution
- Appointment Scheduling
- Data Entry
- Call Management
- Data Collection
- Paperwork Processing
- Scheduling
- Customer Service
- Multi-Task Management
- Positive and professional
- Microsoft Office expertise
- Reading Comprehension
- Documentation
- Quality Control
- Conflict Resolution
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Walmart
02.2022 - 03.2023
SOCIAL MEDIA MODERATOR
Tells international
02.2020 - 10.2022
SECURITY OFFICER
CSC SECURITY
04.2017 - 03.2020
DAYCARE TEACHER
Kids cove
01.2016 - 04.2018
High School Diploma -
Alta Vista Public Charter