Shaland Maxwell
Las Vegas,NV
Summary
Seasoned customer service expert with 10+ years in representing brands and addressing client needs efficiently. Skilled in communication and problem-solving, consistently achieving high customer satisfaction ratings.
Overview
13
13
years of professional experience
Work History
Customer Service Agent
Southwest Airlines, SWA
09.2022 - Current
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Responded proactively and positively to rapid change.
Dispatcher
AMERICAN AMBULANCE
09.2019 - Current
- Answering 911 calls for emergency EMS and Fire units. Obtaining as much accurate information from the public to best assist and provide services prior to units arriving. Also scheduling calls between hospitals and working hand and hand with other PSAPs.
Customer Service Representative
Internal Revenue Service
10.2016 - 09.2017
- Employed expert problem solving and communication skills as call center agent for IRS Accounts Management. Named agent of the month 4 times.
- Worked with taxpayers to answer questions about account concerns.
- Quickly mastered Computer software and how to move thought the system efficiently within 2 weeks.
- Resolved Taxpayer concerns quickly and accurately.
Manager
Sleep Train Mattress Centers
03.2016 - 09.2016
- Manage major mattress showroom along with a staff of 4 employees. Working face to face with customers to assist with their purchase of buying a Comfortable place to sleep. Selling and developing working relationships with different vendors. Cashier and upselling experience as well as use of office supplies.
Store Manager
Sears
05.2014 - 07.2015
- Manage Appliance Showroom. Performed different marketing strategies to drive up sales and foot traffic into specific location. Trained and maintained a determined goal oriented team of 9 employees. Achieved goals for store to perform in top 3 of all locations within first year. Developed the skill to merchandise to plan
- Gram as well as keep up with store inventory.
- Skills Used
- Management, customer service, merchandiser, sales, High communication via email and marketing
Customer Care Representitive- Call Center
Alorica
09.2012 - 01.2014
- Rapidly promoted to mentor a 12-member team while concurrently providing top-notch collections support within an outbound call center. Handle account queues ranging from 60 to 100 accounts daily, working accounts for mobile service plans
Education
student - Massage Therapy
National Holistic Institute
Clovis, CA09.2025
Bachelor's - Biology/Communication
Wilberforce University
Wilberforce, OH01.2010
High school diploma - undefined
Bullard High School
Fresno, CA01.2008
Skills
- Customer Service Skills (10 years)
- Microsoft word (10 years)
- Communications (10 years)
- Management (6 years)
- Marketing (4 years)
- Sales Management (4 years)
- Phones (10 years)
- Office Equipment (10 years)
- Software Development (1 year)
- Account Management (5 years)
- Bookkeeping (5 years)
- Merchandising (4 years)
- Inventory Management (4 years)
- Customer Service
- Customer Care
- Call Center
- CSR
- Microsoft Windows
- Computer Networking
- Microsoft SharePoint
- Records Management
- Dispatching
Timeline
Customer Service Agent
Southwest Airlines, SWA
09.2022 - Current
Dispatcher
AMERICAN AMBULANCE
09.2019 - Current
Customer Service Representative
Internal Revenue Service
10.2016 - 09.2017
Manager
Sleep Train Mattress Centers
03.2016 - 09.2016
Store Manager
Sears
05.2014 - 07.2015
Customer Care Representitive- Call Center
Alorica
09.2012 - 01.2014
student - Massage Therapy
National Holistic Institute
Bachelor's - Biology/Communication
Wilberforce University
High school diploma - undefined
Bullard High School