Shalayla Nelson
New York,New York
Summary
Empathetic Call Agent with proven ability to build strong customer relationships. Caring and kind with focus on understanding and resolving customer issues.
Overview
20
20
years of professional experience
Work History
Guest Greeter
NYU
09.2023 - 12.2023
- Assisted with special events coordination, ensuring seamless execution of setup and registration processes.
- Participated in regular team meetings to discuss best practices, share feedback, and brainstorm ways to enhance the overall guest experience.
- Actively listened to guests'' needs and concerns, taking appropriate action to ensure their satisfaction.
- Demonstrated expert knowledge of company products and services when fielding inquiries from guests.
Receptionist Clerk
Housing Works
11.2022 - 01.2023
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Safeguarded sensitive information by adhering to strict confidentiality protocols regarding client records and personnel files.
- Managed multiple tasks and met time-sensitive deadlines.
- Kept reception area clean and neat to give visitors positive first impression.
Call Center Representative
King Tele Services
02.2019 - 05.2019
- Compiled customer feedback and recommended service delivery improvements to management
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Conferred with customers about concerns with products or services to resolve problems and drive sales
Call Center Representative
Access A Ride
09.2018 - 11.2018
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Collaborated with internal partners and customers to determine user needs and deliver technical protocols to correct
- Compiled customer feedback and recommended service delivery improvements to management
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
Receptionist Front Desk/Substitute Teacher
Boys & Girls Harbor
02.2004 - 06.2011
- Answered incoming calls, and managed multiple tasks when needed
- Answered inquiries and resolved or escalated issues to management personnel to ensure client satisfaction
- Assumed responsibilities for maintenance of office equipment, including computers, fax machines
- Generated memos, emails, and reports when appropriate
- Greeted incoming clients and visitors in a professional manner and provided friendly, knowledgeable assistance
- Provided clerical support to company employees, including copying, faxing and file management
- Created a classroom environment in which children could learn respect for themselves and others
- Implemented prepared lesson plans in established classrooms
- Led classroom activities for play-based and immersive learning
Education
High School Diploma -
Aquanis High School
Bronx, New YorkMorgan State
Baltimore, MdJohn Jay College
New York, New YorkSkills
- Call center operations
- Customer support
- Documentation and reporting
- Problem-solving skills
- Logging call information
- Verbal and written communication
Timeline
Guest Greeter
NYU
09.2023 - 12.2023
Receptionist Clerk
Housing Works
11.2022 - 01.2023
Call Center Representative
King Tele Services
02.2019 - 05.2019
Call Center Representative
Access A Ride
09.2018 - 11.2018
Receptionist Front Desk/Substitute Teacher
Boys & Girls Harbor
02.2004 - 06.2011
High School Diploma -
Aquanis High School
Morgan State
John Jay College
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