Summary
Overview
Work History
Education
Skills
Additionalinformation - Professionalskills
Assessments
References
Timeline
Generic

Shalissiya Deale

Augusta,GA

Summary

Dynamic professional specializing in customer relations and team management, with a proven track record at Convergent Outsourcing. Expertise in Microsoft Office and CRM software supports the development of effective training materials, leading to enhanced training processes and increased customer service efficiency. Known for fostering team collaboration and driving measurable results. Career aspirations include further optimizing customer engagement strategies.

Overview

10
10
years of professional experience

Work History

Production Assistant

Menardi Filters
Trenton, SC
06.2023 - Current
  • Processed and documented transactions in company database.
  • Communicated with vendors to ensure timely delivery of products.
  • Checked inventory levels regularly to ensure sufficient stock availability for orders.
  • Generated and processed invoices in accordance with billing cycles.
  • Attended weekly team meetings to review performance goals and objectives.
  • Provided accurate information about products, prices and services.
  • Traced missing material and shipments through vendor and customer communications.
  • Worked closely with carriers such as FedEx, UPS, USPS and DHL regarding pick-ups and deliveries.
  • Assisted senior auditors in developing audit strategies and plans.
  • Performed audits of both digital and physical information.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Conducted internal audits to measure adherence to established QA standards.
  • Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
  • Participated in continuous improvement initiatives to enhance product quality and team performance.

Customer Service Representative

Electrolux
Augusta, GA
02.2020 - 03.2023
  • Managed incoming customer requests with professionalism, ensuring prompt and thorough resolution.
  • Conducted phone-based customer education to reduce call-back frequency.
  • Validated and handled return requests in compliance with company policies.
  • Ensured timely monitoring of online customer transactions for any potential credit problems.
  • Managed order entry system for customers.
  • Provided support and backup for customer service team members as needed.
  • Performed various departmental tasks delegated by manager.
  • Clarified product features and advantages.
  • Addressed and resolved billing issues promptly.
  • Led on- and off-site customer support teams across multiple time zones.
  • Implemented innovative methods for streamlining the customer service process.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Participated in professional development workshops and training sessions.

Lead trainer/ Customer Service

Convergent Outsourcing
Augusta, GA
11.2014 - 01.2020
  • Addressed higher-level concerns raised by support staff.
  • Developed detailed reports through proficiency in Microsoft Excel.
  • Amended errors found in timekeeping records.
  • Implemented disciplinary measures effectively.
  • Managed issue resolution for staff and leaders.
  • Coordinated shift schedules following successful agent training completion.
  • Managed training programs guaranteeing agents' understanding of job duties.

Education

Associate of Applied Science - Health Administration

University of Georgia
05-2013

High School Diploma -

Valley High School
Valley, AL
05.2007

Skills

  • Customer Relations
  • Team Management Skills
  • Microsoft Office
  • Order Entry
  • Experience with SAP ERP
  • SharePoint Administration
  • Production support
  • Fulfillment management
  • Payroll support
  • Work order interpretation
  • Verbal and written communication
  • Administrative support
  • Team collaboration
  • CRM software usage
  • New hire on-boarding
  • Adult learning theories
  • Training material updates
  • Training oversight

Additionalinformation - Professionalskills

5+ years, 2 years, 6 years

Assessments

  • Sales skills, Highly Proficient, 01/01/20
  • Attention to detail, Highly Proficient, 01/01/20
  • Customer focus & orientation, Highly Proficient, 01/01/20

References

References available upon request.

Timeline

Production Assistant

Menardi Filters
06.2023 - Current

Customer Service Representative

Electrolux
02.2020 - 03.2023

Lead trainer/ Customer Service

Convergent Outsourcing
11.2014 - 01.2020

Associate of Applied Science - Health Administration

University of Georgia

High School Diploma -

Valley High School

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Shalissiya Deale