Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Shalita Hervey

The Bronx,NY

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

7
years of professional experience

Work History

Amazon
The Bronx, NY

Amazon Flex Driver
04.2023 - Current

Job overview

  • Delivered goods and products to customer on time and in excellent condition.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions.
  • Communicated with customers to provide delivery updates and confirm delivery locations.
  • Maintained professional and friendly demeanor during deliveries to uphold company reputation.
  • Followed all relevant traffic laws and safety regulations.
  • Communicated with dispatchers and other personnel to coordinate transportation schedules.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.

Capsule RX
The Bronx, NY

Customer Service Representative
12.2021 - 03.2023

Job overview

  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Documented conversations with customers to track requests, problems and solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Managed over 50 + calls per day
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns and inventory requirements to supervisors.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers

AT&T Store
The Bronx, NY

Sales Associate
01.2017 - 09.2021

Job overview

  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
  • Shared detailed information regarding options to help customers make decisions.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Generated new sales leads to achieve and exceed monthly sales goals.
  • Developed and maintained strong working relationships with professionals within assigned territory.

Education

Waggener High School
Louisville, KY

High School Diploma
06.1997

University Overview

Skills

  • Good time management
  • Inbound and Outbound Calling
  • Problem solving
  • High-energy attitude
  • Customer support
  • Conflict resolution
  • Empathy
  • Adaptability

Timeline

Amazon Flex Driver
Amazon
04.2023 - Current
Customer Service Representative
Capsule RX
12.2021 - 03.2023
Sales Associate
AT&T Store
01.2017 - 09.2021
Waggener High School
High School Diploma

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Shalita Hervey