Summary
Overview
Work History
Education
Skills
Timeline
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Shamanika Myles

McDonough,GA

Summary

Dynamic and results-oriented professional with a proven track record at PayPal, enhancing customer satisfaction and loyalty through expert complaint handling and CRM software proficiency. Leveraged assertiveness and problem-solving aptitude to streamline processes, achieving a 75% increase in sales at Sephora. Skilled in fostering teamwork and collaboration, with a keen focus on achieving and exceeding performance goals.

Overview

12
12
years of professional experience

Work History

Customer Relations Expert

PayPal
02.2022 - Current
  • Streamlined the complaint resolution process for increased efficiency and improved response times.
  • Contributed to overall team success by consistently meeting or exceeding performance goals related to call volume, resolution rate, and customer satisfaction metrics.
  • Collaborated with sales teams to ensure seamless communication and understanding of client needs.
  • Maintained detailed records of customer interactions, transactions, comments, and complaints for reference purposes.
  • Maintained strong relationships with clients by regularly following up on their experiences with the company''s products or services.
  • Collaborated with other departments to address complex customer concerns that required additional expertise or input from multiple sources.
  • Enhanced customer satisfaction by promptly addressing and resolving concerns in a professional manner.
  • Developed comprehensive knowledge of products, policies, and procedures to better assist customers.
  • Reduced average call handle time by implementing efficient problem-solving techniques when assisting customers.
  • Retained valuable clients by providing timely and effective resolution to their concerns, leading to increased customer loyalty and repeat business.
  • Assisted with the training and onboarding of new Customer Relations Advisors, sharing best practices and industry insights.

Customer Service Consultant

CarMax
06.2020 - 12.2022
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
  • Handled high call volumes while maintaining a courteous and professional demeanor.
  • Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
  • Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
  • Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
  • Assisted management in implementing new policies and procedures, leading to improved service quality across the department.
  • Mentored new hires, providing guidance and support throughout their training period for optimal effectiveness in their roles.

Customer Service Evaluator

BPA International
08.2018 - 05.2020
  • Provided valuable input during proposal writing processes, contributing to successful project acquisitions for the organization.
  • Maintained a high degree of professionalism when dealing with sensitive information or challenging situations during the course of an evaluation.
  • Facilitated knowledge sharing among colleagues by presenting key insights from completed evaluations at internal meetings.
  • Conducted regular reviews of existing evaluation frameworks, identifying areas for improvement or adaptation based on changing circumstances or needs.
  • Reported to intensive training programs to understand the operating procedures for a global high-tech
  • organization
  • Analyzed content of interaction between customers and client contact centers by evaluating the content
  • of telephone calls and written communication in the required language
  • Provided feedback on adherence to policies and appropriate interaction with clients
  • Successfully navigated through custom software applications to research appropriate resolutions
  • Operates a data entry terminal with speed and accuracy for a variety of data processing applications in a high volume operation.
  • Inputs a high volume of information into computer files, databases, or systems.
  • Proofreads and verifies information keyed.
  • Processes information with a high degree of accuracy.
  • Maintains filing systems and departmental records.
  • May perform other clerical duties as directed.

Store Manager of Operations

Sephora
06.2012 - 12.2017
  • Increased sales by 75% with special displays and promotions.
  • Increased store traffic by organizing engaging events and promotions that appealed to target customers.
  • Oversaw the implementation of new technology solutions for efficient inventory tracking, data analysis, and overall store operations enhancement.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coordinated with regional management on strategic planning initiatives aimed at improving store performance within the district or territory as a whole.
  • Facilitated open communication channels between staff members and upper management by conducting regular team meetings, fostering transparency in decision-making processes.
  • Managed budget allocation for staffing, inventory, and other operational expenses to maximize profitability.
  • Evaluated store performance metrics to identify areas of improvement and implement necessary changes for better results.
  • Optimized staff scheduling to accommodate peak business periods without compromising quality of service or employee satisfaction.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Supervised guests at front counter, answering questions regarding products.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Education

High School Diploma -

Choir Academy of Harlem
New York, NY
06.2008

Skills

  • Complaint Handling
  • Assertiveness
  • CRM Software
  • Customer Relations
  • Training and mentoring
  • Account Management
  • Training programs
  • Account Updates
  • Research and due diligence
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Excellent Communication
  • Reliability
  • Calm and Professional Under Pressure
  • Computer Skills
  • Understanding Customer Needs
  • Customer service excellence
  • Organizational Skills
  • Active Listening
  • Decision-Making
  • Problem Resolution
  • Data Entry
  • Microsoft Office
  • Staff education and training
  • Multi-Line Phone Systems
  • Customer Retention Strategies
  • Database Management
  • Call Documentation
  • Customer service orientation
  • Customer Account Management
  • Data Management
  • Call Center Operations
  • Problem-solving aptitude
  • Professional Demeanor
  • Store maintenance
  • Customer Relationship Management (CRM)

Timeline

Customer Relations Expert

PayPal
02.2022 - Current

Customer Service Consultant

CarMax
06.2020 - 12.2022

Customer Service Evaluator

BPA International
08.2018 - 05.2020

Store Manager of Operations

Sephora
06.2012 - 12.2017

High School Diploma -

Choir Academy of Harlem

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Shamanika Myles