Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shamaya Watson

Customer Service Representative
Blythewood

Summary

Dynamic customer service advocate with a proven track record at Blue Shield, excelling in problem-solving and complaint handling. Achieved a 95%+ customer satisfaction rating by delivering empathetic support and fostering loyalty. Strong interpersonal skills and call center experience drive my commitment to enhancing customer experiences and team success.

Overview

8
8
years of professional experience
2
2
Certifications

Work History

Customer Service Advocate

Blue Shield
02.2025 - Current
  • Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
  • Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintain a 95%+ customer satisfaction rating by consistently delivering friendly and effective support.
  • Consistently meet or exceed key performance metrics, including average handle time, first contact resolution, and quality assurance scores.

Barista

Starbucks
08.2021 - 12.2024
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.

Customer Service Representative

Children's Place At The Plaza
08.2021 - 11.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Team Member

MOD Pizza
01.2017 - 01.2018
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Contributed to team success by completing jobs quickly and accurately.
  • Learned all required tasks quickly to maximize performance.
  • Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.

Education

Master of Science - Industrial And Organizational Psychology

Southern New Hampshire University
Hooksett, NH
05.2001 -

Bachelor of Science - Psychology

Wingate University
Wingate, United States
05.2001 -

High School Diploma -

Ridge View High School
Columbia, United States
05.2001 -

Skills

Call center experience

Problem-solving

Complaint handling

Data entry

Complaint resolution

Typing speed

Call center operations

Certification

Certificate of Mental Health First Aid for Higher Education.

Timeline

Customer Service Advocate

Blue Shield
02.2025 - Current

Certificate in Youth Mental Health First Aid USA.

10-2024

Certificate of Mental Health First Aid for Higher Education.

09-2024

Barista

Starbucks
08.2021 - 12.2024

Customer Service Representative

Children's Place At The Plaza
08.2021 - 11.2022

Team Member

MOD Pizza
01.2017 - 01.2018

Master of Science - Industrial And Organizational Psychology

Southern New Hampshire University
05.2001 -

Bachelor of Science - Psychology

Wingate University
05.2001 -

High School Diploma -

Ridge View High School
05.2001 -

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