Shamelca Generette
Summary
A highly innovative and motivated team leader with 15 years of excellent customer service, communication, and interpersonal skills with the ability to perform multiple tasks simultaneously as well as coordinate with others to complete a task. A fast learner who pays close attention to details and understands the needs of others. An active listener who can multitask by analyzing the customer's needs and providing them with exceptional support all while troubleshooting and who enjoys being in service to others. With 2 years of experience handling inbound and outbound calls for retail companies, the Teleservice Representative position fits my skillset and provides a challenging environment and opportunities for professional growth due to my ability to adapt quickly to the position in hand and support cross-functional teams.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Autonomous Vehicle Test Operator
Actalent And Iconma
01.2022 - 04.2023
- Test drive and evaluate test vehicles in pairs to help monitor the vehicle's behavior and durability on routes while conducting safety inspections in autonomous mode.
- Monitor software and log responsibilities while providing strong verbal and written feedback about the direction and environment of the autonomous vehicle.
- Strong attention to detail and the ability to adapt to a highly dynamic environment that is ever-changing.
- Ability to speak while documenting and troubleshooting.
- Excellent communication both written and oral and ability to work as a team player equipped with problem-solving, working professionally and efficiently in a fast-paced environment.
- Highly responsive to calls, emails, and Slack while completing detailed ride reports for operations and engineering teams.
- Participate in the ongoing training and mentoring of OJTs and AV-Test Operators.
- Perform projects as needed which entail deliveries and other community support.
Customer Service and Delivery Driver
AxleHire
09.2021 - 12.2022
- Greeting customers with a friendly smile and positive attitude while providing excellent telephone etiquette to enhance relationships with customers.
- Picking up and transporting packages to their appropriate destinations according to the app while making sure to leave packages in appropriate safe areas.
- Ensuring to drive safely, communicate with all parties, and always deliver excellent customer service.
- Always maintaining conflict resolution and quality reassurance for each customer.
- Consistently delivering quick and accurate results while collecting customer feedback and making process changes to exceed customer satisfaction goals while maintaining car maintenance and safely disinfecting the car as needed.
Retail Warehouse Associate
Stitch Fix
02.2020 - 04.2021
- Work as a team in a fast-paced environment to process orders for each customer while providing excellent customer service, retention, and quality assurance by monitoring shipping and tracking in-house and completed orders.
- Scanning and merchandising, organizing inventory, exchanges, returns, and troubleshooting issues while consistently delivering quick and accurate results.
- Paying attention to details and being a team player while working on special projects throughout the warehouse all while meeting goals and daily metrics and ensuring that all safety protocols and efficient operations are followed.
Transportation Driver
Zum Services
05.2018 - 12.2020
- Play an essential role in our local community by providing safe and reliable transportation for students aged 5 to 17 to and from school, special events, and afterschool programs.
- Make sure all students are safely secured in the vehicle in a booster seat and seatbelt.
- Maintain safe driving protocols while communicating with all parties and delivering excellent customer service by contacting parents as needed and verifying drop-off locations.
- Coordinate efficient routes to avoid delays and optimize schedules.
- Checking in with dispatch service and keeping up to date with the current location all while maintaining vehicle maintenance and ensuring things are to code.
Independent Contractor
Wonolo
02.2017 - 01.2020
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities as a freelancer.
- These duties entailed answering calls, taking notes, inputting data, palletizing, setting appointments for deliveries, and preparing and packaging food, merchandise, and toothpaste products.
Mobile Filler Operations Specialist
Hopsy
06.2017 - 12.2019
- Transport work equipment to and from local breweries.
- Operate machines that fill containers with products ensuring quality and conformity of filled or packaged products to industrial safety standards.
- Adjust machine components and tension and pressure according to growler or torp size.
- Monitor, inspect, and maintain filling equipment.
- Load, unload, and move material to and from storage and production areas.
- Pack and prep boxes to be shipped to customers based on shipping slips.
- Operate pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Check packages and merchandise for damage and notify vendors.
- Label and accurately move customer orders to meet shipment timetables and minimize errors.
- Operate heavy machinery as needed, update inventory counts in the inventory system, and move products throughout the warehouse to the staging area.
- Manage stock control, including item replenishment and storage.
Uber Driver
Uber
07.2016 - 12.2019
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained a professional and friendly demeanor during deliveries to uphold the company's reputation.
- Delivered goods and products to customers on time and in excellent condition.
- Provided each customer with excellent customer service and safety by transporting them to their destination using the Uber app.
- Communicated with dispatch as needed to resolve any issues and gathered feedback from customers based on my services provided.
TSA Security Guard
Inter-Con Security Systems, Inc.
01.2016 - 09.2016
- Monitor and authorize the entrance of people on the property.
- Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety the top priority.
- Remained calm, assertive, and mindful to think critically and problem-solve during stressful situations.
- Screen patrons entering the state building to help prevent weapons, drugs, and other contraband from entering the building.
- Use a variety of techniques and equipment, including x-ray machines, standing and handheld metal detectors, and personal searches of patron's belongings as needed.
- Secured premises and personnel by patrolling the property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Alert on-duty CHP to remove wrongdoers or trespassers while providing assistance to people in need.
- Maintaining order and establishing a presence while on duty.
- Complete a daily DAR report detailing my duties, patrolling premises, and investigating any discrepancies found while securing all exits, doors, and windows at the end of the operation.
Education
Bachelor of Arts - Graphic Design And Media Arts W/ 3D Modeling
Southern New Hampshire University
Hooksett, NH09.2024
Associate of Arts - Business Administration
Laney College
Oakland, CA05.2021
Associate of Science - Humanities
Laney College
Oakland, CA05.2021
Associate of Science - Social Sciences
Laney College
Oakland, CA05.2021
High School Diploma -
Oakland High School
Oakland, CA06.2006
Skills
- guest services
- inventory control
- data entry
- exceptional communication and interpersonal
- strong leadership, organizational, and time management
- create a positive customer experience
- computer savvy
- strong telephone etiquette, listening, and attention to detail
- proficient in analyzing and solving problems
- maintain confidentiality
Certification
- Guard Card
- First Aid & CPR
- Medical Terminology
- QuickBooks
Additional Information
LinkedIn Learning: Customer Service Online Training: Enrolled
References Available Upon Request
Timeline
Senior Autonomous Vehicle Test Operator
Actalent And Iconma
01.2022 - 04.2023
Customer Service and Delivery Driver
AxleHire
09.2021 - 12.2022
Retail Warehouse Associate
Stitch Fix
02.2020 - 04.2021
Transportation Driver
Zum Services
05.2018 - 12.2020
Mobile Filler Operations Specialist
Hopsy
06.2017 - 12.2019
Independent Contractor
Wonolo
02.2017 - 01.2020
Uber Driver
Uber
07.2016 - 12.2019
TSA Security Guard
Inter-Con Security Systems, Inc.
01.2016 - 09.2016
Bachelor of Arts - Graphic Design And Media Arts W/ 3D Modeling
Southern New Hampshire University
Associate of Arts - Business Administration
Laney College
Associate of Science - Humanities
Laney College
Associate of Science - Social Sciences
Laney College
High School Diploma -
Oakland High School
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