Shamoya Rose
Nashville,TN
Summary
Cheerful and upbeat professional with a history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Overview
6
6
years of professional experience
Work History
Account Expert
T-Mobile
12.2021 - Current
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Delivered exceptional account service to strengthen customer loyalty.
- Listened to customer needs to identify and recommend best products and services.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
Customer Service Leader
Target corporation
11.2018 - 05.2022
- Guided clients to imaginative clothing and accessory combinations via brainstorming and expert direction attuned to client's taste and needs.
- Stayed up to date on current and emerging trends to increase professional value and meet diverse client needs.
- Completed opening, closing and shift change tasks to promote store efficiency.
- Provided guidance to team members on resolving customer complaints quickly and efficiently.
- Monitored customer feedback to identify areas of improvement in customer service processes.
- Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
- Conducted regular performance reviews with team members to assess individual progress towards goals.
- Collaborated with other departments in order resolve complex technical or product-related issues reported by customers.
- Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues.
Restaurant Crew Member
Chipotle Restaurant
05.2018 - 07.2019
- Greeted customers warmly upon arrival and thanked them upon departure.
- Maintained a clean work area throughout the shift.
- Strictly followed all safety protocols when handling hot equipment or hazardous materials.
- Interacted pleasantly with guests to deliver quality customer service.
- Worked within a team environment while maintaining positive attitude towards staff members.
Education
Bachelor of Science - Health Administration
Tennessee State University
05-2024
Associate of Science - Healthcare Management
Nashville State Community College
12.2021
Skills
- Customer service excellence
- Sales expertise
- High-energy attitude
- Positive and professional
- Problem-solving abilities
- Leadership experience
- Assertiveness
- Data Entry
- Quality Control
- Active Listening
- Typing proficiency
- Critical Thinking
Timeline
Account Expert
T-Mobile
12.2021 - Current
Customer Service Leader
Target corporation
11.2018 - 05.2022
Restaurant Crew Member
Chipotle Restaurant
05.2018 - 07.2019
Bachelor of Science - Health Administration
Tennessee State University
Associate of Science - Healthcare Management
Nashville State Community College