Summary
Overview
Work History
Education
Skills
Timeline
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Shana Heard

Covington,GA

Summary

Dedicated and customer-oriented professional with over 5 years of experience in customer service and retail, 1 year of experience in department management. Adept at managing conflicts, resolving issues, and maintaining a high level of self and social awareness. Proven ability to mediate disputes and deliver exceptional customer service.

Overview

5
5
years of professional experience

Work History

Department Lead

Walmart
06.2024 - Current
  • Supervised and coordinated the activities of department staff, ensuring efficient operations.
  • Implemented strategies to improve sales and customer satisfaction within the department.
  • Managed inventory, including ordering, stocking, and organizing merchandise.
  • Resolved customer and employee conflicts through effective mediation and conflict resolution techniques.
  • Boosted overall employee morale by fostering a positive work environment and promoting open communication.

Customer Service Associate

Walmart
10.2019 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided exceptional customer service, handling inquiries and resolving complaints effectively.
  • Managed and organized merchandise ensuring a clean and welcoming store environment.
  • Assisted in training new employees on company policies and customer service techniques.
  • Utilized conflict resolution skills to handle customer disputes, maintaining a positive shopping experience.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
  • Developed and actualized customer service initiatives to decrease wait times.

Pharmacy Technician

Walmart
06.2020 - 06.2021
  • Assisted pharmacists in preparing and dispensing medications accurately and efficiently.
  • Maintained patient records and handled insurance claims and billing.
  • Provided excellent customer service, answering questions and educating customers on medication usage.
  • Managed inventory, ensuring that medications were labeled, stocked, and stored properly.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.

Education

High School Diploma -

Newton High School
Covington, GA
05.2020

Skills

  • Customer Service
  • Conflict Management
  • Conflict Resolution
  • Mediation
  • Self and Social Awareness

Timeline

Department Lead

Walmart
06.2024 - Current

Pharmacy Technician

Walmart
06.2020 - 06.2021

Customer Service Associate

Walmart
10.2019 - Current

High School Diploma -

Newton High School

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Shana Heard