Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Shana Lodge

Lauderhill,FL
Shana Lodge

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
years of professional experience

Work History

T-Mobile

Customer Service Specialist
09.2021 - 07.2023

Job overview

  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Provided primary customer support to internal and external customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs

Apple

Customer Service Representative
01.2020 - 09.2021

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Cross-trained and backed up other customer service managers.
  • Developed customer service policies and procedures to meet and exceed industry service standards
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management
  • Cross-trained and backed up other customer service managers

Publix

Cake Decorator
08.2018 - 07.2020

Job overview

  • Helped customers achieve their goals when ordering cakes for their special events
  • Prepared products daily to make sure all shelves were full and up to date
  • Helped customers with finding and locating items
  • Verified accuracy of orders while meeting strict deadlines on producing completed products.
  • Used variety of baking and decorating tools such as mixers, carving tools, and confectionery products.
  • Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
  • Disposed of damaged and expired goods to uphold safety standards and provide fresh products.

Ingles Supermarket

Bookkeeper
08.2015 - 09.2016

Job overview

  • Maintained financial accounts at end of every shift
  • Handled cash and deposits using proper accounting procedures and documents
  • Processed journal entries online, transfers and payments
  • Processed bank reconciliations and financial reports to verify practice of proper due diligence.
  • Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
  • Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
  • Reported financial data and updated financial records in ledgers and journals.
  • Established QuickBooks accounting system to reflect accurate financial records.
  • Completed payroll for employees and maintained detailed records of procedures.
  • Maintained and processed invoices, deposits, and money logs.
  • Posted daily receipts and payments in accordance with corporate protocols.

Target

Planogram Team Member
08.2011 - 02.2014

Job overview

  • Completed weekly audits and price change in departments
  • Executed revisions and planograms in all departments
  • Lead and trained on pricing and presentation team.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Updated pricing and signage to complete product displays and educate customers.
  • Arranged consistent shelves, bins, and racks at 4 locations by following established planograms
  • Established strong vendor relationships to maintain and support business.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.

Education

Career
Conyers, GA

Esthetics Certification Georgia
01.2011

Everest College Georgia
Morrow, GA

Massage Therapy Certification Everest College
03.2010

Blanche Ely High School
Pompano Beach, FL

High School Diploma
05.2007

Skills

  • Excellent written and oral communication
  • Administrative support
  • Technical Support
  • Retail materials management

Timeline

Customer Service Specialist

T-Mobile
09.2021 - 07.2023

Customer Service Representative

Apple
01.2020 - 09.2021

Cake Decorator

Publix
08.2018 - 07.2020

Bookkeeper

Ingles Supermarket
08.2015 - 09.2016

Planogram Team Member

Target
08.2011 - 02.2014

Career

Esthetics Certification Georgia

Everest College Georgia

Massage Therapy Certification Everest College

Blanche Ely High School

High School Diploma

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Shana Lodge