Shanah Dior Gibson
Rocky Mount,NC
Summary
Highly organized customer service specialist with a background in various customer service skills and 15+ years of experience in a fast-paced call center. Proficient in software, data entry, and providing timely responses to customer inquiries. Consistently recognized for excellent phone etiquette and dedication to customer satisfaction.
Overview
9
9
years of professional experience
Work History
Care & Support Advocate
Hyatt Reservation Center
01.2023 - 07.2025
- Learned best practices in client communication to foster positive relationships.
- Participated in training sessions to enhance knowledge of legal rights and support services.
- Engaged in team meetings to share insights and contribute to program improvements.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Conducted initial assessments to identify client needs and service eligibility.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Managed guest reservations using property management systems to ensure accurate bookings.
- Assisted guests with inquiries and provided information about hotel services and amenities.
- Coordinated group bookings, ensuring seamless communication between departments for optimal service delivery.
- Processed cancellations and modifications efficiently to enhance guest satisfaction and loyalty.
- Maintained detailed records of reservations, enhancing data accuracy and retrieval efficiency.
- Coordinated closely with front desk staff to communicate special requests or requirements from guests prior to arrival.
- Monitored competitor pricing strategies, adjusting rates accordingly to remain competitive within the market.
- Managed large call volumes, maintaining professionalism and attention to detail under pressure.
Community Center Director
Woodford Community Center
06.2021 - 12.2022
- Developed and implemented community programs enhancing engagement and participation among diverse populations.
- Managed facility operations, ensuring compliance with safety standards and efficient resource allocation.
- Coordinated staff schedules, optimizing workflow and improving service delivery to community members.
- Evaluated community needs through surveys, informing program development and strategic planning initiatives.
- Led outreach efforts to increase awareness of center activities, driving higher attendance and engagement levels.
- Raised funds successfully through grant applications, sponsorships, donations, and fundraising events supporting center initiatives.
- Improved financial management of the community center by regularly monitoring expenses and revenues, ensuring budgetary goals were met without compromising on the quality of services provided.
- Collaborated with local organizations for partnership opportunities and joint programming efforts, strengthening connections within the community.
- Supervised maintenance, repair, safety and security of facility, materials and equipment.
- Maximized resource allocation by analyzing usage patterns utilizing data collection tools allowing informed decision-making about updating or reallocating resources accordingly.
- Developed strategic plans for future growth and expansion of center offerings based on ongoing assessment of community needs.
Dietary Customer Service Specialist
Prisma Health
04.2016 - 06.2022
- Collaborated with healthcare teams to ensure compliance with nutritional standards and regulations.
- Developed and implemented dietary plans tailored to individual patient needs.
- Streamlined foodservice operations, improving efficiency in meal preparation and distribution processes.
- Assisted in menu development, incorporating diverse and flavorful options while adhering to nutritional guidelines.
- Established effective communication channels with patients and their families, ensuring a clear understanding of dietary requirements and expectations.
- Collaborated with healthcare professionals to ensure patients received appropriate nutrition for their medical conditions.
- Educated patients on the importance of proper nutrition, leading to better adherence to dietary recommendations.
- Ordered nourishment and supplements to nurse station for distribution to specific residents.
- Managed high-volume call flow, ensuring timely responses to patient inquiries and concerns.
- Streamlined call handling procedures, improving overall efficiency and reducing average handling time.
- Collaborated with cross-functional teams to address operational challenges and enhance customer experience.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
Education
Licensed Nail Tech - Cosmetology in Nails
Kenneth Shuler Cosmetology
Columbia, SCSkills
- Document filing
- Document review
- Analytical reasoning
- Client representation
- Data entry
- Problem resolution
- Active listening
- Customer service
- Critical thinking
- Call center experience
- Payment processing
- Microsoft outlook
- Call center operations
- Appointment scheduling
- Microsoft PowerPoint
- Microsoft Office Suite
- Clerical support
- Filing
- Product sales
- Sales expertise
- Research
Timeline
Care & Support Advocate
Hyatt Reservation Center
01.2023 - 07.2025
Community Center Director
Woodford Community Center
06.2021 - 12.2022
Dietary Customer Service Specialist
Prisma Health
04.2016 - 06.2022
Licensed Nail Tech - Cosmetology in Nails
Kenneth Shuler Cosmetology
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