SHA'NARD KNOWLES
Pompano Beach,USA
Summary
Professional financial services representative prepared for impactful client interactions. Strong focus on team collaboration and achieving results. Skilled in financial transactions, account management, and resolving customer inquiries. Reliable, adaptable, and committed to maintaining high standards in customer satisfaction.
Overview
13
13
years of professional experience
Work History
HELP DESK SUPPORT
Barma Technologies
11.2022 - Current
- Troubleshoot customer tech problems during initial call about 90% of time with exceptions requiring overnight updates to equipment with follow up needed next day
- Manage up to 50 incoming calls during system issues and then called back all customers once system issues resolved
- Provide after hours support Monday through Sunday every third week
- Create, manage, close out tickets in Zendesk ticket system for calls/emails
- Create reports for customers to reflect transaction details and deposit reconciliation
- Organize, program, and deploy new orders and/or replacements after reviewing pricing and shipping details
- Administrative support tasks such as updating and sorting files within CRM system, Monday
- Manage inventory and provide counts on hand to supervisor every month
PLATINUM CUSTOMER CARE PROFESSIONAL
American Express
10.2019 - 12.2021
- Evaluated and analyzed account information while recommending tailored solutions to customer needs
- Reinforced the benefits of membership by providing relevant offers/information that deepen customer engagement
- Quickly built rapport with customers during initial consultative questioning
- Provided phone support to customers and transferred customers to specific departments when necessary
PRODUCE CLERK/FRONT SERVICE CLERK
Publix
03.2012 - 10.2018
- Provided customer service including assisting customers outside and transferring their groceries into their vehicles
- Provided customers information on pricing, purchases, and products
- Organized inventory and managed breakdowns of produce for management
- Communicated with managers when price tags were needed to be changed and/or if promotions expired
- Assembled promotional displays
- Responsible for keeping the grocery section fully stocked and maintained, including rotating inventory by expiration dates
- Removed expired products to ensured safety and freshness, as well as upholding the company's motto as the premier quality food retailer
TEAM LEADER
Nike
04.2015 - 12.2016
- Utilized customer service skills, basic sales techniques, and product knowledge to connect customers with the right product
- Maintained knowledge of various store departments
- Operated cash registers for sales transactions and balanced cash drawer
- Performed shipping and receiving duties
- Organized back end of the store to create an easier process for stocking the front end and fulfilling customer requests in a more timely manner
- Stocked the front end of the store and built visual displays
- Assisted Team Leads, Senior Associates, and Managers with training of new employees
Education
Associate of Arts - Interdisciplinary Studies
Broward College
05.2015
High School - undefined
Deerfield Beach
06.2012
Skills
- Active listening
- Communication
- Customer Service
- CRM software
Timeline
HELP DESK SUPPORT
Barma Technologies
11.2022 - Current
PLATINUM CUSTOMER CARE PROFESSIONAL
American Express
10.2019 - 12.2021
TEAM LEADER
Nike
04.2015 - 12.2016
PRODUCE CLERK/FRONT SERVICE CLERK
Publix
03.2012 - 10.2018
High School - undefined
Deerfield Beach
Associate of Arts - Interdisciplinary Studies
Broward College
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