Shane Boulware
St. Marys,GA
Summary
Friendly and efficient [Job Title] devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding [Industry] standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Cheerful [Job Title] with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity. Results-driven Customer Service Specialist highly skilled in account management and sales techniques. Bringing [Number] years of experience in professional communication with customers and peers. Skilled communicator known for contributing to repeat business. Driven, personable [Job Title] and strategic thinker brings extensive experience in customer relationship management, conflict resolution, time management and document control.
Overview
13
13
years of professional experience
Work History
Omni Interactions GBA
Omni Interactions
Remote, GA
03.2022 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed high-volume of inbound and outbound customer calls.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
- Helped clients navigate online systems within established frameworks to obtain services.
- Returned customer calls in established turnaround time to meet company objectives.
- Implemented additional services to maintain exceptional client service ratings.
- Leveraged reference tools and conducted trainings to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Developed strong customer relationships to encourage repeat business.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Explained benefits, features and recommendations to maximize client retention.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
Customer Service Associate
Publix
Kingsland, GA
08.2020 - 01.2021
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented conversations with customers to track requests, problems and solutions.
- Educated customers on special pricing opportunities and company offerings.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
Line Cook
Premier Kings
Saint Marys, GA
05.2017 - 03.2020
- Operated fryers and grills according to instructions to maintain safety and food quality.
- Sanitized food preparation areas, grills and equipment to avoid cross-contamination from raw items.
- Kept stations stocked and ready for use to maximize productivity.
- Followed proper food handling methods and maintained correct food temperature for high scores on health inspections.
- Restocked food items throughout shift to prepare necessary ingredients for cooking and timely service.
- Maintained hygienic kitchen with regular mopping, disinfecting workspace and washing utensils and glassware.
- Grilled and deep fried various foods from meats to potatoes.
- Assisted in preparation of menu items ranging from burgers to sandwiches.
- Maintained safe operations of food prep equipment to reduce complications and retain safety procedures.
- Washed and peeled ingredients to prepare for different meals and recipes.
- Precooked certain items during slow periods to reduce wait times during lunch and dinner rush.
- Recorded and reported status of various ingredient stock levels to notify manager to reorder products.
- Conducted daily inspections and maintained food sanitation and kitchen equipment safety reports.
- Cooked multiple orders simultaneously during busy periods.
- Mentored and trained staff by teaching cooking skills and kitchen maintenance, improving overall quality and performance.
- Supervised cooks and kitchen staff, providing direction in preparing specialty items and ethnic cuisine.
Dietary Aide
Morrison Healthcare
Saint Marys, GA
04.2019 - 12.2019
- Served specific meals to patients with special dietary needs.
- Helped with meal prep for daily meals, following strict sanitation and food handling guidelines
- Assisted patients with special needs to eat meals, providing kindness and patience.
- Cleaned and maintained dining room during and after each meal service.
- Delivered snacks to nurse station for distribution to specific residents.
- Reported and documented resident changes in consumption or behaviors.
- Stocked food and other supplies for main kitchen and units.
- Worked closely with team members to update cleaning protocols and increase aide efficiency.
- Adhered to administrative departmental policies and procedures, including safety, health and confidentiality.
- Conducted nutritional assessments of individuals and examined dietary histories to plan nutritional programs.
- Offered alternative menu choices to meet diet prescription guidelines while enabling clients to receive optimal food preferences.
- Collaborated with registered dietitian and other members of healthcare team in providing medical nutrition therapy.
- Observed [Type] food intake, reporting progress and dietary problems to dietician.
- Checked and updated diet orders via computer database.
- Received, stored and distributed food and supplies promptly, checking orders for accuracy.
- Assisted staff in preparing food for [Type] individuals as assigned.
- Analyzed clinical and dietary histories to determine patients' nutritional needs and design effective dietary intervention strategies.
- Researched food, nutrition and food service systems to increase knowledge of [Type] nutrition.
Lead Custodian
FCS facility services
Saint Marys, GA
05.2018 - 04.2019
- Checked and stocked inventory throughout facility to meet expected demands.
- Moved equipment and furniture to thoroughly clean space.
- Maintained building interiors with routine deep cleaning of high-traffic areas.
- Operated industrial cleaning equipment to quickly complete custodial tasks.
- Oversaw and facilitated general and preventive maintenance schedule across facility.
- Reported or resolved observed hazards observed and followed up to verify resolution.
- Transported, repaired, cleaned and maintained furniture, presentation rooms and equipment.
- Operated compactors and balers to discard cardboard boxes and trash.
- Kept business entrances clean, tidy and professional in appearance.
- Completed in-depth restroom cleanings to sanitize partitions, decorations, sinks, counters and mirrors.
- Dusted interior furniture, exhibit cases, pictures and frames, chairs, trim and light fixtures, using long handles and ladders to clear cobwebs from high places.
- Sorted and disposed of trash and recycling materials to keep common areas clean and organized.
- Followed company uniform, performance and security policies with every job.
- Responded promptly to requests to clean and sanitize areas after accidents.
- Checked inventory for required supplies and made lists for needed cleaning products.
- Organized custodial closets to easily find equipment and supplies.
- Handled, mixed and stored chemical cleaners in compliance with safety requirements and standard operating procedures.
- Maintained inventory of cleaning supplies and documented items requiring reorder.
- Addressed minor maintenance issues, reporting more serious conditions to supervisors for attention from maintenance technicians.
- Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
- Performed deep cleaning duties such as floor buffing, carpet cleaning, duct cleaning and wall washing on [Timeframe] basis.
- Washed exterior and interior windows and trim, spot cleaning daily and washing entire surfaces [Timeframe], using ladders to access elevated windows.
- Moved heavy furniture, equipment and supplies with hand trucks.
- Used digital timekeeping system to document hours worked each day.
- Adhered to safety processes for manual and electric cleaning equipment to minimize risk.
- Pulled chewing gum from undersides of tables, desks, chairs and various other fixtures, discarding gum and sanitizing area.
- Trained [Number] new employees to meet quality and productivity goals, boosting customer satisfaction rating [Number]%.
Customer Service Associate
Wal-Mart Supercenter
Saint Marys, GA
07.2013 - 09.2016
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
High School Diploma -
Camden County High School
Kingsland, GA09.1998
Criminal Justice
Altamaha Technical College
Jesup, GASkills
- Sanitization techniques
- Supply inventory management
- Rug shampooing
- Mixing cleaning chemicals
- Janitorial equipment familiarity
- Minor repairs
- Leaf blowing
- Facility maintenance
- Relationship building
- Critical thinking
- Teambuilding
- Computer skills
- PPE use
- Team management
- Customer Support
- Inbound and Outbound Calling
- MS Office proficiency
- Problem Resolution
- Quality Assurance
- Software troubleshooting
- Verbal Communication
- Stockroom procedures
- Customer relations
- In-store support
- High-energy attitude
- Call Center Operations
- Equipment cleaning and maintenance
- Cutting and slicing techniques
- Food storage
- Recipe creation
- Sauce preparation
- Foodservice sanitation
- Highly motivated
- Food preparation
- Punctual and honest
- Food presentation
- Contamination control
- Cleaning and organization
- Hot and cold food preparation
- Vegetable preparation
- Ingredient mixing
- Knife skills
- Meal preparation
- Cleaning equipment
- Nutrition
- Sanitization
- Nutrition screening
- Geriatric nutrition
- Special diet requirements
Timeline
Omni Interactions GBA
Omni Interactions
03.2022 - Current
Customer Service Associate
Publix
08.2020 - 01.2021
Dietary Aide
Morrison Healthcare
04.2019 - 12.2019
Lead Custodian
FCS facility services
05.2018 - 04.2019
Line Cook
Premier Kings
05.2017 - 03.2020
Customer Service Associate
Wal-Mart Supercenter
07.2013 - 09.2016
Criminal Justice
Altamaha Technical College
High School Diploma -
Camden County High School