Shanel Bradley

In early 2015, We moved from Bakersfield, CA to Las Vegas, NV where my children’s father had become very successful and that allowed me to step away from the workforce. At that time, I began managing his brand’s website and apparel inventory.

This position deals with order fulfillment, shipping, customer service, and inventory management of T-shirts, sweatshirts, sweatsuits, and hats.

Tools Used:

Wix Platform

USPS.com

Tasks Performed:

• Update website design when requested ( text, colors, option menus, etc)
• Upload Product Images
• Product Description/ Titles
• Set Product Price
• Set how inventory is tracked for each product
• Product Sizes
• Fulfill orders
• Provide Tracking Information
• Weigh apparel for accurate shipping weight
• Pay for shipping
• Print and apply shipping labels to orders
• Set up shipping
• Unbox and fold apparel
• Organize apparel on shelves
• Pre-pack T-shirt orders in clear T-Shirt bags
• Create Promo codes when requested
• Answer emails and live chat messages from customers and potential customers

In this position, I predominantly worked on the Facebook platform and placed outbound calls.

Tasks Performed:

• As a team member, I was responsible for ensuring a positive narrative for the brand.
• Monitored Facebook home page for both negative and positive feedback, experiences, customer concerns, and service issues posted by customers.
• Addressed negative comments from upset customers left under posts on the Facebook homepage by displaying empathy and offering further help via Direct Message.
• Removed any negative comments or spamming comments once a customer has been addressed and moved to Direct Messages.
• Blocked users who continuously spam comments on the homepage, under branded posts, or in Direct Messages who have no interest in getting assistance.
• Liked, reacted, or replied to positive comments left by customers. Answered general care questions and provided general care information on existing and upcoming products and services on the homepage and in Direct Messages.
• Monitored Direct Messages by ensuring all customers' messages had been replied to that day.
• Promptly made outbound calls to customers in Direct Messages that required assistance outside of messaging. Also, scheduled outbound calls for customers who's requested time fell within operation hours.

In this back-office position, I assisted customers through email responses, generally performing the same tasks as a call representative.

• Using Microsoft Outlook, emails were moved to my personal inbox for assistance.
• Used per-made response templates
• Created pre-made response templates
• Made outbound calls to customers who had complex issues.
• Schedule desired callbacks for customers with time restrictions.
• Met the daily quota of at least 50 answered emails a day.
• As a team member, I answered inbound calls when needed in call queues.
• After proving that I could consistently meet my daily goals and work responsibly off calls, I was then given the opportunity to help monitor the brands' Facebook Page.

In this position, I received incoming calls from all call queues I was skilled in. That meant performing different levels of expertise in one shift without notice. Each call queue required account notation, covering talking points, and a handle time limitation. Here are the call queues I’m skilled in and the tasks I performed.

Activations:

• Activating service for the first time

General Customer Care:

• Answered questions
• Provided account information
• Made credit/debit card payments, re-boost card payments
• Performed basic troubleshooting
• Cold transfer to Technical Support if needed

Technical Support:

• Checked for service outages and performed advanced troubleshooting.

Escalations:

• Created services tickets
• Provided ETA on active tickets.
• Placed outbound calls to customers to assist with troubleshooting after tickets were updated.
• Closed service tickets after issue resolution.

Migrations:

• Closed a customer's Sprint account and moved their phone number to the company.
• I was able to advance to higher call queues due to my ability to work well on any team, multitask, resolve issues, maintain 7 positive customer service ratings each month, and manage the required call handle time. This work performance opened an opportunity for a back office position, assisting customers via email as a Sprint Prepaid Conversion Team Member.

As a team member, we worked together to complete all tasks promptly.

Areas of focus:

• Common areas /Waiting rooms
• Hallways
• Entryways
• Bathrooms
• Break rooms
• Around cubicles
• Office Spaces

Expected Duties:

• Wipe down glass entry doors
• Wipe hard surfaces
• Wipe tabletops in common areas and break room
• Wipe countertops
• Clean bathroom and break room sinks
• Clean toilets
• Wipe bathroom mirrors
• Restock tissue and paper towels
• Remove all trash from bins and replace trash bags
• Place trash in designated dumpster
• Sweep and mop floors
• Vacuum carpeted hallways, entryways, in between cubicles, and office spaces
• Other duties included, ensuring the facility is well lit outside and locked up before leaving.
• During this portion, I cleaned Edward's Air Force Base and multiple commercial offices.