Shania Cummings
Beaufort,SC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Resource Medial Group
03.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Virtual Call Center Representative
Arise Virtual Solutions
01.2022 - Current
- Handle customer inquiries via phone and chat, resolving issues efficiently
- Foster positive relationships, boosting client satisfaction and retention rates
- Streamline call handling processes, reducing average call duration while maintaining high-quality service
- Consistently meet or exceed performance targets
- Meticulously document customer interactions, ensuring accurate records for future reference
- Identify recurring issues for process improvement
Cluster Sales Catering Manager
Mckibbon Hospitality
09.2022 - 02.2025
- Orchestrated catering operations for multiple properties, driving revenue growth and enhancing client satisfaction through innovative event planning strategies
- Spearheaded the development of a sustainable catering programme, aligning with eco-friendly practices while meeting evolving client expectations
- Streamlined catering operations for multiple venues, optimising resource allocation and enhancing profitability
- Implemented data-driven decision-making processes for menu planning
Catering Sales Manager
Embassy Suites by Hilton Savannah Airport
07.2018 - 09.2022
- Streamlined booking processes, reducing turnaround time and increasing efficiency
- Implemented innovative marketing strategies, resulting in substantial revenue growth for the catering department
- Meticulously managed event logistics, from initial client consultation to post-event follow-up
- Consistently exceeded client expectations through attention to detail and personalised service
- Orchestrated flawless execution of high-profile events, ensuring seamless coordination among staff, vendors, and clients
- Implemented rigorous quality control measures, elevating service standards
Front Desk Agent
Hampton Inn & Suites
11.2011 - 04.2017
- Welcomed guests warmly, managed reservations efficiently, and resolved issues promptly
- Maintained high guest satisfaction scores and streamlined check-in processes
- Meticulously handled cash transactions, balanced accounts daily, and ensured accurate room assignments
- Implemented new filing system, reducing errors by a notable margin
- Provided personalised assistance to guests, including local recommendations and travel arrangements
- Mentored new staff members, improving team performance and cohesion
Education
High School Dipolma -
Penn Foster High School
Scranton, PA10.2018
Medical Administrative Office Specialist -
York Technical College
Rock Hill, SC07.2025
Skills
- Customer Relationship Management
- Process Improvement
- Conflict Resolution
- Team Leadership
- Presentation Skills
- Time Management
- Client Retention
- Critical Thinking
- Problem Solving
- Customer Engagement
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Scheduling
- Data collection
Timeline
Customer Service Representative
Resource Medial Group
03.2025 - Current
Cluster Sales Catering Manager
Mckibbon Hospitality
09.2022 - 02.2025
Virtual Call Center Representative
Arise Virtual Solutions
01.2022 - Current
Catering Sales Manager
Embassy Suites by Hilton Savannah Airport
07.2018 - 09.2022
Front Desk Agent
Hampton Inn & Suites
11.2011 - 04.2017
Medical Administrative Office Specialist -
York Technical College
High School Dipolma -
Penn Foster High School
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