Shania Ek
Waterbury,CT
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
Fox Pest Control
Oxford, CT
03.2021 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Data Entry Clerk
Route 25 Power-sports
Newtown, CT
03.2020 - 02.2021
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Increased team efficiency by training new data entry clerks on company software, processes, and best practices.
- Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Contributed to process improvement initiatives by suggesting ways to optimize data entry tasks for optimal productivity.
- Performed regular audits on database content to identify outdated or inaccurate records requiring updates or removals.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Followed established procedures to enter and process data correctly.
- Scanned documents and saved in database to keep records of essential organizational information.
- Updated and maintained customer information, documents and records.
- Used computer software to store and retrieve data.
- Checked for accuracy by verifying data and records.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Corrected data entry errors to prevent duplication or data degradation.
Sales Representative
Victoria Secret
Southbury, CT
09.2019 - 03.2020
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Monitored customers for signs of security concerns and escalated issues to management.
- Recommended complementary purchases to customers, increasing revenue.
- Prioritized helping customers over completing other routine tasks in store.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Developed strong rapport with customers and created positive impression of business.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Managed efficient cash register operations.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Developed and implemented sales strategies to increase profits.
- Trained and mentored new sales representatives.
- Boosted internal collaboration within the sales team by sharing best practices and offering mentorship when needed.
Retail Sales Associate
Dollar Tree
Naugatuck, CT
01.2018 - 01.2020
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Conducted thorough product knowledge training sessions for new hires, ensuring they were well-equipped to serve customers effectively.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped customers complete purchases, locate items, and join reward programs.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Answered questions about store policies and addressed customer concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Managed cash register after end of shift to balance and record accurate transactions.
- Utilized upselling techniques to promote additional products and increase sales.
- Trained and supervised new employees to use selling strategies and apply best practices.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Customer Service Cashier
Quassy Amusement Park
Middlebury, CT
04.2016 - 01.2019
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Streamlined the checkout process for faster service and improved customer experience.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Collaborated with team members to ensure smooth operations during peak hours.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Processed customer orders and accurately handled payment transactions.
- Developed and managed relationships with customers to increase customer loyalty.
- Counted money in drawers at beginning and end of each shift.
- Utilized POS system to handle customer cash and credit card transactions.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Maintained awareness of surroundings and secured cash to minimize loss potential.
- Performed cash, card and check transactions to complete customer purchases.
- Referred to price sheets and special sale bulletins to enter price changes.
- Worked with floor team and managers to meet wide range of customer needs.
- Used POS system to enter orders, process payments and issue receipts.
Education
Bachelor Of Social Work - Social Work
Southern Connecticut State University
New Haven, CTLiberal Arts - General Studies
Naugatuck Valley Community College
Waterbury, CT05.2022
Skills
- Team Development
- Account Authorizations
- Issue Resolution
- Positive and Constructive Feedback
- Handling Escalations
- Continuous Improvement
- Call Center Operations
- Problem-Solving
- Delegating Work
- Records Management
- Workflow Management
- Decision-Making
- Complaint Resolution
- Proficient in Software
- Customer Service
- MS Office
- Time Tracking
- New Hire Training
- Customer Relations
- Account Management
- QA
- Call Monitoring
- Account Reconciliation
- Phone and Email Etiquette
- Data Retrieval Systems
- Event Coordination
- Staff Development and Training
- Goal Setting
- Payroll Administration
- Office Management
- Bookkeeping
- Scheduling
Timeline
Customer Service Supervisor
Fox Pest Control
03.2021 - Current
Data Entry Clerk
Route 25 Power-sports
03.2020 - 02.2021
Sales Representative
Victoria Secret
09.2019 - 03.2020
Retail Sales Associate
Dollar Tree
01.2018 - 01.2020
Customer Service Cashier
Quassy Amusement Park
04.2016 - 01.2019
Bachelor Of Social Work - Social Work
Southern Connecticut State University
Liberal Arts - General Studies
Naugatuck Valley Community College