Shania Morris
Fort Myers,FL
Summary
I always handle any job needs with forward-thinking strategies and a strong focus on daily requirements. I amazing work ethic combined with positivity, leadership, teamwork, drive, and passion for promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Protec Plumbing & Air
09.2024 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Customer Service Representative
Tide Dry Cleaners
02.2024 - 06.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Sorted and counted articles removed from dryers to fold, wrap or hang items.
Shift Supervisor
Pelican Landing
07.2022 - 12.2023
- Oversaw team of at least 6 security officers and managed scheduling and performance evaluations.
- Provided guidance to security staff on appropriate courses of action for diverse situations.
- Collaborated with management to develop security policies and procedures.
- Provided first-line support to shift workers during incidents and escalated situations as appropriate.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Recorded incident reports with detailed accounts of occurrences.
- Monitored and evaluated performance of security personnel and provided feedback to improve performance.
- Completed shift handover reports and debriefed next shift upon arrival.
Customer Service Representative / Dispatcher
Aztec Plumbing And Drains
06.2021 - 06.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered 30-90 customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Communicated with technicians to coordinate timely arrivals to calls.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided training and support to new associates to help provide high-quality customer service.
Security Officer
Pelican Landing
08.2018 - 12.2020
- Greeted anywhere from 0-200 guests per day professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Checked and verified photo identification prior to granting facility access.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
Security Officer
Securitas Security Services USA
04.2016 - 08.2017
- Greeted anywhere from 0-200 guests per day professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Checked and verified photo identification prior to granting facility access.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
Education
Associate of Arts - Sociology
Florida SouthWestern State College
High School Diploma -
Penn Foster High School
12.2016
Skills
- Customer Support
- Good Listening Skills
- Data entry
- Relationship building
- Complaint resolution
- Scheduling
- Attention to Detail
- Coordination
- Safety and Security
- Report Writing
Certification
- First Aid/CPR Certified
- Class D: Unarmed Security License
- GCSMA: Principles of Effective Supervision
Education
true
Timeline
Customer Service Representative
Protec Plumbing & Air
09.2024 - Current
Customer Service Representative
Tide Dry Cleaners
02.2024 - 06.2024
Shift Supervisor
Pelican Landing
07.2022 - 12.2023
Customer Service Representative / Dispatcher
Aztec Plumbing And Drains
06.2021 - 06.2022
Security Officer
Pelican Landing
08.2018 - 12.2020
Security Officer
Securitas Security Services USA
04.2016 - 08.2017
High School Diploma -
Penn Foster High School
Associate of Arts - Sociology
Florida SouthWestern State College
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