Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
References
Timeline
Generic

Shanice A

Washington,DC

Summary

Resourceful and dedicated High School Graduate with excellent analytical skills and a demonstrated commitment to providing great service. Strong organizational abilities with proven successes managing multiple projects and volunteering events. Well-rounded and professional team player dedicated to enhance overall team goals. Results-driven Data Entry Clerk with extensive database management expertise. Proven history of successful error detection and correction.

Overview

12
12
years of professional experience

Work History

Data Entry Clerk

The Midtown Group
01.2024 - Current
  • Supported data entry across departments as requested, switching promptly to new projects.
  • Utilized specialized software applications related to the job role.
  • Checked source documents against entered data to ensure accuracy.
  • Secured essential information and data by running database backups.
  • Verified accuracy and completeness of data entry into the database system.
  • Reviewed, corrected or deleted data, verifying customer and account information.
  • Maintained confidentiality of sensitive information entered into the system.
  • Followed data program techniques and procedures to maintain data entry requirements.
  • Identified discrepancies between source documents and entered data.
  • Entered data into spreadsheets, documents and databases with high accuracy rate.
  • Proofread and edited documents to correct errors.
  • Revised standard operating procedures to reflect current practices.
  • Assisted colleagues with resolving any issues related to data entry operations.
  • Maintained updated knowledge of industry trends related to data entry operations.
  • Performed data entry from paper documents, emails, and other sources into computer systems.
  • Completed day-to-day duties accurately and efficiently.
  • Understood and followed oral and written directions.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Maintained updated knowledge through continuing education and advanced training.

Customer Service Representative

The Midtown Group
03.2021 - 01.2023
  • Provide exceptional customer service and support to clients, ensuring their needs are met and issues are resolved in a timely manner
  • Collaborate with team members to implement effective strategies and achieve overall goals
  • Maintain a high level of accountability for responsibilities and contribute to the success of the team.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Updated databases with new and modified customer data.

Customer Service Agent

Southwest Airlines
01.2019 - 04.2019
  • Drafted customer service policies and procedures that standardized customer service operations and improved customer experience
  • Provided timely and accurate information to customers regarding flight schedules, fares, and promotions.
  • Updated customer records in the CRM system accurately with each interaction.
  • Processed refunds, returns, exchanges, and order cancellations according to policy.
  • Promoted available products and services to customers during service, account management and order calls.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Updated databases with new and modified customer data.

Customer Care Agent

G2 Secure Staff
08.2017 - 01.2019
  • Provided exceptional customer service and care during tours, resulting in an increase in positive customer reviews
  • Analyzed customer service metrics to identify trends and areas for improvement.
  • Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
  • Aided customers with TSA checkpoint screenings.
  • Communicated with gate agents to coordinate assistance boarding.
  • Monitored customer satisfaction levels by engaging in regular conversations with clients.
  • Provided advice to customers about wheelchair features, functions and maintenance requirements.
  • Helped customers enter airplane, locate seat and stow luggage.
  • Transported baggage and coordinated transit between assigned terminals or platforms.
  • Reviewed airline tickets, interpreted airline city codes and read domestic and international forms.
  • Keyed passenger information into ticketing reservation system to process boarding passes.
  • Conducted regular inventory reviews of existing stock levels to ensure adequate supplies were available at all times.
  • Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
  • Greeted passengers and provided boarding instructions.
  • Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
  • Upheld uniform and conduct guidelines to maintain professional appearance.
  • Kept passengers informed by announcing important information about itineraries, flights and luggage.
  • Assisted customers with baggage claims.
  • Pushed wheelchairs with passengers through terminal and gate areas to ease transport.
  • Assisted customers with selecting appropriate wheelchairs based on their individual needs and preferences.
  • Backed wheelchairs down jetways to safely overcome decline of ramp.
  • Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
  • Organized the display of wheelchairs according to category, style, size, color and price range.
  • Carried and operated radio or pager to communicate with airport personnel.
  • Recognized by management for providing exceptional customer service.
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.

Customer Service Specialist

Walmart
09.2015 - 05.2017
  • Analyzed customer feedback to identify areas of improvement and recommend changes to senior management
  • Resolved customer complaints and disputes in a timely and effective manner, resulting in improved customer satisfaction
  • Established relationships with key customers and stakeholders to drive sales and develop new business opportunities.
  • Followed company security procedures for handling large sums of money.
  • Performed other duties as assigned by management.
  • Answered customer questions and provided store information.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Counted and balanced cashier drawers.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Processed customer transactions and applied appropriate fees.
  • Verified customer identification documents according to established guidelines.
  • Answered phone calls to assist customers with questions and orders.
  • Prepared and checked cashier register tills.
  • Issued cash, change and electronic equipment to sales associates throughout facility, participating in end-of-shift accounting procedures to document handling of revenues.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Food Server

IHOP
10.2014 - 06.2015
  • Properly stored food items and ingredients in accordance with food safety regulations
  • Followed proper food safety protocols to ensure quality and safety of food served
  • Sold additional items to customers, resulting in a slight increase in daily sales.
  • Reset tables between guests, refilled condiments and wiped down surfaces.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Replenished supplies such as napkins, utensils, sauces. throughout shift as needed.
  • Presented menus and answered questions regarding items.
  • Adhered to all health department standards while preparing food items according to company recipes and specifications.
  • Attended regular team meetings for updates on new menu items or promotions.
  • Explained menu items, describing ingredients and cooking methods upon request.
  • Provided exceptional service to high volume of daily customers.
  • Greeted guests in a friendly and welcoming manner.
  • Explained menu options to guests, offered suggestions and took orders for food and beverages.
  • Demonstrated knowledge of menu items by providing detailed descriptions upon request.

Crew Member

Quiznos
02.2012 - 02.2013
  • Maintained a clean and organized work area to ensure the safety of both the crew and customers
  • Communicated effectively with customers and other crew members to ensure a smooth and efficient shift plus dining experience.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Answered phone calls promptly to provide accurate information about menu items or prices.
  • Prepared food for various recipes by washing, peeling and dicing ingredients.
  • Assisted management team with inventory counts of food products and beverage supplies.
  • Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
  • Oversaw inventory in buffet and reported replacement needs to kitchen management.
  • Adhered to health department regulations regarding food handling procedures.
  • Assembled and served meals according to specific guest requirements.
  • Took orders from patrons and input selections into store computer system.
  • Prepared quality products while maintaining portion control and presentation within service goal times.
  • Upheld high standards of productivity and quality in operations.
  • Monitored quality of food served to ensure it met company standards for presentation and temperature.
  • Maintained safe food handling practices to prevent germ spread.
  • Talked pleasantly with customers while taking orders and promoted positive image for business.
  • Checked expiration dates on all products before serving them to customers.
  • Informed customers about daily specials in an engaging manner.
  • Performed cashier duties such as taking orders, collecting payments and providing change.
  • Organized dining room tables with condiments, napkins and other necessities prior to seating guests.
  • Stored food in designated areas following wrapping, dating, food safety and rotation procedures.

Education

HS Diploma -

Parkdale High School

Skills

  • Data Entry
  • Critical thinking and problem solving
  • Ability to Work in a Team
  • Communication Skills
  • Microsoft Office
  • Fast Learner
  • Adaptability
  • Ability to Multitask
  • Computer Skills
  • Customer Service
  • Team Collaboration
  • Problem Resolution
  • Effective Strategies
  • Accountability
  • Data Security
  • Filing and Data Archiving
  • Error Identification
  • Word Processing
  • Data Accuracy
  • Maintains Confidentiality
  • Proofreading
  • Collecting Information
  • Professional and Mature
  • Verifying Data Accuracy
  • Order Processing
  • Multi-Line Phone Proficiency
  • Understands Grammar
  • Medical Terminology
  • Critical Thinker
  • Customer Service-Oriented

Accomplishments

  • Multiple QA evaluations passed scores.
  • Customers reviews and positive feed -back to management.

References

References available upon request.

Timeline

Data Entry Clerk

The Midtown Group
01.2024 - Current

Customer Service Representative

The Midtown Group
03.2021 - 01.2023

Customer Service Agent

Southwest Airlines
01.2019 - 04.2019

Customer Care Agent

G2 Secure Staff
08.2017 - 01.2019

Customer Service Specialist

Walmart
09.2015 - 05.2017

Food Server

IHOP
10.2014 - 06.2015

Crew Member

Quiznos
02.2012 - 02.2013

HS Diploma -

Parkdale High School

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