Shanice Laughlin
St Louis,MO
Summary
Diligent Customer Service Representative bringing proven customer relations and problem-solving abilities. Work effectively in fast-paced environments to build trust and resolve complex issues. Tech-savvy professional equipped with knowledge and relationship-building abilities necessary to drive retention and key satisfaction metrics.
Overview
15
15
years of professional experience
Work History
Customer Care Associate II
Commerce Bank
05.2022 - Current
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Addressed customer inquiries, requests and complaints.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
- Exceeded performance metrics by consistently meeting or surpassing productivity goals.
- Supported customers with invoices, statements and other basic questions.
- Processed recurring automated payments and credit card payments.
- Reduced wait times for callers by effectively managing high call volumes and promptly handling inquiries.
Sales Associate
Navy Exchange
01.2019 - 01.2021
- Helped customers navigate store, complete sales, and process returns
- Resolved customer concerns using strong communication and conflict management skills
- Rotated stock using clearance markdowns and special sales promotions
- Assisted customers with sales and service needs
- Managed multiple tasks simultaneously while meeting deadlines
- Assisted with receiving, pricing and merchandising
- Processed payments quickly and made accurate change to keep customer flow moving.
Retail Shift Lead
Mers Goodwill
01.2009 - 01.2018
- Set clear expectations for team performance, conducted periodic evaluations, and implemented corrective actions
- Balanced till during closing time and made daily bank deposits with accuracy
- Managed daily workloads by organizing effective schedules and delegating tasks
- Organized all paperwork current and compliant with internal standards and legal requirements
- Delivered consistent feedback and training to empower team members in superior service delivery
- Motivated employee performance with effective training and close mentoring.
Education
Pharmacy Technician With Healthcare Administration Program -
Martinsburg College
01.2021
General Studies -
Edwardsville High School
06.2010
Skills
- Cash handling
- Data Inputting
- Hospitality and accommodation
- Positive and professional
- Strong verbal and written communication skills
- Task prioritization
- Time management
- Call center experience
- Inbound Customer Service
- Computer Skills
Timeline
Customer Care Associate II
Commerce Bank
05.2022 - Current
Sales Associate
Navy Exchange
01.2019 - 01.2021
Retail Shift Lead
Mers Goodwill
01.2009 - 01.2018
Pharmacy Technician With Healthcare Administration Program -
Martinsburg College
General Studies -
Edwardsville High School