Shanice Shinaul
Customer Service Representative
Whitehall,OH
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
7
7
years of professional experience
Work History
Customer Service Representative
Connexus Resource Group
04.2025 - Current
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
Chat Tech Support Agent (Seasonal)
Foundever
03.2025 - 04.2025
- Answering inbound chats to support customers who use Intuit TurboTax digital products.
- Streamlined tax preparation processes for increased efficiency and accuracy.
- Developed customized tax strategies to meet individual client needs and goals.
- Assessed client tax situations to determine best filing options.
Customer Service Representative Tier 3 Support
Gap Inc.
07.2023 - 12.2024
- Handling inbound calls for customers regarding claims, orders cancelled due to potential fraud, and all other support related issues.
- Reduced customer support requests by creating clear, concise, and visually engaging user documentation.
- Provided exceptional customer support, addressing client concerns promptly and professionally.
- Achieved faster response times in customer support systems by integrating real-time communication channels into existing applications.
Chat Support Advocate
A Plus Staffing
10.2021 - 06.2023
- Assisting applicants through chat for the Oregon Emergency Rental Assistance Program. Our duties include providing status updates, assistance with completing an application, and answering general questions.
- Delivered friendly service and offered expert support in every interaction.
- Managed live chat support during peak hours, providing real-time assistance to customers and resolving issues quickly.
Chat Specialist
Gap Inc.
10.2018 - 09.2021
- Conducting chats in a timely and professional manner for Gap, Banana Republic, and more regarding online orders. Some inquiries include tracking packages, price adjustments, crediting refunds, returns, etc.
- Analyzed customer interactions to identify trends, contributing to strategic improvements in service protocols.
- Maximized response efficiency by prioritizing and handling multiple chat sessions simultaneously.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Mifflin High School
Columbus, OH05.2012
Skills
- Zoho
- Organizational skills
- Negotiation
- Problem resolution
- Phone etiquette
- Customer Service
- Communication skills
- Time management
- Microsoft Office
- Live Chat
- Software troubleshooting
- Typing
- Conflict management
- Data entry
- Salesforce
- Active listening
- Critical thinking
- Customer relations
Timeline
Customer Service Representative
Connexus Resource Group
04.2025 - Current
Chat Tech Support Agent (Seasonal)
Foundever
03.2025 - 04.2025
Customer Service Representative Tier 3 Support
Gap Inc.
07.2023 - 12.2024
Chat Support Advocate
A Plus Staffing
10.2021 - 06.2023
Chat Specialist
Gap Inc.
10.2018 - 09.2021
High School Diploma -
Mifflin High School