Summary
Overview
Work History
Education
Skills
Timeline
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Shanice Walker

Jonesboro,GA

Summary

Experienced leader with over 6 years of proven success in driving impactful business advancement through excellent communication and research skills. Skilled in providing effective customer service and implementing technical processes. Demonstrates advanced leadership abilities that support client growth and development. Committed to promoting satisfaction and equality through organizational development initiatives. Trusted for adaptability to ever-changing conditions and exhibiting global and cultural effectiveness.

Overview

5
5
years of professional experience

Work History

Customer Service Sr. Representative

Avantor
06.2022 - Current


  • Interact directly with customers via ticketing, chat, or phone, delivering great customer service by demonstrating technical and subject matter expertise
  • Manage and prioritise multiple open tickets at one time
  • Collaborate with other support specialists and Level 2 support teams to escalate issues that cannot be resolved on own
  • Respond promptly and professionally to client inquiries via email, chat and calls and provide clear information regarding our products and services.
  • Promptly identify and troubleshoot technical issues reported by clients.
  • Document all client interactions and resolutions for future reference and analysis.
  • Build and maintain positive client relationships by demonstrating empathy, professionalism, and a customer-centric approach.
  • Complete tickets from multiple email queues
  • Partner with our accounting team to process credit/rebills and returns
  • Manage order entry database and create reports from the database per business needs
  • De-escalate any irate customer's situations in a professional, solution-based manner
  • Use SAP, Salesforce, and Cloud for Customer software daily as well as Microsoft Excel.

BOH Product Lifecycle Specialist

Nike Factory Store
05.2022 - 07.2022
  • Maintained daily POS Markdown Log and Loss Prevention processes
  • Conducted weekly audits to make product placement decisions and analyzed data to improve weekly sales by 2-3%
  • Analyzed WOS, POS, and Inventory reports to create business decisions that would improve consumer experience, increase business profit, and reduce loss by 2% monthly and annually
  • Analyzed KPI reports to identify sales opportunities for daily, weekly, and monthly sales goals
  • Created and delivered reports related to customer engagement, employee performance, and other relevant metrics to upper management and executive leadership
  • Performed all shipping and receiving duties
  • Collected and counted money for daily deposits
  • Assisted the team in ensuring sales goals and key metrics were met
  • Conducted coaching sessions with Leads and Athletes to ensure performance expectations are met
  • Supervised and led a dedicated team
  • Key holder responsibilities
  • Used Nike computer software as well as Microsoft Word and Microsoft Excel.

Product Lifecycle

Nike Factory Store
01.2021 - 05.2022
  • Led store projects and partnered with cross-discipline team members to ensure all parties were on track with the project requirements, deadlines, and schedules
  • Maintained daily POS Markdown Log and Loss Prevention processes
  • Ensured consistent premium visual standards through leading and developing product training
  • Conducted weekly audits and created business update reports by analyzing WOS, POS, and Inventory reports
  • Contributed to helping the store reach the best fiscal year by increasing sales and customer engagement by 3% since 2005
  • Identified and developed new opportunities to grow digital metrics and strategies to retain employees and morale
  • Conducted daily post-project evaluations and identified successful and unsuccessful project elements
  • Interviewed seasonal candidates and select the most suitable individual the business needs.

Seasonal Athlete (Sales Associate)

Nike Factory Store
09.2020 - 01.2021
  • Collaborated with store leadership with marketing plans for seasonal promotions and building visual displays
  • Facilitated and executed monthly visual initiatives and trained new hires' understanding of the importance of the initiative
  • Performed premium customer services to consumers and helped gain new numbers through membership sign-ups and surveys
  • Partnered with cross-discipline team members to complete monthly markdowns
  • Completed line-up and price adjustments for the Apparel Department.

Part-time Athlete (Sales Associate)

Nike Factory Store
01.2020 - 08.2020
  • Ensured community involvement by facilitating training on company directives such as Nike Run Club
  • Maintained partnership as a Nike Community Ambassador
  • Processed over 200+ products from shipping and receiving while gaining 5+ member sign-ups per day
  • Performed premium customer services to consumers while responding to verbal and written inquiries per day
  • Handle and maintain confidential information while practicing careful communication.

Seasonal Athlete (Sales Associate)

Nike Factory Store
10.2019 - 01.2020
  • Utilized customer service skills, basic sales techniques, and product knowledge to connect customers with the right product and drive sales
  • Managed over 50 member sign-ups per week
  • Collaborated with store leadership with daily marketing plans for seasonal promotions and built out 4 visual displays
  • Operated register and maintained cash management huddle building
  • Assisted in organizing and planning as well as collecting data from audits.

Education

Master of Science in Sports Management -

Georgia Southern University
Statesboro, GA
05.2020

Bachelor of Science Degree in Health and Fitness -

Clayton State University
Morrow, GA
12.2016

Skills

  • Business Management
  • Sales & Marketing
  • Leadership
  • Team Oriented
  • CRM
  • Interpersonal Skills
  • Customer Service
  • Data Analysis
  • Critical Thinking
  • Attention to Detail
  • Problem Solving
  • Time Management
  • Collaboration
  • Microsoft Office (Teams, Word, Outlook, Publisher, Excel)
  • Security Protocol
  • User Experience
  • Ticketing System
  • Troubleshooting

Timeline

Customer Service Sr. Representative

Avantor
06.2022 - Current

BOH Product Lifecycle Specialist

Nike Factory Store
05.2022 - 07.2022

Product Lifecycle

Nike Factory Store
01.2021 - 05.2022

Seasonal Athlete (Sales Associate)

Nike Factory Store
09.2020 - 01.2021

Part-time Athlete (Sales Associate)

Nike Factory Store
01.2020 - 08.2020

Seasonal Athlete (Sales Associate)

Nike Factory Store
10.2019 - 01.2020

Master of Science in Sports Management -

Georgia Southern University

Bachelor of Science Degree in Health and Fitness -

Clayton State University

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Shanice Walker