Shanice Ward
Rockingham,NC
Summary
Results-driven Customer Service Representative with 7 years of experience providing exceptional support through various communication channels. Proven expertise in efficiently resolving customer issues and maintaining high satisfaction levels. Skilled in managing high call volumes, de-escalating complaints, and navigating CRM systems effectively. Highly self-motivated and reliable, excelling in remote work environments and adept at independent time management. Committed to delivering top-tier service and cultivating positive customer relationships.
Overview
7
7
years of professional experience
Work History
Cashier
Food Lion
09.2023 - 08.2024
- Managed substantial customer interactions and cash transactions effectively.
- Maintained customer satisfaction by consistently providing excellent service.
- Sustained cleanliness and organization of checkout area.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Customer Service Representative
NIKE
08.2022 - 08.2024
- Guided customers through order placement, package tracking, and return/refund procedures.
- Leveraged dual-monitor setup to ensure seamless and effective task execution.
- Ensured superior customer service, resulting in elevated satisfaction ratings.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
- Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
Customer Service Representative
Hamlet ABC
09.2023 - 08.2024
- Assisted customers with inquiries, complaints, and transactions, delivering a seamless experience.
- Managed customer accounts and processed transactions accurately.
- Resolved customer issues promptly, enhancing customer loyalty.
Remote Customer Service Representative
ResultsCX
08.2021 - 04.2022
- Delivered excellent customer service across phone, email, and online chat platforms.
- Managed multiple screens to assist customers with their inquiries efficiently.
- Resolved customer issues with a focus on providing an exceptional customer experience.
Assistant Manager
Dollar General
02.2018 - 08.2020
- Supported the Store Manager in daily operations, ensuring store standards and goals were met.
- Led and trained sales associates, fostering both personal and professional growth.
- Managed inventory, merchandise movement, and daily banking operations.
- Created and managed weekly staff schedules.
Education
High School Diploma - undefined
Richmond Senior High
Rockingham, NC06.2011
Skills
- Customer Service: Over 7 years of experience providing excellent service across multiple platforms
- Technical Proficiency: Adept at navigating multiple screens and systems simultaneously
- Communication: Strong verbal and written communication skills in English
- Leadership: Experience training and managing teams to meet and exceed performance goals
- Detail-Oriented: Highly organized with a focus on accuracy and efficiency
- Patience and empathy
- Work ethic and integrity
- Customer assistance
- Customer service
- Customer service excellence
- Customer relations
Languages
English (Native)
Timeline
Cashier
Food Lion
09.2023 - 08.2024
Customer Service Representative
Hamlet ABC
09.2023 - 08.2024
Customer Service Representative
NIKE
08.2022 - 08.2024
Remote Customer Service Representative
ResultsCX
08.2021 - 04.2022
Assistant Manager
Dollar General
02.2018 - 08.2020
High School Diploma - undefined
Richmond Senior High
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