Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanice Willis

Jonesboro,GA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Family Dollar
11.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Assist in cashing out merchandise for customers.
  • Bank Deposits
  • Close and open the store.

Amazon Customer Service Representative

Amazon
01.2020 - 05.2023
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.

Production Technician

Luxottica RXO
04.2018 - 12.2021
  • Promptly documented and reported all defective equipment and hazardous conditions.
  • Performed setup of production equipment to establish optimal performance.
  • Trained and supervised production personnel to properly use production equipment and apply best practices.
  • Inspected equipment and systems to identify issues, immediately reporting problems to repair technicians.
  • Calibrated machines to maintain required productivity levels and adherence to quality standards.
  • Lubricated and cleaned parts to perform routine maintenance on production equipment.
  • Maintained accurate production records to track progress, identify areas for improvement and meet regulatory requirements.
  • Collaborated with engineering and other departments to meet production goals and promote teamwork.
  • Suggested and implemented new ideas to improve quality, reduce cost, and support production work environment.
  • Aided in setting up and breaking down production equipment and stages to help prepare production area for filming and properly store equipment after use.
  • Implemented and maintained quality control systems to verify product compliance.
  • Adjusted process parameters to optimize product quality and production rates.

Manager

Mrs.Winners
02.2016 - 01.2018
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

High School Diploma -

Penn Foster Career School
Scranton, PA
05.2011

Skills

  • Complaint Resolution
  • Account Updating
  • Data Collection
  • Appointment Scheduling
  • Material Handling
  • Machining
  • Inventory
  • Word
  • Microsoft Excel
  • Microsoft office
  • Machine Operator
  • Sales
  • Manufacturing

Timeline

Customer Service Representative

Family Dollar
11.2023 - Current

Amazon Customer Service Representative

Amazon
01.2020 - 05.2023

Production Technician

Luxottica RXO
04.2018 - 12.2021

Manager

Mrs.Winners
02.2016 - 01.2018

High School Diploma -

Penn Foster Career School

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Shanice Willis