Shanida Thompson-Ahern
Brooklyn ,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. 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.
Overview
13
13
years of professional experience
Work History
Call Center Representative
Brownsville Multi-Service Family Health Center
Brooklyn, NY
10.2023 - 02.2025
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.
- Managed approximately 150 calls while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Customer Service Representative
National Grid
06.2022 - 05.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Take payments using banking information in a secure portal to keep customers personal information private
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Updated account information to maintain customer records.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
New York State Vaccine Hotline
Brooklyn , NY
02.2021 - 04.2021
- Verified patient identification, address, work status to determine NYS eligibility for vaccination
- Completed intake including updates to demographic information
- Supported patient with completion of informed consent documents
- Completed online NYS COVID-19 Vaccine Form
- Documented vaccine administration in electronic health records.
Floor Staff
Regal Cinemas
Manhattan, New York
12.2019 - 03.2020
- Operated a POS system
- Ensured tickets were sold in accordance with the MPAA rating system and company policy
- Responded to phone calls and questions from guests
- Operated, prepared and cleaned all concession related equipment
- Tore tickets, collected and deposited appropriate stub, directed patrons, and inspected backpacks and packages
- Managed crowd control and assisted guests in finding seats in auditoriums
- Cleaned auditoriums at the end of scheduled shows and maintained clean restrooms, lobby area, hallways and other areas outside of the auditorium
- Data entry
Register Complex Supervisor
Century 21 Department Stores
02.2014 - 12.2019
- Supervised all register complex activities related to customer service, purchases, returns, and exchanges
- Provided the leadership, direction, and feedback to a team of cashiers to deliver an amazing guest experience
- Inspired guests to open store credit card accounts and sold gift cards
- Responsible for overseeing the training and following up with new cashiers on POS, Mobile POS and E-commerce functions
- Responsible for the opening/closing process, change requests, cash pickups, cash drops, loans and till audits
- Trained a team to feel empowered to deal with guest issues as they arise in a quick and efficient manner.
Office Assistant
Excel Cleaning Services
04.2012 - 01.2014
- Performed general office clerk duties and errands including phone and email communication
- Managed filing system and record information as needed
- Greeted clients and visitors and provide exceptional customer service
- Helped organize and maintained cleanliness of common areas in office
Education
Associate of Arts - Liberal Arts
Kingsborough Community College
Brooklyn, NY 06.2025 - Current
High School Diploma -
Plaza College
Queens, NY 01.2022 -
Skills
Customer Service
Customer relationship management
Call control
Data entry
Complaint resolution
Payment processing
Inbound phone calls
Proficient in Microsoft office and Google
Timeline
Associate of Arts - Liberal Arts
Kingsborough Community College
06.2025 - Current
Call Center Representative
Brownsville Multi-Service Family Health Center
10.2023 - 02.2025
Customer Service Representative
National Grid
06.2022 - 05.2023
High School Diploma -
Plaza College
01.2022 -
Customer Service Representative
New York State Vaccine Hotline
02.2021 - 04.2021
Floor Staff
Regal Cinemas
12.2019 - 03.2020
Register Complex Supervisor
Century 21 Department Stores
02.2014 - 12.2019
Office Assistant
Excel Cleaning Services
04.2012 - 01.2014
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