Years of Customer Service Experience
Shaniqua McCain
Management
Rockingham,NC
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
- Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
Work History
Customer Service Representative
MetLife
Cary, NC
11.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled 20 customers in face-paced busy setting in coordination with solid team of 50 customer service representatives.
- Provided primary customer support to internal and external customers
- Answered product and service questions, suggesting other offerings to attract potential customers
- Collected and analyzed customer information to prepare product or service reports
Assistant Manager
Hanesbrands
Rockingham , NC
12.2019 - 09.2022
- Completed store opening and closing procedures by counting drawers and managing security.
- Assisted sales team with completing customer transactions and managing issues.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Hired, trained and motivated sales and marketing professionals.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Processed checks, cash and credit purchases or refunds.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Managed over 20 Employees and managed all calls that came in.
Customer Service Manager
Ollies Bargain Outlet
Rockingham , NE
07.2013 - 12.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Handled day-to-day customer contact via phones, faxes and emails.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Collected and authorized payments of guests.
- Used POS system to enter orders, process payments and issue receipts.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Manage over 15 employees.
Education
Bachelor of Business - Project Management
Strayer University
Charlotte, NC03.2025
High School Diploma -
Richmond Senior High School
Rockingham, NC08.2011
Skills
- Coaching and Mentoring
- POS Systems
- Time Management
- Shift Scheduling
- Pricing and Markdowns
- Customer Service
- Bill Payment and Recordkeeping
- Collections and Invoice Processing
- Invoicing
- High-Volume Environments
- Customer Data Confidentiality
- Data Entry and Maintenance
- Call Documentation
- Scripted Calls
Timeline
Customer Service Representative
MetLife
11.2022 - Current
Assistant Manager
Hanesbrands
12.2019 - 09.2022
Customer Service Manager
Ollies Bargain Outlet
07.2013 - 12.2019
Bachelor of Business - Project Management
Strayer University
High School Diploma -
Richmond Senior High School
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