Shanita Smiley
Mobile,AL
Summary
Customer service professional with strong multitasking and time management skills. Consistently delivers positive, memorable customer interactions. Supports service goals through efficient issue resolution.
Overview
7
7
years of professional experience
Work History
Customer Service and Technical Support
Verizon Wireless
Remote, ALABAMA
09.2022 - Current
- Customer satisfaction improved through timely issue resolution and friendly support.
- Resolved customer requests and answered questions to enhance satisfaction.
- Provided technical and product assistance to clients using remote login tools.
- Software and hardware inquiries were resolved through effective troubleshooting.
- Documented technical support activities with process updates and changes.
- Facilitated online billing access for customers by guiding them through account navigation. and account issues were resolved for customers.
Front Desk Receptionist
Extended Stay America
Mobile, Alabama
01.2025 - 04.2026
- Coordinated front desk operations at Extended Stay America, ensuring smooth guest arrivals, departures, and daily service flow.
- Responded to phone inquiries and coordinated reservation requests using hotel property management system.
- Processed payments, folios, and billing inquiries with accuracy and professional judgment.
- Addressed guest concerns and escalated complex service issues to supervisors for prompt resolution.
- Partnered with housekeeping and maintenance to support room readiness and special guest requests.
- Maintained organized lobby presentation, front desk supplies, and guest service area standards.
- Updated guest records and verified data to maintain accurate information for extended-stay occupancy.
Cashier
Dollar General Store
Prichard, ALABAMA
06.2022 - 08.2022
- Greeted customers and assisted in locating items to enhance shopping experience.
- Welcomed customers promptly and answered questions.
- Took customer payments quickly and gave exact change and receipts.
- Processed receipts, refunds, credits, and change for customers.
- Used optical price scanners and cash registers to set item prices and total bills.
- Reconciled daily sales in computerized point-of-sale system.
- Counted cash drawers daily to ensure accuracy in financial records. and balanced register totals.
- Verified customer age for alcohol or tobacco sales to comply with legal regulations.
Escalation Supervisor
Results Companies
Mobile, ALABAMA
05.2019 - 05.2022
- Resolved escalated cases efficiently within agreed time frames.
- Reviewed escalated customer complaints, identified root causes, and developed actionable resolution steps to enhance customer satisfaction.
- Assessed risks tied to unresolved escalations and created mitigation plans.
- Resolved customer complaints and addressed inquiries to improve overall customer experience.
- Delivered exceptional customer service during phone calls, contributing to positive customer interactions.
- Employed professional telephone etiquette when handling difficult calls.
Education
GED -
Bishop State Community College
Mobile, AL06-2007
Associate of Science - Accounting
Bishop State Community College
Mobile, AL10-2026
Skills
- Technical support
- Remote troubleshooting
- Technical troubleshooting
- Computer literacy
- Data handling
- Customer retention
- Guest services expertise
- Front desk duties
- Hospitality management
- Ability to multitask
- Communication skills
- Listening actively
- Relationship management
- Positive mindset
References
References available upon request.
Timeline
Front Desk Receptionist
Extended Stay America
01.2025 - 04.2026
Customer Service and Technical Support
Verizon Wireless
09.2022 - Current
Cashier
Dollar General Store
06.2022 - 08.2022
Escalation Supervisor
Results Companies
05.2019 - 05.2022
GED -
Bishop State Community College
Associate of Science - Accounting
Bishop State Community College