Summary
Overview
Work History
Education
Skills
Timeline
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Shaniya Smith

Summary

Hardworking Shift Leader gifted at reviewing team tasks to assure quality. Engaging and personable coach and employee trainer successful at maximizing team productivity. Consistently recognized for hard work, attention to detail and goal achievement. 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 and providing customized solutions to build loyalty.

Overview

2
2
years of professional experience

Work History

Shift Leader

Tropical Smoothie
06.2022 - 07.2023
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed cash and credit card transactions accurately using POS software.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
  • Enforced company policies and regulations with employees.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Scheduled staff shifts to secure adequate coverage and productive workflows.
  • Completed daily financial activities and prepared weekly reports for management to inform decision-making.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Frequently inspected production area to verify proper equipment operation.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Developed effective improvement plans in alignment with goals and specifications.

Customer Service Representative

Concentrix
05.2021 - 04.2022
  • 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.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Tracked customer service cases and updated service software with customer information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Associate of Science - Health Sciences

South College
Knoxville, TN
07.2024

High School Diploma -

Jones High School
Orlando, FL
05.2021

Skills

  • Large Bill Drops
  • Administration and Reporting
  • Environmental Policy
  • Sales Reporting
  • Rule Enforcement
  • Training Assistance
  • Individual and Team Goals
  • Staff Development
  • Coordinate Events
  • Order and Refund Processing
  • Problem-Solving Ability
  • Speaking
  • Understanding Customer Needs
  • Technical Support
  • Active Listening

Timeline

Shift Leader

Tropical Smoothie
06.2022 - 07.2023

Customer Service Representative

Concentrix
05.2021 - 04.2022

Associate of Science - Health Sciences

South College

High School Diploma -

Jones High School

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Shaniya Smith