Shaniyah Vann
Oxford,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Inbound Call Center Representative
REMX (Datavant)
10.2023 - 04.2024
- Managed and organized medical records for an average of over 500 patients
- Serviced doctors offices and their needs by making reminder calls as requested, scheduled, rescheduled, past due, and unscheduled appointments as needed
- Provided assistance with mailings and other projects as call volume permits
- Optimized service procedures to increase customer satisfaction
- Scheduled appointments for offices and ensure the following: obtain and enter accurate demographic information in computer medical program (address, phone, fax, provider etc.)
- Good judgement in handling calls, especially with urgent matters and problem solve quickly and efficiently
RETAIL SALES ASSOCIATE
VERIZON WIRELESS
02.2023 - 10.2023
- Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies
- Consistently exceeded sales quotas for mobile devices and services
- Trained and mentored new hires, enhancing their product knowledge and sales techniques
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
Package Loader
Amazon Warehouse
11.2022 - 02.2023
- Performed all warehouse laborer duties including picking, packing, counting, record keeping, and maintaining a clean workspace.
- Implemented time management strategies to prioritize tasks and ensure timely completion of all assignments.
- Quickly adapted to changing priorities due to fluctuating shipment volumes or unexpected circumstances such as late arrivals or equipment malfunctions.
- Assisted with unloading incoming shipments as needed, helping maintain efficient workflows throughout the facility.
- Demonstrated exceptional attention to detail when sorting packages according to destination routes, minimizing misdirected deliveries or delays in transit time.
Personal Shopper
Harris Teeter
07.2022 - 11.2022
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Provided exceptional customer service by addressing any issues or concerns promptly, maintaining a positive reputation as a Personal Shopper.
- Balanced multiple tasks simultaneously, prioritizing urgent requests without compromising attention to detail or overall service quality.
- Adapted quickly to changing circumstances such as unexpected stock shortages or last-minute adjustments to orders, ensuring minimal disruptions to delivery timelines.
- Navigated complex customer requests with resourcefulness, leveraging extensive product knowledge to offer suitable alternatives when need
CALL CENTER REPRESENTATIVE (WFH)
VITAL CHECK
04.2021 - 09.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Cashier Team Lead
Dollar General
09.2019 - 12.2020
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Collaborated with management to develop strategies for improving the overall shopping experience.
- Supported overall store operations by cross-training in various departments to assist as needed, showcasing adaptability and dedication to the company''s success.
- Demonstrated strong leadership skills in managing daily operations of the cashiering team, including conflict resolution and performance evaluations.
Assistant Manager
Hibbett Sports
12.2019 - 08.2020
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Contributed towards long-term growth and success of the retail establishment by consistently meeting or exceeding performance targets.
- Modeled effective leadership to gain commitment to store goals and training to exceed industry standards.
Education
High School Diploma -
J.F. Webb
Oxford06.2020
Skills
- Microsoft Office
- Time Management
- Data Analyst
- Leadership
- Active Listener
- White-glove customer service
- Assistant Manager Experience
- Retail Sales
- Store Management Experience
- Cash Handling/Management
- Retail Management
- Conflict management
- Empathy
- Adaptability
- Self-Control
- High-volume call centers
- Problem-solving skills
- Quality control
- Cross-functional collaboration
- Salesforce CRM
Activities
Volunteer Advocate - Granville Health System – assist with outpatient registration and any other duties needed to be filled within hospital inventory and administration.
Timeline
Inbound Call Center Representative
REMX (Datavant)
10.2023 - 04.2024
RETAIL SALES ASSOCIATE
VERIZON WIRELESS
02.2023 - 10.2023
Package Loader
Amazon Warehouse
11.2022 - 02.2023
Personal Shopper
Harris Teeter
07.2022 - 11.2022
CALL CENTER REPRESENTATIVE (WFH)
VITAL CHECK
04.2021 - 09.2021
Assistant Manager
Hibbett Sports
12.2019 - 08.2020
Cashier Team Lead
Dollar General
09.2019 - 12.2020
High School Diploma -
J.F. Webb
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