Shannel Smith
Customer Service Representative
San Diego,CA
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 10 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Private Home Caregiver
Amada Senior Care
Oceanside, CA
05.2022 - Current
- Transported individuals to events and activities, medical appointments and shopping trips.
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Supervised daily activities and provided assistance to staff.
- Developed rapport to create safe and trusting environment for care.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Monitored progress and documented patient health status changes to keep care team updated.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Assisted patients with self-administered medications.
- Planned healthy meals, purchased ingredients and cooked meals to provide adequate nutrition for client wellbeing
PSE Clerk
USPS
Carmel Valley, CA
09.2021 - 01.2022
- Used automated mail processing equipment to sort and collate mail.
- Weighed letters and packages and calculated costs based on classification, weight and destination.
- Planned routes and service updates to improve customer satisfaction.
- Monitored performance of junior team members and offered support.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Used automated mail processing equipment to sort and collate mail
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed
City Carrier Assistant
USPS
Spring Valley, CA
05.2021 - 09.2021
- Engaged customers with pleasant demeanor and offered to help with mail-related issues.
- Planned and cased mail in sequence of delivery for designated route.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Distributed mail on foot to residences and businesses.
- Operated vehicles and equipment to transport packages and mail pieces.
- Collected mail from letter boxes on specific route both on foot and by vehicle.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Planned and cased mail in sequence of delivery for designated route
- Engaged customers with pleasant demeanor and offered to help with mail-related issues
- Collected mail from letter boxes on specific route both on foot and by vehicle
- Operated vehicles and equipment to transport packages and mail pieces
- Used portable devices to maintain system records by scanning items delivered to homes and businesses
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs
- Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift
Cashier
Burlington
National City, CA
11.2020 - 04.2021
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Assisted customers with special services, account updates and promotional options.
- Answered questions about store policies and addressed customer concerns.
- Tallied cash drawer at beginning and end of each work shift
- Worked flexible schedule and extra shifts to meet business needs
Customer Service Representative
Concentrix
Jacksonville, NC
05.2018 - 04.2019
- Responded to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service
- Accessed and updated secured or sensitive data in internal and external databases
- Tracked status of claim documentation received and processed
- Navigated computer programs through multiple screens
- Read and researched relevant materials and resources to stay current with program knowledge., Prepared merchandise for sales floor
- Directed individuals to merchandise locations
- Suggested accessories and complementary purchases
- Maintained adherence to all company protocols
- Kept work areas clean and neat at all times
- Worked collaboratively in team environment.
Customer Service Representative
HALL AUTOMOTIVE CORPORATE
Virginia Beach, VA
09.2017 - 12.2017
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Provided information, data, and direction as needed. Studied and applied policies and procedures associated within the department.
- Provided primary customer support to internal and external customers
- Updated account information to maintain customer records
- Collected and analyzed customer information to prepare product or service reports
- Answered customer telephone calls promptly to avoid on-hold wait times
Cashier
Navy Exchange Service Command
Norfolk, VA
01.2017 - 07.2017
- Described products and services in detail
- Processed customer returns
- Completed purchases using Point of Sale systems
- Collected and stores coupons
- Assisted on sales floor as needed to maintain service standards
- Totaled bills and calculated taxes
- Created attractive displays to promote items
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
Sales Associate
Navy Exchange
Norfolk, VA
10.2016 - 12.2016
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Answered questions regarding the store and its merchandise
- Greeted customers and ascertained customers' needs
- Prepared sales slips and sales contracts
- Verified that all customers received receipts for purchases
- Trained and served as a peer coach for new sales associates.
- Provided positive first impressions to welcome existing, new and potential customers
Customer Service Associate
Coach
Norfolk, VA
09.2012 - 02.2013
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Demonstrated items to customers and created customer awareness, interest and sales.
Sales Associate
Lord & Taylor
Garden City, NY
10.2009 - 11.2010
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Engaged with customers to effectively build rapport and lasting relationships.
- Helped customers locate products and checked store system for merchandise at other sites
Customer Service Representative
Nordstrom
Garden City, NY
05.2009 - 11.2010
- Answered constant flow of customer calls with up to 10 calls in queue per minute
- Responded to customer requests for products, services and company information
- Educated customers on promotions to enhance sales
- Provided primary customer support to internal and external customers in fast-paced environment
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Administrative Assistant
Capitol Lease Funding
New York, NY
07.2008 - 04.2009
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments
- Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
Education
Diploma -
Hempstead High School
Hempstead, NY 09.2004 - 06.2008
Skills
Problem Solving ExpertDocumentation ExpertSales Floor ExpertStrong Communication Skills ExpertFast Typing Skills ExpertCustomer service
First aid and safety
Care plan assessment
Clinical quality program standards
State regulations knowledge
Patient care
Wound care maintenance
Medication Administration
Progress documentation
Certification
PCA - Personal Care Aide
Timeline
Private Home Caregiver
Amada Senior Care
05.2022 - Current
PCA - Personal Care Aide
05-2022
PSE Clerk
USPS
09.2021 - 01.2022
City Carrier Assistant
USPS
05.2021 - 09.2021
Cashier
Burlington
11.2020 - 04.2021
Customer Service Representative
Concentrix
05.2018 - 04.2019
Customer Service Representative
HALL AUTOMOTIVE CORPORATE
09.2017 - 12.2017
Cashier
Navy Exchange Service Command
01.2017 - 07.2017
Sales Associate
Navy Exchange
10.2016 - 12.2016
Customer Service Associate
Coach
09.2012 - 02.2013
Sales Associate
Lord & Taylor
10.2009 - 11.2010
Customer Service Representative
Nordstrom
05.2009 - 11.2010
Administrative Assistant
Capitol Lease Funding
07.2008 - 04.2009
Diploma -
Hempstead High School
09.2004 - 06.2008