Hi, I’m
Shantae Bowen
Customer Care Representaive
Pembroke Pines,FL
Summary
Committed to maintaining professional relationships with clients to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
years of professional experience
Work History
FirstService ResidentialHollywood, FL
Customer Service Representative
11.2019 - Current
Job overview
- Manages approximately 60+ inbound calls to respond to inquiries and resolve concerns
- Provided solutions, recommendations, and replacements, using empathetic approach and demeanor
- Consistently met identified team and client performance metrics, goals, and deadlines
- Responded to customer questions and complaints and documented consumer communications
- Documented detailed notes in company database systems to track customer interactions
- Directed individuals on usage and benefits of self-service tools
- Routed inquiries or escalated calls outside area of expertise to appropriate department or employee
- Addressed customer concerns and complaints, resolving issues quickly and efficiently
- Implemented best practices in fostering exceptional customer care support and satisfying customers.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Inktel Miramar, Florida
Customer Service Representative
09.2018 - 11.2019
Job overview
- Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Compiled customer feedback and recommended service delivery improvements to management
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Bath & Body WorksPembroke Pines, Florida
Sales Associate
11.2016 - 03.2018
Job overview
- Facilitate money transactions for customers by ringing up sales using a cash register
- Unload and unpack deliveries of merchandise, organizing merchandise in the stockroom and stocking merchandise on the sales floor
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- 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.
Coral Cove Elementary SchoolMiramar, Florida
Child Care Monitor
10.2015 - 07.2016
Job overview
- Planned, promoted and managed activities on assisting children in attaining academic success
- Monitored progress and documented any status changes accordingly
- Used interactive visuals and static worksheets to teach each student.
- Kept children between ages of five to six and 15 safe and secure with vigilant oversight.
Education
Miramar High SchoolMiramar, FL
High School Diploma
06.2015
University Overview
- Percentage: 30%
- GPA: 3.6
- Honor Roll
Skills
Works well under pressure as part of a team
Work efficiently in a fast-paced environment
Stocking and replenishing
Order fulfillment
Computer proficient
Multi-line phone talent
Data entry
Customer Service
Call Management
Active Listening
Timeline
Customer Service Representative
FirstService Residential
11.2019 - Current
Customer Service Representative
Inktel
09.2018 - 11.2019
Sales Associate
Bath & Body Works
11.2016 - 03.2018
Child Care Monitor
Coral Cove Elementary School
10.2015 - 07.2016
Miramar High School
High School Diploma