Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Shantay Frith

Ocala

Summary

Knowledgeable Customer Experience Specialist skilled at balancing customer needs and company demands. Effectively build loyalty and long-term relationships with customers while achieving all individual goals. Administrative leader motivated to maintain customer satisfaction and contribute to company success. A strong leader and problem-solver dedicated to promote an engaged, empowering, and positive work environment.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Manager / Senior Support

Elite Selection Group, LLC
01.2022 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Enhanced customer service skills by conducting engaging training sessions for new employees.
  • Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
  • Implemented ongoing evaluations for trainees, ensuring consistent progress and skill development over time.

Customer Experience Specialist /Technical Support Advisor

Apple
04.2019 - 01.2022
  • Billing and subscriptions trained, Media Services trained, Technical Support trained, Apple pay trained, Apple Credit card customer experience specialist, Apple certified Mentor
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
  • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Diagnosed and troubleshot hardware, software and network issues.

Mail Processing Clerk

United States Postal Service
08.2017 - 04.2019
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Set up automated mail-processing systems to maintain smooth sorting operations.
  • Maintained a clean and organized work environment to optimize efficiency in mail processing tasks.
  • Weighed letters and packages and calculated costs based on classification, weight, and destination.
  • Operated mail processing equipment proficiently, minimizing downtime due to malfunctions or user error.
  • Checked parcels were securely sealed to eliminate losses.
  • Assisted in training new employees on company procedures, equipment usage, and safety guidelines for improved performance.
  • Processed and organized incoming mail for distribution to appropriate departments.

Education

Nursing

College of Central Florida
Ocala, FL

High School Diploma -

Academy For Community Education
06.2017

Skills

  • Technical Support
  • Quality Assurance
  • Leadership
  • Customer Service
  • Data Entry
  • Account Management
  • Teamwork and Collaboration
  • Problem solving
  • Performance management
  • Time management
  • Relationship building
  • Multitasking abilities
  • Training and mentoring

Certification

  • Registered Behavior Technician (RBT) - Behavior Analyst Certification Board.
  • ServSafe Food Handler's Certification
  • Basic Life Support (BLS) – American Heart Association

Languages

English
Creole

Timeline

Customer Service Manager / Senior Support

Elite Selection Group, LLC
01.2022 - Current

Customer Experience Specialist /Technical Support Advisor

Apple
04.2019 - 01.2022

Mail Processing Clerk

United States Postal Service
08.2017 - 04.2019

High School Diploma -

Academy For Community Education

Nursing

College of Central Florida

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Shantay Frith