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, FLHigh 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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