Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shante Lewis

Richmond

Summary

Dynamic professional with extensive experience in customer service and team leadership at Walmart. Proven track record in enhancing customer satisfaction and mentoring staff. Skilled in conflict resolution and operations management, successfully improving first-call resolution rates and fostering a positive work environment. Committed to driving performance and achieving organizational goals.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Assistant Manager

Walmart
10.2013 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.

Inbound Customer Service Representative

Bon Secours
02.2021 - 08.2024
  • Enhanced inbound call experience through welcoming greetings.
  • Enhanced call handling efficiency by leveraging scripts, FAQs, and knowledge base resources.
  • Addressed and resolved inbound calls and inquiries efficiently to boost customer satisfaction.
  • Handled grievances to promote repeat business.
  • Ensured confidentiality and precision in documenting client communications within CRM platforms.
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.

Education

High School Diploma - Academic

George Wythe High School
Richmond, VA
06.2006

Skills

  • Customer service
  • Team leadership
  • Decision-making
  • Problem-solving
  • Team motivation
  • Staff training and development
  • Staff supervision
  • Task delegation
  • Goal setting
  • Conflict resolution
  • Retail operations
  • Workload management
  • Employee scheduling
  • Customer rapport
  • Recruiting and interviewing
  • Operations management

Certification

Project management

Timeline

Inbound Customer Service Representative

Bon Secours
02.2021 - 08.2024

Assistant Manager

Walmart
10.2013 - Current

High School Diploma - Academic

George Wythe High School

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Shante Lewis