Shanell Smith
pembroke pines,FL
Summary
Dynamic customer service professional with a proven track record at Inktel Contact Center Solutions, excelling in complaint resolution and CRM software utilization. Adept at enhancing customer satisfaction through effective communication and problem-solving skills, consistently achieving high retention rates and fostering positive customer relationships.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Inktel Contact Center Solutions
, FL
02.2025 - 04.2025
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
customer service agent
Inktel contact center solution
02.2023 - 10.2023
- Managed customer inquiries through multiple communication channels, ensuring customer satisfaction and timely resolutions.
- Utilized CRM software to enhance the tracking and management of customer interactions, contributing to team efficiency.
- Effectively handled complex customer complaints and escalated issues, ensuring high customer retention rates.
- Manage daily activities and comply regulator requirements.
Customer service cashier
wild waves
06.2021 - 08.2022
- Resolved customer inquiries and complaints, achieving a 95% customer satisfaction score.
- Resolved customer complaints and maintain clean and tidy checkout area.
- Enable customer to feel welcomed, important and appreciated by answering about product sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Ability to manage over customer call per day.
- Learned duties for various position and provided backup at key times.
customer service representative
East West plumbing Inc
03.2018 - 04.2021
- Managed customer inquiries through multiple communication channels, ensuring customer satisfaction and timely resolution.
- Utilized CRM software to track and manage customer interactions, contributing to a more organized and efficient team workflow.
- Implemented enhancements to customer processes, leading to increased overall customer satisfaction rates.
- Handled complex customer complaints and escalated issues effectively, ensuring customer retention and satisfaction.
Education
Associate degree -
Knox community collage
Manchester06.2019
high school diploma -
Mayday high school
manchester01.2017
Skills
- Customer service
- Complaint resolution
- CRM software
- Product knowledge
- Communication skills
- Time management
- Problem solving
- Active listening
- Order and refund processing
- Microsoft exchange
- Microsoft PowerPoint
- Complaint handling
- Document control
- Customer service excellence
- Microsoft outlook
Personal Information
- Date of Birth: 02/05/99
- Gender: Female
Languages
English
Professional
Timeline
Customer Service Representative
Inktel Contact Center Solutions
02.2025 - 04.2025
customer service agent
Inktel contact center solution
02.2023 - 10.2023
Customer service cashier
wild waves
06.2021 - 08.2022
customer service representative
East West plumbing Inc
03.2018 - 04.2021
Associate degree -
Knox community collage
high school diploma -
Mayday high school
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