SHANTEL STRADFORD
Rahway,NJ
Summary
Motivating leader that is experienced in providing support to a small high performance work team consisting of 5 team members. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Allied Beverage Group
07.2023 - Current
- Leading team of 5 CSR in training and coaching to develop best business practices.
- Manage workflow between two different case management queues.
- Collaborated with cross-functional teams to address complex customer needs and provide comprehensive solutions.
- Assist in new item pre-sell releases to ensure Allied is first to market.
- Ability to follow up with Operational owners and escalate issues that cannot be resolved in timely manner.
- Maintained up-to-date knowledge of industry trends and changes, providing valuable insights to both customers and team members alike.
- Assist in updates and distributions of Ad Hoc, weekly, monthly, quarterly, annual sales reports and scoreboards.
- Improved customer satisfaction by actively listening to concerns and providing timely resolutions.
- Provided ongoing support to teammates, fostering a collaborative environment that improved overall team performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Customer Service Representative
Allied Beverage Group
09.2019 - 07.2023
- Point of contact for Key account – Bottle King
- Collaborated with Divisional VPs and Purchasing Directors for special products such as: Claze Azul, Cakebread, Don julio, and Glenfiddich.
- Ensured all orders are successfully processed in a timely manner, make sure all pickup requests are processed.
- Communicated with Operations and Transportation teams in case of any urgent orders.
- Scheduled meetings with management to improve ways of working
- Point of Contact for Key account - Shoprite.
- Communicated with buyers regarding any concerns or invoice discrepancies
- Ensured all orders were processed in timely manner.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled discrepancy invoices, issues credits to ensure invoice pricing is correct and retail incentive payments were complete.
- Provided product/service information and resolved many emerging problems that customer encounter.
Customer Service Rep
TSG Cabinets (Cabinet Maker Organization)
02.2018 - 09.2019
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Rahway High School
Rahway, NJ06.2017
Skills
- Follow-up skills
- Time Management
- Telephone Etiquette
- Problem Resolution
- Prioritization
- Critical Thinking
References
- Jose Gonzalez, Supervisor, Jgonzalez@alliedbeverage.com, (201)-675-0023
- Heyddy Lombert, Director, Hlombert@alliedbeverage.com, (973)-477-1880
- Rocco Mandeville, Customer Experience Manager, Rmandeville@alliedbeverage.com, (732)-850-5217
Timeline
Customer Service Specialist
Allied Beverage Group
07.2023 - Current
Customer Service Representative
Allied Beverage Group
09.2019 - 07.2023
Customer Service Rep
TSG Cabinets (Cabinet Maker Organization)
02.2018 - 09.2019
High School Diploma -
Rahway High School
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