Shantia Baldwin
Memphis,TN
Summary
Dedicated Customer Service Representative experienced in complaint handling and active listening. Enhanced customer satisfaction and team efficiency through effective management of high-stress situations. Contributed to increased team performance by training new staff and improving processes, while resolving complex inquiries.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
K N G Fashion
Memphis, TN
08.2018 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in managing customer accounts, ensuring accurate updates and maintenance.
- Collaborated with team members to streamline service processes and enhance efficiency.
- Trained new staff on customer service protocols and company policies to ensure compliance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Cashier
Citgo Gas Station
Memphis, TN
08.2012 - 07.2018
- Provided exceptional customer service, resolving inquiries and issues promptly.
- Processed customer transactions accurately and efficiently using POS systems.
- Managed cash drawer, ensuring balanced register at end of shifts.
- Maintained cleanliness and organization of work area to enhance efficiency.
Cashier/Lead Customer Service Representative
Blues City Gerenal Store
Memphis, TN
05.1995 - 08.2011
- Trained and mentored new cashiers on customer service standards and operational procedures.
- Resolved customer inquiries and issues promptly, enhancing overall shopping experience.
- Supervised daily cash register operations and ensured accurate transaction processing.
- Implemented inventory management practices to streamline stock replenishment and reduce discrepancies.
- Monitored cash handling procedures to ensure compliance with company policies and minimize errors.
- Collaborated with management to identify process improvements that increased operational efficiency.
- Maintained cleanliness and organization of the checkout area, creating a pleasant shopping experience for customers.
Education
Associate of Arts - Business Administration
Strayer University
Washington, D.C.09-2026
Skills
- Customer service
- Client management
- Complaint handling
- Active listening
- Critical thinking
- Data analysis
- Microsoft Excel
- Microsoft Office Suite
- Microsoft PowerPoint
- Paperwork processing
- Document management
- Administrative coordination
- Team collaboration
Timeline
Customer Service Representative
K N G Fashion
08.2018 - Current
Cashier
Citgo Gas Station
08.2012 - 07.2018
Cashier/Lead Customer Service Representative
Blues City Gerenal Store
05.1995 - 08.2011
Associate of Arts - Business Administration
Strayer University