Shantina Payne
Columbus,OH
Summary
Customer service professional prepared to deliver exceptional support and resolve customer concerns with precision. Adept at addressing client needs and fostering collaborative environment to achieve high satisfaction rates. Reliable team player with flexible adaptability to dynamic situations, equipped with effective problem-solving and communication skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Owner
Simplee Prissee LLC
12.2020 - Current
- Enhances organization reputation by accepting ownership for accomplishing new and different requests
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversee daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
Bartender
Social Club and Lounge Venue
05.2021 - 07.2024
- Serve customers with great customer service while preparing drink and food orders
- Prepare bar (Clean & Sanitize cups, Chop fruit, Wipe bottles, etc)Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
Remote Payment Specialist
Upstart
05.2022 - 05.2024
- Performed various administrative tasks related to payments, including generating reports, updating records, and maintaining accurate documentation.
- Evaluated and recommended improvements to current payment systems, leading to increased efficiency and reduced processing times.
- Reduced errors in payment processing by maintaining an organized system for tracking invoices, payments, and account balances.
- Ensured timely payments by closely monitoring deadlines and proactively reaching out to clients for required information.
- Prioritized tasks efficiently while working under tight deadlines to consistently meet or exceed daily transaction quotas.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Increased customer loyalty through personalized interactions, building rapport with clients.
- Collaborated with team members to achieve monthly sales targets through upselling strategies.
Customer Care Representative
Value City Furniture
02.2021 - 07.2021
- Inbound / outbound calls about furniture and servicing
- As400 system /Genesis / Microsoft everyday
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
Customer Service/ Call Center
PNC Call Center
11.2016 - 12.2018
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Provided customers with product information and answered inquiries to provide top-quality service.
Customer Service/ Call Center
DSW Call Center
04.2014 - 01.2015
- Placing, tracking orders
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Data Entry
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Consistently met or exceeded monthly performance metrics for call quality, adherence to schedule, and efficiency.
- Developed strong rapport with customers by attentively addressing their needs and fostering a positive service experience.
Customer Service/ Call Center
JCPenny Call Center
02.2013 - 01.2014
- Data Entry
- Answers inquiries
- Placing orders
- Faxing, Collating, and Researching
- Resolves problems by clarifying issues, implementing solutions, and resolving problems
- Communicating effectively via writing, email, and phone
- Correcting customer information
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
- Recognized as a top performer among peers due to consistently exceeding expectations for call quality and customer satisfaction scores.
- Stayed up-to-date on industry trends and advancements in customer service technology to provide informed recommendations for operational enhancements.
Education
High School Diploma -
Independence High School
Columbus, OH06.2009
Skills
- Payment management
- Call center experience
- Troubleshooting
- Documentation and notes
- Inventory assistance
- Escalation control
- Script preparation
- Problem-solving skills
- Multitasking Abilities
- Phone Etiquette
Certification
- Bartender License, 06/20, I have my Mixologist license and can serve and make drinks anywhere
- TABC Certified
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Supervised team of 10 staff members.
Timeline
Remote Payment Specialist
Upstart
05.2022 - 05.2024
Bartender
Social Club and Lounge Venue
05.2021 - 07.2024
Customer Care Representative
Value City Furniture
02.2021 - 07.2021
Owner
Simplee Prissee LLC
12.2020 - Current
Customer Service/ Call Center
PNC Call Center
11.2016 - 12.2018
Customer Service/ Call Center
DSW Call Center
04.2014 - 01.2015
Customer Service/ Call Center
JCPenny Call Center
02.2013 - 01.2014
High School Diploma -
Independence High School
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