Shantrell Paige
New Orleans,LA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
Lead Customer Service Agent
Frontier Airlines
New Orleans
11.2021 - 03.2024
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Managed daily operations related to providing exceptional service experiences for customers.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Monitored call center performance metrics, such as average speed of answer and call abandonment rate, and made recommendations for improvement where necessary.
- Promoted available products and services to customers during service, account management and order calls.
Security Officer
Seal Security
New Orleans, Louisiana
11.2020 - 01.2022
- Confirmed visitor identification prior to granting entry into the building.
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Screened visitors and employees for weapons and contraband with hand wands and metal detectors.
- Patrolled crowds during events to preserve order and promote security.
Housekeeper Inspector
Staff Pro
New Orleans, LA
01.2015 - 10.2019
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Followed safety procedures when handling hazardous materials.
- Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Used cleaning chemicals following proper guidelines.
- Inspected furniture for damage or stains in between guest stays.
- Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
- Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
- Cleaned rugs and upholstery using vacuums and fabric shampoo when necessary.
Education
High School Diploma -
O.Perry Walker Prep College
New Orleans, LA05-2014
Skills
- Escalation management
- Complaint handling
- CRM software expertise
- Call center experience
- Team training and leadership
- Team performance
- Order processing
- Fast learner
- Administrative support
- Work prioritization
- Customer complaint resolution
- Customer service
- Team task delegation
- Customer support
- Relationship management
- Help desk support
- Positive and friendly
- Willingness to lead
Timeline
Lead Customer Service Agent
Frontier Airlines
11.2021 - 03.2024
Security Officer
Seal Security
11.2020 - 01.2022
Housekeeper Inspector
Staff Pro
01.2015 - 10.2019
High School Diploma -
O.Perry Walker Prep College