Shantyce Nelson
ORLANDO,FL
Summary
Positive, confident and attentive Customer Service Specialist with over 20+ years experience in CSR roles and sales. Has an amazing and energetic personality that builds customer loyalty and increases client engagement with every interaction. My extensive experience has equipped me with the proven ability to support and consistently exceed customer's expectations. Im an effective team player and a valuable team member who looks forward to becoming an asset to your company.
Overview
10
10
years of professional experience
Work History
Operations Manager
Crunch Fitness
05.2024 - 08.2026
- Oversaw daily gym operations, ensuring a clean, safe and welcoming environment for all members.
- Built and developed a diverse team of 20+ staff members focused on providing high quality service..
- Developed and implemented operational policies to enhance gym efficiency and member satisfaction.
- Maintained accurate client records and billing information.
- Confirmed all staff certifications were current and compliant with industry standards.
- Analyzed performance metrics to identify areas for improvement and implement effective solutions.
- Generated detailed reports of operations and marketing opportunities to be submitted daily.
Billing Specialist and Retention
AT&T Communications
02.2022 - 03.2024
- Managed inquiries, calls and complaints from over 50 clients a day and achieved a top %10 customer service ranking of over 200 employees
- Collaborated with internal teams to ensure timely resolutions of clients requests and consistently provided high quality encounters and results
- Maintained and analyzed detailed records of customer interactions to identify retention opportunities.
In-House Sales Representative
Wyndham Vaction Ownership
04.2016 - 01.2020
- Developed strong relationships with clients, producing a personalized sales experience that increased customer loyalty and established trust.
- Consistently delivered engaging sales presentations to potential and existing buyers, effectively communicating our product details and benefits.
- Executed over 50 sales presentations monthly, focusing on closing deals and maximizing revenue.
- Negotiated pricing and terms with clients establishing transaction satisfaction and generating repeat business clients
- Followed-up with leads from marketing campaigns, converting inquiries into sales.
Skills
- Outstanding customer service engagement
- Excellent database maintenance
- Technical proficiency
- Awesome Conflict resolution and problem solving skills
- Detail oriented
- Super positive Attitude
Timeline
Operations Manager
Crunch Fitness
05.2024 - 08.2026
Billing Specialist and Retention
AT&T Communications
02.2022 - 03.2024
In-House Sales Representative
Wyndham Vaction Ownership
04.2016 - 01.2020