Shanyel Norman
Las Vegas,NV
Summary
Customer-focused professional with over 10 years of experience in customer communications and satisfaction. Proven ability to adapt and provide compassionate service in high-pressure environments. Seeking to transition into funeral services to contribute positively and enhance client experiences. Committed to continuous learning and professional growth in the embalming specialty.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Relations Chat Specialist
Allegiant Airlines
Las Vegas, Nevada
06.2020 - Current
- Managed customer inquiries through live chat support and ticketing system.
- Answered customer questions and resolved concerns quickly to maximize satisfaction.
- Built customer relationships through positive communication techniques while ensuring professionalism.
- Took over chats to assist supervisors in resolving complex customer inquiries.
- Partnered with teams to enhance communication and response strategies for improved customer support.
- Analyzed customer feedback to identify trends and enhance service quality.
- Trained new chat specialists on tools and company policies for effective support.
- Maintained detailed records of customer interactions for future reference.
- Maintained business records by updating customer information.
- Utilized various software tools such as AWS and LiveChat to manage conversations with customers.
- Recognized process improvement opportunities and proposed suggestions to streamline operations.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
Administrative Assistant
Bunkers Mortuary
06.2019 - 01.2020
- Assisted in completing, verifying accuracy, and filing essential forms and documents, including insurance, social security, military, and death certificates.
- Greeted families and answered telephones professionally as first point of contact, ensuring comfort and support.
- Scheduled support staff for services while acting as liaison between support staff and funeral directors.
- Assistance with daytime funeral and memorial services, and creating memorial cards, videos, and obituaries.
Production Tech
Remedy Staffing
06.2018 - 03.2019
- Inspect food processing areas to ensure compliance with government regulations and standards for sanitation, safety, quality, and waste management standards.
- Cleaned and sterilized production and kitchen equipment, ensuring compliance with hygiene standards.
- Evaluated food processing and storage operations, contributing to quality assurance development.
- Analyzed test results to classify and compare products, supporting quality assessment and decision-making.
Retail Associate/Guide
Immersive LLC
11.2017 - 06.2018
- Delivered exceptional customer service by greeting and assisting guests, effectively addressing inquiries and resolving complaints.
- Advised guests on product selections tailored to their needs and interests, enhancing their shopping experience.
- Answer guest's questions about products, prices, availability and product uses.
- Shared in-depth product knowledge and history during guided tours, enriching guest engagement and satisfaction.
- Plan, assemble, and stock product displays.
- Monitored inventory to ensure adequate product availability. and reorder stock, as necessary.
Retail Supervisor
Fidelis Management
11.2016 - 10.2017
- Delivered outstanding customer service by greeting and assisting guests, addressing inquiries and resolving complaints effectively.
- Directed and supervised employees in sales, inventory-taking, and cash reconciliation to enhance customer service operations.
- Monitored sales activities to guarantee satisfactory service and quality of goods for guests.
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate. Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
- Inventory stock and reorder when inventory drops to a specified level.
Shift Manager
Zia Records
03.2009 - 09.2015
- Coordinated advertising campaigns, sales promotions, and merchandise displays to enhance brand visibility.
- Formulate pricing policies for merchandise according to need.
- Collaborated with company officials to create strategies that increased sales and expanded market reach.
- Assign employees to specific duties.
- Hire, train, and evaluate personnel, promoting or firing workers when appropriate.
- Delivered exceptional customer service by assisting guests and effectively resolving inquiries and complaints.
Education
Dental Assistant Program -
Northwest Career College
12.2020
Associates Degree - General Studies
College of Southern Nevada
05.2012
Skills
- CPR/BLS certified
- Greeting and seating
- Sterilization
- Vital signs
- Infection control
- Quality customer service
- scheduling appointments
- HIPAA/OSHA compliant
- Microsoft Office skills
- Taking blood pressure
- Writing laboratory slips
- Typing skills - 56 WPM
- Live chat support
- Training and development
- Escalation handling
- Exceptional interpersonal skills
- High levels of professionalism
- Effective communication
Certification
Registered Dental Assistant, Pending, American Medical Technologists
References
Available upon request
Timeline
Customer Relations Chat Specialist
Allegiant Airlines
06.2020 - Current
Administrative Assistant
Bunkers Mortuary
06.2019 - 01.2020
Production Tech
Remedy Staffing
06.2018 - 03.2019
Retail Associate/Guide
Immersive LLC
11.2017 - 06.2018
Retail Supervisor
Fidelis Management
11.2016 - 10.2017
Shift Manager
Zia Records
03.2009 - 09.2015
Dental Assistant Program -
Northwest Career College
Associates Degree - General Studies
College of Southern Nevada