SHANYLA MCNEILL
Fayetteville,North Carolina
Summary
To expand my existing customer service skills in an analytic and professional manner. I am motivated to secure a position as a team player in a people-oriented organization where I can maximize my strong communication and organizational skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Piedmont Natural Gas / Duke Energy
01.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Service Representative
Kelly Connect
08.2019 - 06.2021
- Assigned as a Customer Service Representative for Apple in a remote working environment
- Managed a large volume of calls to handle customer questions and complaints
- Researched information in databases to resolve customer issues
- Maintained composure in escalated situations
- Operated accurately and efficiently in a fast-paced environment
Packing Team Lead II
Smithfield Packing LLC.
06.2017 - 08.2019
- Helped manage front end production floor for busy meat packaging department
- Implemented waste reduction strategies to help with production and shorten production time
- Assisted all floor managers in training new employees and documenting employee files
- Processed corrections to payroll adjustments and any other pay related request from employees
Customer Service Representative II
Sykes
08.2014 - 06.2017
- Managed a large volume of calls to handle customer questions and complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution
- Exceeded team goals and collaborated with leadership to develop latest customer service guide for new employees
- Trained new hires on all policy and procedures related to their essential job functions
- Supervised day to day operations in absence of manager during peak times, which included monitoring over ten employees at any given time
Education
Diploma -
Alger B Wilkins High School
Fayetteville, NC05.2014
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Payment Processing
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Professional telephone demeanor
- Appointment Scheduling
- Team Development
- Microsoft PowerPoint
- Building rapport
- Technical Support
- Quality Control
- Dispute Resolution
- Sales expertise
- Service standard compliance
Timeline
Customer Service Representative
Piedmont Natural Gas / Duke Energy
01.2023 - Current
Customer Service Representative
Kelly Connect
08.2019 - 06.2021
Packing Team Lead II
Smithfield Packing LLC.
06.2017 - 08.2019
Customer Service Representative II
Sykes
08.2014 - 06.2017
Diploma -
Alger B Wilkins High School
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