Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaquanna Green

Troy,AL

Summary

Dynamic customer service professional with a proven track record at Chick-fil-A, excelling in complaint resolution and employee coaching. Skilled in critical thinking and schedule management, I enhance team productivity and foster customer loyalty through effective communication and empathetic support, achieving significant improvements in customer satisfaction.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Qualfon
10.2023 - 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 company information.

Team Leader Manager

Chick-fil-A
05.2021 - 06.2023
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Led employee relations through effective communication, coaching, training, and development.
  • Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.

Cashier Team Lead

Academy Sports and Outdoors
10.2020 - 05.2021
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
  • Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
  • Developed strong relationships with repeat customers through friendly service interactions.

Shift Lead Manager

Chicken Salad Chick
11.2016 - 04.2019
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Managed inventory effectively, reducing wastage and optimizing stock levels for peak demand periods.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.

Call Center Representative

Atterro
09.2015 - 02.2016
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Education

Diploma - Payroll Accounting And Bookkeeping

Herzing University
Madison,WI
04-2013

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Coaching and mentoring
  • Schedule management
  • Complaint resolution
  • Employee evaluation

Timeline

Customer Service Representative

Qualfon
10.2023 - Current

Team Leader Manager

Chick-fil-A
05.2021 - 06.2023

Cashier Team Lead

Academy Sports and Outdoors
10.2020 - 05.2021

Shift Lead Manager

Chicken Salad Chick
11.2016 - 04.2019

Call Center Representative

Atterro
09.2015 - 02.2016

Diploma - Payroll Accounting And Bookkeeping

Herzing University

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