Sharina Tappin
Rosedale,NY
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Con Edison
Staten Island, NY
06.2024 - 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.
- Managed customer questions related to product availability, service options, and company information.
Benefits Consultant
United Federation Of Teachers
New York, NY
08.2020 - 06.2021
- Developed customized benefits packages for executives, attracting top talent to the organization and fostering long-term retention.
- Managed open enrollment periods, ensuring timely communication of benefit updates and assisting employees with their selections.
- Resolved complex benefits issues promptly, facilitating positive employee relations throughout the process.
- Advised clients on industry and demographic standards for benefits packages to maintain competitive offerings and maximize employee retention.
Server/ Cashier
Chipotle
Jamaica, NY
02.2018 - 10.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Ticket Agent
Aviation Port Services- Norwegian Airlines
Queens, NY
07.2016 - 04.2018
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Assisted with development and implementation of new ticketing policies for enhanced service delivery.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.
- Managed cash transactions accurately, balancing daily sales reports to maintain financial integrity.
Recreation Supervisor
Queensborough Community College
Queens, NY
02.2016 - 02.2017
- Maintained inventory of supplies and equipment with established sign-out procedures.
- Scheduled events in recreation facilities and monitored facility conditions.
- Cultivated positive relationships with youths and team members using good judgment, active listening and social perceptiveness.
- Established a positive work environment by fostering open communication among staff members and promoting teamwork in daily operations.
- Optimized resource usage with careful monitoring of equipment maintenance schedules reducing downtime due to repairs.
- Enhanced customer service quality through ongoing staff training sessions focused on communication skills and problem-solving techniques.
- Enforced safety procedures and protocols among staff and students to maximize safety.
Supervisor
Kohls Department Store
Valley Stream, NY
10.2015 - 10.2017
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Education
Bachelor - Psychology
York College
Jamaica, NY06.2020
Associates - Psychology
Queensborough Community College
Oakland Gardens, NY06.2018
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Data entry
- Critical thinking
- Active listening
- Fast Learner
Timeline
Customer Service Representative
Con Edison
06.2024 - Current
Benefits Consultant
United Federation Of Teachers
08.2020 - 06.2021
Server/ Cashier
Chipotle
02.2018 - 10.2020
Ticket Agent
Aviation Port Services- Norwegian Airlines
07.2016 - 04.2018
Recreation Supervisor
Queensborough Community College
02.2016 - 02.2017
Supervisor
Kohls Department Store
10.2015 - 10.2017
Bachelor - Psychology
York College
Associates - Psychology
Queensborough Community College