Sharlene Cantrell
Merriam,KS
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
GEICO, Government Employees Insurance
Lenexa, KS
05.2021 - Current
- Surpassed 1,000 calls a month rated number one on the team month after month
- Last quarter ended in the top 100 of performers in the company
- Survey Excellence averaged 92% a month
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Back-End/Deliveries Support Manager
Lowes
Roeland Park , KS
07.2018 - 03.2021
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Conducted department walkthrough to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
- Monitored attendance records by taking note of staff vacation time, sick days and personal days.
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Loaded and unloaded packages from loading dock to trucks.
Department Manager
Toys R Us
Overland Park, KS
11.2003 - 07.2018
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Supervised 30 full-time and 50 part-time employees.
- Performed opening and closing duties as part of management team, including cash management.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Coached, trained and mentored new team members and manager trainees.
- With the supervision and guidance of the store manager, led store ranking in top 10% of all Toys R US stores.
- Operate as management in a retail outlet producing more than 3M annually.
- Treated associates with fairness and respect, providing recognition of accomplishments.
- Collaborated with visual merchandising team to develop strategies to drive profitability.
- Streamlined ordering and Inventory procedures to identify top sellers and reduce over-stock.
- Consistently put customers first by handling needs with sense of urgency and compassion.
Education
High School Diploma -
Shawnee Mission North High School
Overland Park, KS05.2001
Some College (No Degree) -
Johnson County Community College
Overland Park, KSSkills
- Recordkeeping and bookkeeping
- Multitasking and prioritization
- Focused on customer satisfaction
- Inbound and Outbound Calling
- Licensed Property & Casualty Insurance Agent
- Insurance procedures
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
05.2021 - Current
Back-End/Deliveries Support Manager
Lowes
07.2018 - 03.2021
Department Manager
Toys R Us
11.2003 - 07.2018
High School Diploma -
Shawnee Mission North High School
Some College (No Degree) -
Johnson County Community College
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