Sharnell Campbell
Upper Marlboro,MD
Summary
Dynamic customer service professional with extensive experience at Macy’s, excelling in conflict resolution and active listening. Proven track record of enhancing customer satisfaction and loyalty through empathetic complaint handling and effective upselling. Skilled in data entry and prioritization, consistently achieving service goals in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Macy’s
01.2022 - 12.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Clerk
United States Post Office
Clarksburg, MD
04.2023 - 04.2024
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
Telephone Operator
Department of Veterans Affairs
Washington, DC
11.2020 - 04.2023
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
Customer Service Cashier
Sodexo USA
Marland, OK
08.2019 - 08.2020
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
Education
High School Diploma -
Stratford Career Institute
Prince George’s Community College
Skills
- Customer relations
- Data entry
- Critical thinking
- Active listening
- Customer service
- Call center experience
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Prioritization
- De-escalation techniques
Timeline
Clerk
United States Post Office
04.2023 - 04.2024
Customer Service Representative
Macy’s
01.2022 - 12.2024
Telephone Operator
Department of Veterans Affairs
11.2020 - 04.2023
Customer Service Cashier
Sodexo USA
08.2019 - 08.2020
High School Diploma -
Stratford Career Institute
Prince George’s Community College