Shaterria L. King
Moncks Corner,SC
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
T-Mobile, Custom Wireless
01.2016 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Researched and corrected customer concerns to promote company loyalty.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
Cashier Team Lead
Walmart
09.2011 - 08.2013
- 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.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Trained team members on cash register operation and cash handling.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Quickly and accurately counted drawers at start and end of each shift.
- Operated POS cash register and equipment to collect payments.
- Assisted customers in locating products, providing knowledgeable recommendations based on their needs.
- Conduct financial transactions using cash registers by taking cash in exchange for the items sold.
- Scan merchandise to determine prices and provide customers with information on what needs to be paid.
Customer Service Representative
Iqor Holdings US
08.2010 - 01.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Analyzes credit score via Transunion to determine wireless eligibility for wireless services.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Advise customers of necessary actions and strategies for debt repayment.
- Persuade customers to pay amounts due on credit accounts, damage claims, or nonplayable checks, or to return merchandise.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Liaise with technical support, accounting and other areas of the business to ensue customer satisfaction.
- Protect and defend annual revenue, and customer base by renewing service agreements with clients.
Education
High School Diploma -
North Charleston High School
North Charleston, SC08.2010
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Effective Speaker
- Detail oriented
- Record Management
- Invoicing and Reporting
- Microsoft Office; Word, Access, Excel, Powerpoint, and
- Windows
Publisher
Objective
In search of securing an accounting position with an organization that will enable me to use my organizational skills, customer service background, and management talents while allowing room for advancement and/or professional improvement. Accustomed to contributing to team objectives and proactive with a solid foundation of reliable and trustworthy performance.
Timeline
Customer Service Supervisor
T-Mobile, Custom Wireless
01.2016 - Current
Cashier Team Lead
Walmart
09.2011 - 08.2013
Customer Service Representative
Iqor Holdings US
08.2010 - 01.2016
High School Diploma -
North Charleston High School
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