Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shatihya Elliott

Houston,TX

Summary

Creative Finance graduate offering strong analytical and abstract reasoning skills. Excellent history of managing complex data. Well-versed in business operations, strategic planning and market analysis. Track record of positive academic performance and superior numerical and analytical skills. Knowledgeable in understanding financial and payment matters, customer service and sales activities. Possess 9 years of related experience within technology and retail industry. Proficiency in CSC, Knowledge Center, Microsoft Office Suite, Adobe Acrobat, data entry and great PC skills.

Overview

4
4
years of professional experience

Work History

Digital Technician

Amazon
04.2023 - Current
  • De-escalating calls,making daily decisions that are best for our company but also providing customer obsession when involving customer
    issues such as merchandise sales and returns, return and refund explanations, device technical support and replacements,
  • Resolving complaints while educating customers regarding the company policy.
    • Deliver timely, accurate and professional customer service to all Amazon customers.
  • Serve as an action-oriented, flexible problem-solver who assists customers in expediting orders and correcting post-sales problems.
    • Provide answers for associate questions via chat,
    maintaining a high level of accessibility as a resource, trainer and mentor to assist with improving metrics and performance.
    • Document new procedures and processes based on new training for new skills.
    • Answer inbound calls to assist customers during our peak seasons.
    • Ensure service delivered to customers meets our Key Performance requirements.
    • Listen attentively to our customers' needs and concerns as well as demonstrating empathy to build rapport with the customer.
    • Displaying control and patience as needed with our customers.
    • Maintain basic knowledge of the company's products and services to ensure I am always ready to serve our customers.
    • Provide accurate annotations on each customers' accounts as required to ensure proper documentation for future reference.
  • Interpreted test information to resolve design-related problems.
  • Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
  • Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.

Account Change Specialist

Amazon
03.2020 - Current


  • Researched EEO laws such as ADA, EPA, ADEA, PDA, FMLA, FLSA, HIPPA, and Civil Rights Act of 1964
  • Create more than 30 new customer accounts daily and update more than 80 profiles with latest customer information
  • Forge and mature impactful relationships with customers to cultivate loyalty and boost my customer satisfaction rating to 95%
  • Record customer concerns and requests via CSC (customer service central) system and conduct follow up
  • Review customer account activity to assess billing and financial status and investigate possible discrepancies
  • Addressed customers with lockout and compromised accounts by disabling, sanitizing, and resetting account credentials
  • Collaborate with managers to provide customer feedback and recommend operational changes to meet emerging trends
  • Assessed customers’ requests and adhered to standards of quality, service, and compliance requirements.

CNS Training Assistant

Amazon
04.2022 - 07.2023
  • Provided administrative support to training instructors
  • Coordinated associate connections and assisted with troubleshooting
  • Assisted session facilitators and guest speakers with last minute requests (such as conference
  • Calls, liaison with I.T
  • Department, area managers, HR, etc.)
  • Logged absences, tardiness, training logs, engagement & other issues for daily report
  • Recorded curriculum deviations, timing, etc
  • For the daily training report
  • Accounted session attendance sign-ins & tracking reports per trainer-defined schedule
  • Aided in daily reports and daily log of profile for each student
  • Reviewed lesson activities from trainees for basic format, blurb usage, policy, etc
  • Evaluated trainee’s live email responses, using coaching & adult learning techniques
  • Contributed hands-on technical expertise from production floor to discussions
  • Demonstrated live calls (via remote) for class or assist in preparation and setup
  • Facilitated lessons and activities
  • Generated trainee evaluations and follow up reports for all sessions
  • Coach & provided individual skills tutoring during classes as needed
  • Supported other duties as assigned
  • Managed mentors and grad-bay activities
  • Prepared materials for skills development classes.
  • Used surveys, focus groups and interviews to assess and determine training needs.

Thrive Program

Amazon
04.2022 - 04.2022
  • (Leadership development Program)
  • Sharpened skills on conflict resolution, effective speaking and listening, interviewing, career growth plans, own you career.
  • Conducted educational workshops to spearhead employee training on available tools and optimal strategies.
  • Assisted leadership teams with building shared beliefs and attitudes across organizational structures.
  • Assessed potential candidates for suitability for different programs such as management training and leadership development initiatives.
  • Provided coaching and mentoring to employees.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Facilitated virtual, in-person and blended learning sessions.

Education

MBA - Finance

University of Houston - Downtown
Houston, TX
12.2024

Bachelor of Business Administration BBA - Management

Prairie View A&M University
2017

Skills

  • Customer Service
  • Leadership
  • Relationship Management
  • Performance Evaluation Training & Development
  • Decision Making
  • Billing
  • Confidentiality
  • Employee Relations
  • Microsoft Office Suite
  • Troubleshoot Instrumentation

Timeline

Digital Technician

Amazon
04.2023 - Current

CNS Training Assistant

Amazon
04.2022 - 07.2023

Thrive Program

Amazon
04.2022 - 04.2022

Account Change Specialist

Amazon
03.2020 - Current

MBA - Finance

University of Houston - Downtown

Bachelor of Business Administration BBA - Management

Prairie View A&M University

Similar Profiles

CREATE PROFILE
Shatihya Elliott