Shauna Kiett
White Plains,MD
Overview
25
25
years of professional experience
Work History
Beauty Stylist
self employed
White Plains, MD
06.2023 - Current
- Provided beauty consultations to clients and recommended appropriate services based on their individual needs.
- Demonstrated proper techniques for cutting and styling hair according to client's desired look.
- Developed customized hair treatments for clients, including coloring, highlighting, extensions, straightening and perming.
- Maintained a clean workspace, sterilized equipment and adhered to safety protocols at all times.
- Provided excellent customer service by consulting with clients regarding their desired results and providing advice on how best to achieve them.
- Kept up-to-date with current trends in hair styling, coloring and other beauty treatments through continuing education courses.
- Organized promotional events such as fashion shows or photo shoots featuring the work of the salon staff.
Customer Service Agent
Department Of Motor Vehicles Adjudication
Largo, MD
01.2022 - Current
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided product information to customers in a timely manner.
Remote Call Center
The Midtown Group
Washington , DC
03.2021 - 01.2022
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Warehouse Associate
Nordstorm
Upper Marlboro, MD
03.2020 - 12.2020
- Performed cycle counts to ensure accuracy of inventory levels.
- Received and processed incoming shipments, verifying accuracy of items against purchase orders.
- Labeled containers correctly for product identification purposes.
- Packed goods for shipment in accordance with customer instructions.
- Assembled customer orders from stock ensuring that the correct number and types of products were picked accurately.
- Inspected returned merchandise for damage or defect before restocking shelves or returning it back to suppliers and vendors.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
Call Center Agent
FEMA
Hyattsville, MD
10.2017 - 11.2019
- Greeted customers in a professional and courteous manner.
- Resolved customer service inquiries promptly and efficiently.
- Provided accurate information on products and services to customers.
- Identified customer needs by asking probing questions and actively listening to responses.
- Managed customer accounts, including updating account information as needed.
- Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
- Monitored incoming calls to ensure they were routed correctly according to established protocols.
- Analyzed data trends in order to make recommendations for process improvements.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Substitute Teacher
Prince George's Public Schools
Upper Marlboro, MD
01.1999 - 01.2017
- Provided instruction and guidance to students in the absence of a regular teacher.
- Organized lesson plans and activities for students.
- Monitored student progress throughout the day.
- Maintained accurate records of student performance, attendance, and behavior.
- Supported special needs students by providing individual instruction as needed.
- Developed creative learning strategies to engage all types of learners.
- Promoted a safe and secure atmosphere within the classroom setting.
- Enforced classroom routines to keep students on schedule and operating at consistent level.
Education
High School Diploma -
Frederick Douglass High School
Upper Marlboro, MD05.1996
Skills
- Inbound and Outbound Calling
- Data Entry
- Complaint Resolution
- Appointment Scheduling
- Account Updating
- Call Center Operations
- Quality Assurance Controls
- Microsoft Office Expertise
- Clerical Support
- Credit Card Payment Processing
- Customer Service
- Documentation
- Customer Relations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Beauty Stylist
self employed
06.2023 - Current
Customer Service Agent
Department Of Motor Vehicles Adjudication
01.2022 - Current
Remote Call Center
The Midtown Group
03.2021 - 01.2022
Warehouse Associate
Nordstorm
03.2020 - 12.2020
Call Center Agent
FEMA
10.2017 - 11.2019
Substitute Teacher
Prince George's Public Schools
01.1999 - 01.2017
High School Diploma -
Frederick Douglass High School
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