Shaunita Brown
Customer Service Representative
Vienna,VA
Summary
Dynamic Customer Service Representative with a proven track record at Presto Valet, recognized for enhancing customer loyalty through effective complaint resolution and active listening. Skilled in problem-solving and call management, I consistently exceeded performance metrics, driving sales growth and fostering strong customer relationships.
Overview
6
6
years of professional experience
Work History
Customer Service Represent
Presto Valet
12.2024 - 04.2025
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Customer Service Representative
Caravan
09.2021 - 07.2023
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
KLVP GROUP
03.2019 - 07.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Associate of Science - Computer Technology
University District of Columbia
Washington DC05.2003
High School Diploma -
Ballou High School
Washington, DC06.2001
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Time management
Data entry
Call center experience
Customer relations
Timeline
Customer Service Represent
Presto Valet
12.2024 - 04.2025
Customer Service Representative
Caravan
09.2021 - 07.2023
Customer Service Representative
KLVP GROUP
03.2019 - 07.2021
Associate of Science - Computer Technology
University District of Columbia
High School Diploma -
Ballou High School