Shauntrinata Watts
Valdosta,GA
Summary
Dynamic leader with proven expertise in customer support and project management, honed at Bright Springs Healthcare. Excelled in quality control and employee training, enhancing client relations and retention. Skilled in Microsoft Office and adept at fostering team unity, my approach boosted customer satisfaction significantly.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Bright Springs Healthcare
Valdosta, GA
10.2024 - Current
- Recruited and trained new employees to meet job requirements.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Produced thorough, accurate and timely reports of project activities.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Evaluated and authenticated returns, exchanges and voids.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Assigned work and monitored performance of project personnel.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated individual and team business performance and identified opportunities for improvement.
Cosmetologist
Self Employed Web
Valdosta, GA
03.2018 - Current
- Displayed excellent communication skills while interacting with clients to ensure they were comfortable throughout the entire process.
- Offered clients catalog showcasing hairstyle, cut and color options to meet individual preferences.
- Increased sales by providing exceptional service and maintaining positive and energetic attitude.
- Met with new clients and provided successful hair consultations detailing expectations for color, style and cut.
- Recommended treatment and styling products to customers to meet current needs or resolve specific concerns.
- Shaved, trimmed and shaped beards and mustaches.
- Washed, colored, cut and styled hair for high volume of clients daily.
- Developed new styles and techniques.
- Met with customers to discuss style preferences and special requirements before treatment.
- Maintained cleanliness of salon equipment and supplies.
Trainer
CDK Global
Valdosta, GA
05.2018 - 10.2024
- Adapted teaching methods according to the needs of individual learners or groups.
- Created and offered additional materials to enhance training.
- Devised programs to develop executive potential among employees in lower-level positions.
- Assisted with developing online learning modules for remote learners.
- Explained goals and expectations required of trainees.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Documented all training activities including attendance records, feedback forms, surveys.
- Resolved any issues raised by participants during the training session in a timely manner.
- Scheduled classes based on availability of classrooms, equipment or instructors.
Customer Service Supervisor
Sprint
Gainesville, FL
06.2010 - 05.2018
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Answered phone calls and responded to questions and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
Education
High School Diploma -
Miami Carol City Senior High
Miami, FL06-2003
Some College (No Degree) - Business Administration And Management
University of Arizona
Tucson, AZSkills
- Employee training
- Quality control
- Customer support
- Client relations
- Performance evaluation
- Project management
- Complaint resolution
- Team building
- Time management
- Coaching staff
- Effective communication
- Decision-making
- Employee scheduling
- Client relations and retention
- Staff training
- Quality assurance controls
- Microsoft outlook, word, and Excel
- Account updates
- Performance evaluations
- Customer relationship management (CRM)
Timeline
Customer Service Manager
Bright Springs Healthcare
10.2024 - Current
Trainer
CDK Global
05.2018 - 10.2024
Cosmetologist
Self Employed Web
03.2018 - Current
Customer Service Supervisor
Sprint
06.2010 - 05.2018
High School Diploma -
Miami Carol City Senior High
Some College (No Degree) - Business Administration And Management
University of Arizona
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