Shawan Hood
Cincinnati,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Escalation Specialist
Citi Bank - Macys Collections
Florence, KY
01.2012 - Current
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Managed multiple customer accounts simultaneously while providing superior service.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Researched, analyzed, and resolved complex customer inquiries.
- Collected deposits or payments and arranged for billing.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided technical support to customers with escalated issues.
- Performed research on customer inquiries prior to escalating them for further review.
Extern Site
St Elizabeth Physicians
Burlington, KY
06.2014 - 08.2014
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Documented notes during patient visits.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Collected samples from patients for laboratory testing purposes.
Cashier/Front-End Customer Service/Floral, Produce, Fuel Center Clerk
Kroger
Covington/Latonia, KY
07.2006 - 01.2012
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Trained new team members in cash register operation, stock procedures, and customer services.
Education
Associate of Applied Science -
Gateway Community and Technical College
07-2014
Skills
- Compliance Training
- Excellent Communication
- Time management abilities
- Problem-Solving
- Teamwork and Collaboration
- Adaptability
- Interpersonal Skills
- Attention to Detail
Timeline
Extern Site
St Elizabeth Physicians
06.2014 - 08.2014
Escalation Specialist
Citi Bank - Macys Collections
01.2012 - Current
Cashier/Front-End Customer Service/Floral, Produce, Fuel Center Clerk
Kroger
07.2006 - 01.2012
Associate of Applied Science -
Gateway Community and Technical College
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