Shawanda Hollomon-Miley
Miami,Florida
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Office Manager
Miami Dade County Public Schools
06.2018 - 01.2022
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Compared vendor prices and negotiated for optimal savings.
- Managed over 50 customer contacts per day via phone or in person.
GUEST RELATIONS • COORDINATOR II
Norwegian Cruise Line
10.2012 - 01.2017
- Compiled feedback to help management improve guest relations policies and prevent common conflicts.
- Distributed promotional items and coordinated special guest engagement events.
- Typed up professional business correspondence, reports and other documents.
- Performed guest interactions via email, phone and in-person in computer system.
- Answered multi-line telephone system to aid guests, direct callers and take messages.
- Anticipated and attentively handled over 100 guest needs or concerns per week.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Customer Service Representative
EDIETS
04.2008 - 06.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Provided information regarding charge accounts and loyalty programs.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered average of 50 - 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Customer Service Representative
BellSouth Telecommunications
02.1999 - 12.2007
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered 50 - 100 customer telephone calls promptly to avoid on-hold wait times per day.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Education
Certificate-Accounting -
Miami Dade College
Miami, FL12.2018
High School Diploma - Business Management
North Miami Senior High School
North Miami, FL06.1993
BUDGETING -
Skills
- Oral/Written (Communications)
- (Networking/Troubleshooting)
- Budgetary Planning
- Office Management
- Data Communications
- Intuit QuickBooks
- Cash Flow and Reconciliation
- Monthly Closings
- Deposit Collection
- Type (60 WPM)
- Sorting and Delivering Mail
- Biweekly Payroll Processing
- Year-End Reconciliation
- Office Supplies and Inventory
- Invoice and Payment Tracking
- Office Equipment Management
- Skilled in Microsoft Office
- Mail and Package Distribution
Timeline
Office Manager
Miami Dade County Public Schools
06.2018 - 01.2022
GUEST RELATIONS • COORDINATOR II
Norwegian Cruise Line
10.2012 - 01.2017
Customer Service Representative
EDIETS
04.2008 - 06.2010
Customer Service Representative
BellSouth Telecommunications
02.1999 - 12.2007
Certificate-Accounting -
Miami Dade College
High School Diploma - Business Management
North Miami Senior High School
BUDGETING -
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