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
Miami, FL
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
Doral, FL
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
Miami, FL
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
Coral Springs, FL
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