Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shawnecia Rogers

Houston,Texas

Summary

Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.

Overview

14
14
years of professional experience

Work History

Senior Customer Service Representative Lead

IMPERIAL RECOVERY SERVICES
01.2015 - Current
  • Customer Service, Accounts Payable-Billing, Collections, Data Entry, answer incoming and make outgoing calls to assist customers
  • Also assist clients with securing Repossessions and scheduling vehicles to be received or sent out to auctions all over the state of Texas.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Advanced knowledge in managing customer and client interactions, maintaining databases, and analyzing data to enhance customer/client satisfaction and drive business growth!
  • Exhibited high energy and professionalism when dealing with clients and staff.

Banquet Captain

SODEXO CATERING
01.2013 - 01.2014
  • Worked with chefs and catering companies at weddings, banquets, stadium games etc
  • Prepped and served food and assisted with set up and breakdown at the events.
  • Oversaw timeliness and quality of food delivery at high-volume events.
  • Provided exceptional service to guests by immediately addressing needs and requests.
  • Delegated tasks to staff members to maximize production under tight deadlines.
  • Interpreted instructions to schedule and set up events to client specifications.

Cashier Team Lead

WALMART SUPER CENTER
01.2010 - 01.2013
  • Customer services representative for all returns of merchandise sold at Walmart online or in store, Electronics sales associate and a Cashier
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Trained team members on cash register operation and cash handling.
  • Operated POS cash register and equipment to collect payments.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

A.A Nursing -

Houston Community College
01.2022

High School Diploma -

Westbury High School
Houston, TX
01.2010

Skills

  • Creativity
  • Leadership
  • Organization
  • Data Analysis
  • Multitasking Abilities
  • Inbound and Outbound Calls
  • Team Collaboration
  • Customer Support
  • Communication
  • Telephone Etiquette
  • Conflict Resolution
  • Inventory Management
  • Client Relationship Management

Languages

English
Full Professional

Timeline

Senior Customer Service Representative Lead

IMPERIAL RECOVERY SERVICES
01.2015 - Current

Banquet Captain

SODEXO CATERING
01.2013 - 01.2014

Cashier Team Lead

WALMART SUPER CENTER
01.2010 - 01.2013

A.A Nursing -

Houston Community College

High School Diploma -

Westbury High School

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Shawnecia Rogers