Shawnna R. Lambeth
R
Dallas,TX
Summary
Customer Service Professional with over 33 years of experience providing excellent customer service to a diverse range of clientele. Proven ability to resolve customer issues quickly and efficiently, while maintaining a positive and professional demeanor. Expertise in all aspects of customer relations, resolutions, and retention.
Overview
39
39
years of professional experience
9
9
years of post-secondary education
Work History
Cashier/Retail Sales/Customer Service Associate
Petsmart
01.2023 - Current
- Assisted customers in selecting appropriate pet products and supplies based on their needs
- Provided information on pet care, training, and health to educate customers
- Maintained a clean and organized store environment, ensuring shelves were stocked and displays were appealing
- Processed transactions accurately and efficiently at the cash register
- Monitored inventory levels and assisted with restocking products as needed
- Ensured the proper care and handling of live animals in the store, adhering to company policies and animal welfare standards
- Collaborated with team members to achieve sales goals and enhance customer satisfaction
- Participated in-store promotions and events to engage customers and promote services
- Resolved customer inquiries and concerns promptly and professionally
- Assisted in training new employees on store policies and customer service standards
Technical Writer
Self Employed
01.2009 - Current
- Gather and analyze technical information
- Organize and structure information in a clear and logical way
- Write and edit technical documentation
- Collaborate with clients to ensure all their needs are met
- Test documentation to ensure that it is accurate and complete
Customer Service Supervisor/Analysis
Washington Mutual Bank
01.2001 - 01.2009
- Set, and track the performance goals for the team of call center agents
- Monitor and evaluate call quality
- Provide feedback and coaching to set and track performance goals for the team
- Develop and implement new call center processes
- Develop and implement corporate-wide policies and procedures for call center data to identify trends and areas of improvement
Customer Research and Resolution Supervisor
MCI-Worldcom
01.1997 - 01.2001
- Manage and train a team of customer service representatives identifying customer escalation issues with complete follow-through
- Assist in developing and implementing policies and procedures
- Analyze call center data to identify trends and areas for improvement
- Identify and resolve customer issues and complaints
- Develop and implement reward systems for productive representatives
Customer Retention/Research Resolution Specialist
Proxy Communications
01.1989 - 01.1997
- Research customer turnover rates and reasons for such
- Analyze customer data to identify customers who had recently stopped using the service
- Contact customers to learn why they left and apply all efforts to reclaim their business
- Research customer issues and complaints
- Train and mentor new hires as well as current customer representatives when new policies and procedures are put into place
Retail Sales Cashier/Stocker/Floor Display Design
Pier One Imports
01.1986 - 01.1989
- Greeting and assisting customers
- Merchandising and stocking products
- Processing sales and payments
- Maintaining the store's cleanliness and appearance
- Provide excellent customer service
Education
Bachelor's - Communications
01.1995 - 05.1997
DCC - undefined
01.1989 - 05.1992
DCC - undefined
01.1992 - 05.1995
High School - undefined
GPA: ADA & A/B Honor Roll
Skills
Customer Service
Timeline
Cashier/Retail Sales/Customer Service Associate - Petsmart
01.2023 - Current
Technical Writer - Self Employed
01.2009 - Current
Customer Service Supervisor/Analysis - Washington Mutual Bank
01.2001 - 01.2009
Customer Research and Resolution Supervisor - MCI-Worldcom
01.1997 - 01.2001
The University of Texas Arlington - Bachelor's, Communications
01.1995 - 05.1997
Dallas County Community College-Cedar Valley - DCC,
01.1992 - 05.1995
Customer Retention/Research Resolution Specialist - Proxy Communications
01.1989 - 01.1997
Dallas County Community College-Mountain View - DCC,
01.1989 - 05.1992
Retail Sales Cashier/Stocker/Floor Display Design - Pier One Imports
01.1986 - 01.1989
Lancaster Elsie Robertson High School - High School,
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