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
Dallas, TX
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
Dallas, TX
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
Arlington, TX
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
Dallas, TX
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
Dallas, TX
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
Dallas, TX
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
Communications
Data Entry
Receptionist
Dictation
Transcriber
Short Hand
Word Processing
Keyboarding
Documentation Creator
Training
Creating and Updating Documents
Telecommunications
Technical Writing
Research Analyst
Forensic Accounting
Call Center Operations
Corporate Level Credit and Collections
Virtual Assistant
Voice Overs
Web Developer/Designer
Statistics and Probabilities
Research and Development
Customer Relations
Customer Retention
Sales Assistant
Time Management
Organized
Multi-Tasking
Scheduling
Cashier/Money Handling
Retail Sales
Microsoft
Apple PC's
Laptop
APPS
Software Programs
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,