Shayla DeShay
Hutto
Summary
Dynamic Customer Care Representative with a proven track record with Farmers, excelling in problem resolution and active listening. Consistent managing high-volume inquiries while maintaining professionalism. Successfully coached new hires, enhancing team performance and customer satisfaction. Strong multitasking abilities complemented by a commitment to exceptional service delivery for results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Farmers
10.2020 - Current
- Manage high chat/call volume with exceptional professionalism and efficiency.
- Navigate multiple computer systems and applications to find information.
- Continuously build rapport with Agents and customers through active listening and empathetic responses, promoting positive relationships
- Handle escalated customer complaints effectively, de-escalating situations and providing appropriate resolutions.
- Respond to agent/customer requests, offering excellent support and tailored recommendations to address needs.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Provided coaching and mentoring to new hires, contributing to their successful merge with our team.
Pastry Production Specialist
Central Market
04.2014 - 10.2020
- Collaborated closely with kitchen staff to ensure seamless coordination between baking and decorating departments for timely order fulfillment.
- Led Thanksgiving and Holiday Pie Production Team, producing over 5,000 Pies in 2 months 3 years in a row
- Designed specialty cakes for weddings, birthdays, and graduations.
- Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
- Verified accuracy of orders while meeting strict deadlines on producing completed products.
- Followed food safety standards when handling ingredients.
Education
Baking And Pastry Diploma - Cake Decorating And Pastry Production
Auguste Escoffier School of Culinary Arts
Austin, TX04-2014
Skills
- Time management
- Inbound customer service
- Call center experience
- Problem resolution
- Payment processing
- Documentation and reporting
- Multitasking and organization
- Calm and professional under pressure
- Active listening
- Self motivation
- Adaptability
Certification
Texas Personal Lines License (issued 2024)
Timeline
Customer Care Representative
Farmers
10.2020 - Current
Pastry Production Specialist
Central Market
04.2014 - 10.2020
Baking And Pastry Diploma - Cake Decorating And Pastry Production
Auguste Escoffier School of Culinary Arts
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