Shayne Pediford
North ChesterField,Virginia
Summary
Dedicated Customer Service Specialist leveraging skills to prioritize and multi-task in a fast- paced working environment. Focuses on problem solving and communication skills for an optimal customer experience. Successfully works as part of a team to reach personal and business goals.
Overview
3
3
years of professional experience
Work History
Customer Service Associate
Conduent Call Center
07.2022 - 11.2022
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted customers with instructional support and product troubleshooting.
- Opened service tickets for clients, documenting user information and description of problem.
- Supported customers with password resets and account customization.
- Collaborated with customer service and sales colleagues to resolve issues.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Initiated shipments to send equipment to clients and tracked return shipments.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered inbound calls and chats to facilitate customer service.
- Created tickets and logged all calls accordingly.
- Supported customers with disabilities.
- Resolved issues on a daily basis. Escalated calls when appropriate.
- Guided customers using Screen Share technology.
- Verified and greeted customers at the beginning of calls.
- Experienced in two factor authentication as well as other security types.
- Followed up with customers via email after the call.
- Used Knowledge Based articles as a foundation for resolving issues.
Customer Service, Fulfillment Associate
Lowe's
10.2021 - 03.2022
- Operated handheld scanners to track merchandise throughout fulfillment process.
- Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents.
- Gathered and organized merchandise for distribution into appropriate envelopes, boxes or pallets.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Pulled merchandise to fulfill orders to specification.
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
- Picked up heavy objects using proper lifting techniques to avoid personal injuries.
- Picked products by matching numbers and product descriptions
- Delivered outstanding service by interacting with customers, answering customer inquiries.
- Labeled boxes and placed in outbound collection areas.
- Pulled and packed products from shelves based on customer orders.
- Used handheld scanners to key in data for packages.
- Confirmed items picked for orders by keying codes into system.
- Attached appropriate labels to merchandise ordered online.
- Called customers to inform them that there order was ready for pickup.
- Called customers in reference to out of stock orders and verified if the wanted to cancel,transfer or receive a refund.
- Staged items in digital lockers for customer pickup.
- Responded to incoming curbside calls by bringing customer items to there car.
- Brought items such as Washing machines, Refrigerators, and Dishwashers to the front of the store for loading.
- Brought special orders to customer service for pickup.
- Answered customer questions about the location of specific items in the store.
- Brought down items from top stock that were specific for online orders.
- Interacted with personnel from different departments in the store in reference to and online orders.
- Organized working area as well as drop zone area where items were staged for pickup.
- Gave specific documents or labels to departments associated with delivery for online orders.
Food Runner
Cinema Cafe
06.2021 - 10.2021
- Brought Food to Customers in Various Theaters
- Cleaned Theaters after movie was finished
- Ability to respond to customers needs
- Relayed orders and special requests to cooks
- Assisted servers as needed to optimize guest dining experience
- Provided mentorship and guidance to new kitchen team members
- Refilled and prepped various sauces.
Pool Ambassador/Pool Manager
Westminster Apartments. Properties
07.2020 - 09.2020
- Informing residents of Covid Regulation and various rules
- Enforcing the use of Masks upon entry too the pool
- Signing people in as they come in to the pool area
- Getting Residents to Sign Covid related Waivers
- Keeping track of the amount of people that come in to the pool, Along with who is aloud to Enter
- Cleaning or Checking pool bathrooms
- Cleaning Seats and Tables
- Supervising and making sure all rules are being followed
- Interacting with pool cleaning services
- Coordinated smooth pool opening at start of each season and managed shutdown at end of summer.
Tropical Smoothie Employee, Tropical Smoothie Cafe
12.2019 - 04.2020
- Taking orders -Utilizing Cash Register -Making Smoothies -Restocking -Preparing Food -
- Washing Dishes
- Talked pleasantly with customers while taking orders and promoted positive image for business
- Stored food in designated areas following wrapping, dating, food safety and rotation procedures
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment
- Welcomed and thanked guests to demonstrate appreciation for patronage
- Processed payments on cash register and counted back bills and change to patrons.
Education
Bachelor of Science - Cybersecurity
Strayer University
05.2024
Skills
- Organizational skills
- Risk Management/Safety
- Friendly, positive attitude
- Communication (written & speech)
- Time Management
- Team Leader
- Reliable and trustworthy
- Detail oriented
- Critical Thinking
- Software Troubleshooting
- Customer Service oriented
- Inbound and Outbound Calling
- Microsoft Office Suite (ie Word, Teams)
- Technologically savvy
- MacOS
- IOS Devices
- Watch OS
- Adobe Connect
Affiliations
- PWC Mentoring Program (Access your Potential)
Timeline
Customer Service Associate
Conduent Call Center
07.2022 - 11.2022
Customer Service, Fulfillment Associate
Lowe's
10.2021 - 03.2022
Food Runner
Cinema Cafe
06.2021 - 10.2021
Pool Ambassador/Pool Manager
Westminster Apartments. Properties
07.2020 - 09.2020
Tropical Smoothie Employee, Tropical Smoothie Cafe
12.2019 - 04.2020
Bachelor of Science - Cybersecurity
Strayer University
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