Summary
Overview
Work History
Education
Skills
Timeline
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Shayne Pediford

Chester,Virginia

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in a fast-paced working environment. Focuses on knowledge and communication skills for better customer experience Successfully works as part of a team to reach personal and business goals. Other skill sets include Windows, MacOS, IOS devices, and Watch OS. Open to remote and in person opportunities.

Overview

4
4
years of professional experience

Work History

Customer Service Associate (Home Depot)

ResultsCx
North Chesterfield , VA
07.2023 - 01.2024
  • 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.

Fulfillment Associate

Lowe's
Chester, VA
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
Chester, VA
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
Chester, Virginia
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
Chesapeake, Virginia
Dec2019 - Apr2020
  • 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.

Conduent Call Center Remote

Conduent
Chesterfield, VA
06.2022 - 11.2022
  • Help customers to

Education

Bachelor of Science - CyberSecurity

Strayer University
Herndon, VA
05.2024

Skills

  • Organizational skills
  • Safety understanding
  • Friendly, positive attitude
  • Communication
  • Supervision
  • Team management
  • Reliable and trustworthy
  • Teamwork
  • Software Troubleshooting
  • Customer Support
  • Microsoft Office expertise
  • Technologically savvy
  • Inbound and Outbound Calling
  • Microsoft Teams
  • Adobe Connect

Timeline

Customer Service Associate (Home Depot)

ResultsCx
07.2023 - 01.2024

Conduent Call Center Remote

Conduent
06.2022 - 11.2022

Fulfillment Associate

Lowe's
10.2021 - 03.2022

Food Runner

Cinema Cafe
06.2021 - 10.2021

Pool Ambassador/Pool Manager

Westminster
07.2020 - 09.2020

Tropical Smoothie Employee

Tropical Smoothie Cafe
Dec2019 - Apr2020

Bachelor of Science - CyberSecurity

Strayer University

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Shayne Pediford