Shea Azura
Customer Service Representative
Cincinnati,OH
Summary
Knowledgeable and dedicated professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Associate
Once Upon A Child Franchise
Cincinnati, OH
06.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and online messages to answer questions about products and services.
- Executes excellent sales floor merchandising and selling.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Informed customers about special promotions and provided detailed information for various products.
Customer Service Representative
Fidelity Investments
Covington, KY, KY
02.2022 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained up-to-date knowledge of product and service changes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Responded proactively and positively to rapid change.
Bank Teller
PNC Bank
Cincinnati, OH
08.2021 - 02.2022
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Placed orders for customer checks and verified starting numbers.
- Provided customer records, account statements and copies of checks.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
Customer Service Representative
Kroger
Cincinnati, OH
06.2017 - 07.2021
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Trained 3 to 5 new employees each day in procedures and policies in order to maximize team performance.
- Answered 25+ inbound calls per day and directed to designated individuals or departments.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Student Worker
University Of Cincinnati
Cincinnati, OH
01.2020 - 05.2020
- Managed supplies, processed new orders and maintained inventory organization for team.
- Helped with administrative support by managing incoming calls, coordinating files and sorting mail.
- Maintained excellent customer service and positive attitude towards guest, customers and fellow teammates.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Maintained and repaired facilities, equipment and tools.
- Greeted incoming office visitors, answered questions and directed individuals to office locations.
Education
Some College Completed - Psychology
University of Cincinnati
Cincinnati, OH 08.2019 - 05.2020
High School Diploma -
Walnut Hills High School
Cincinnati, OH 08.2017 - 05.2019
Skills
Excellent written and oral communication
undefinedTimeline
Customer Service Associate
Once Upon A Child Franchise
06.2022 - Current
Customer Service Representative
Fidelity Investments
02.2022 - 06.2022
Bank Teller
PNC Bank
08.2021 - 02.2022
Student Worker
University Of Cincinnati
01.2020 - 05.2020
Some College Completed - Psychology
University of Cincinnati
08.2019 - 05.2020
High School Diploma -
Walnut Hills High School
08.2017 - 05.2019
Customer Service Representative
Kroger
06.2017 - 07.2021
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