Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Sheania Bacon

Cordova,TN

Summary

Experienced in effectively managing concerns and resolving conflicts to ensure maximum customer satisfaction. Strong background in customer relations, communication, and quality assurance. Skilled in identifying and addressing customer needs while maintaining a professional and empathetic approach. Committed to delivering exceptional service and fostering positive relationships with clients to drive business success.

Overview

11
11
years of professional experience

Work History

Inventory Control Quality Assurance Lead

Amazon
03.2020 - 09.2024
  • Work closely with inbound & outbound teams on cycle-counting, order selecting, pick/pack orders, receive/stow product, and quality assurance to ensure inventory accuracy and customer success
  • Assist with daily management of department duties, including allocating labor, time coding, leading meetings, assigning job duties, audits and communicating with internal & external suppliers
  • Oversees daily, weekly, and monthly cycle counts, audits, KPI's, and research of problems, maintaining the quality metrics
  • Drive and execute standard work in the areas of safety, quality and productivity to meet daily operational goals

Call Center Specialist

Squeegees
01.2017 - 02.2020
  • Manage inbound and outbound phone calls, ensuring timely and professional responses
  • Responsible for building and maintaining relationships between the company and its customers
  • Manage service quality by ensuring customer feedback and complaints are addressed promptly to maintain high satisfaction levels
  • Coordinate appointments, meetings, and schedules for sales team
  • Conduct meetings with the operations team to discuss performance, front office staff training, upcoming projects, and strategies for workflow improvement

Retention Supervisor/Customer Relations - Inside Sales

AT&T Call Center
10.2013 - 12.2016
  • Coaching and development of a team of Inbound Sales Reps in a fast-paced, quota-driven sales environment that is highly transactional and customer focused
  • Mentor employees in complex issue resolutions to achieve high satisfaction rating through proactive one-call resolutions and de-escalation of customer issues
  • Develop and maintain a team territory plan coach and lead a team of Account Executives to achieve and exceed budgeted sales and performance targets
  • Develop new sales strategies within the call center to maximize opportunities by performing daily observations of recorded calls, emails and chats
  • Create, deliver, implement and manage individual Sales Representative Performance Improvement plans and Corrective Action Plans

Education

Diploma -

East Kentwood High School

Associate Of Applied Business - Business Administration And Management

Grand Rapids Community College
Grand Rapids, MI
2016

Skills

  • Conflict management
  • Customer Relations & Retention
  • Root Cause Analysis
  • Inside Sales
  • Outside sales
  • Process Improvement
  • Account Management

Personal Information

Authorized To Work: US

Timeline

Inventory Control Quality Assurance Lead

Amazon
03.2020 - 09.2024

Call Center Specialist

Squeegees
01.2017 - 02.2020

Retention Supervisor/Customer Relations - Inside Sales

AT&T Call Center
10.2013 - 12.2016

Diploma -

East Kentwood High School

Associate Of Applied Business - Business Administration And Management

Grand Rapids Community College

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Sheania Bacon