Sheila Gobea
Green Bay,WI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Schneider National Inc.
Green Bay, WI
01.2018 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
Manager
Charlotte Russe
Appleton, WI
01.2016 - 01.2018
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
Victoria Secret Pink
Generalist, Staples
Green Bay, WI
01.2015 - 01.2016
- Observed customer service standards, such as product knowledge and checkout procedures.
- Greeted customers, asked questions to determine their needs, and provided helpful advice.
- Reviewed store policies and procedures related to customer service.
- Checked online ordering platforms for functionality and ease-of-use.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
Customer Service Representative
Shopko
Green Bay, WI
01.2013 - 01.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
West High School
Green Bay, WI05-2015
Skills
- Computer Proficiency
- Project management abilities
- Follow-up skills
- Multi-Task Management
- Problem Resolution
- Problem-solving abilities
- Positive and professional
- High-energy attitude
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Schneider National Inc.
01.2018 - Current
Manager
Charlotte Russe
01.2016 - 01.2018
Victoria Secret Pink
Generalist, Staples
01.2015 - 01.2016
Customer Service Representative
Shopko
01.2013 - 01.2016
High School Diploma -
West High School
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