Summary
Overview
Work History
Education
Skills
Timeline
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Shekeena Perkins

Pennsville,NJ

Summary

Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems. Also, A Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Overview

5
5
years of professional experience

Work History

Customer Experience Agent

US Bank National Association
NEW CASTE, DE
11.2022 - 05.2024
  • Communicated with customers via phone, email and online chats.
  • Assisted customers with making payments or completing orders in system.
  • Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
  • Built sustainable relationships and trust with customer accounts through open interactive communication.
  • Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
  • Guided customers through troubleshooting, navigating company site and using services.
  • Improved product knowledge skills to understand customer needs and provide real, effective solutions.
  • Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
  • Reflected team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
  • Monitored customer interactions to ensure compliance with company policies and procedures.
  • Developed strategies to ensure high-quality customer service standards.
  • Created detailed reports on customer feedback and satisfaction levels.
  • Provided feedback on process improvements that could enhance the overall customer experience.
  • Reported any suspicious activity observed during interactions with customers according to established protocols.
  • Maintained accurate records of customer interactions utilizing CRM software.
  • Gathered valuable insights about the customer experience via post-interaction surveys.
  • Ensured accuracy of all information provided to customers by verifying data entered into the system.
  • Performed root cause analysis on recurring problems identified through customer feedback.
  • Conducted outbound calls to follow up on pending requests from customers.
  • Collaborated closely with other departments to resolve complex customer inquiries.
  • Documented all customer conversations in the database system accurately and thoroughly.
  • Educated customers about new products and services that may be beneficial for them.
  • Analyzed trends in customer feedback to identify areas of improvement.
  • Assisted customers with any inquiries or complaints regarding their orders.
  • Received incoming calls from customers seeking assistance or advice regarding products or services offered.
  • Provided technical support for customer's account related issues.
  • Identified and escalated priority issues to appropriate teams for resolution.
  • Resolved customer queries and complaints in a timely manner.
  • Participated in team meetings and brainstorming sessions to discuss possible improvements in the CX process.
  • Provided excellent customer service by responding to inquiries in a timely and professional manner.
  • Developed training materials related to customer service best practices.
  • Assisted in designing new strategies for improving the overall customer journey.
  • Provided recommendations on how to improve the quality of service provided to customers.
  • Maintained cooperative relationships with different personalities
  • Maintained excellent multitasking and attention to detail
  • Used Active listening skills to succeed in fast paced high call environment
  • Worked both independently and within a team working or projects
  • Clear communication skills , both Written and Verbal
  • excellent attendance and punctuality while sitting for 8+ hours daily taking up to 150+ calls a day
  • Conducted surveys to gauge customer satisfaction levels.
  • Developed customer service policies and procedures to ensure optimal customer experience.
  • Identified opportunities for providing additional services or products to existing customers.
  • Supported sales team members to drive growth and development.
  • Attended regular team meetings to discuss best practices.
  • Maintained up-to-date knowledge of company policies and procedures.

Key Holder Supervisor

Lands' End
New Castle, DE
07.2021 - 11.2022
  • Tracked sales data to ensure accurate inventory levels.
  • Maintained a safe and secure environment within the store.
  • Facilitated communication between corporate headquarters and local stores.
  • Analyzed weekly sales reports to identify trends or issues.
  • Supported the Store Manager in daily operations activities as needed.
  • Developed strategies to increase customer loyalty and retention.
  • Created promotional displays that increased visibility of merchandise.
  • Monitored store performance and identified areas for improvement.
  • Implemented loss prevention measures to protect against theft and fraud.
  • Responded promptly to customer inquiries regarding product availability.
  • Provided employees with feedback on job performance.
  • Resolved customer complaints in a timely manner.
  • Managed employee attendance records and monitored adherence to policy.
  • Assisted customers in locating products throughout the store.
  • Conducted regular team meetings to discuss progress and challenges.
  • Developed effective staff schedules that maximized productivity.
  • Supervised cashiers during peak hours of operation.
  • Identified opportunities to reduce costs through process improvements.
  • Ensured compliance with all company policies and procedures.
  • Recruited, interviewed and trained new key holders.
  • Performed daily cash management duties including deposits, audits.
  • Supervised bank deposits and security procedures to support store opening and closing.
  • Assisted in general housekeeping to maintain store image.
  • Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
  • Collaborated with management to determine key tasks and delegate to staff members.
  • Partnered with store leadership team to learn and understand management processes and reports.
  • Protected store assets by assisting with audits, routine cycle counts and physical inventory.
  • Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
  • Captured customer information to maximize future clienteling opportunities.
  • Incorporated product knowledge in sales process to maximize sales, units sold and dollar value of transactions.
  • Identified opportunities to drive traffic into store through networking, community outreach and product launches.
  • Facilitated and developed lasting relationships with clients to increase client retention.
  • Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
  • Inspected physical condition of store premises to identify any maintenance issues.
  • Verified accuracy of register tills at beginning and end of shift.
  • Reconciled daily sales receipts against cash drawer for accuracy.
  • Replenished merchandise displays throughout the store as needed.
  • Ensured store was opened and closed in a timely manner according to company policies.
  • Organized backroom storage areas to maximize efficiency of space utilization.
  • Participated in training sessions on topics such as customer service techniques and loss prevention strategies.
  • Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
  • Developed schedules for associates based on needs of the business.
  • Identified potential shoplifters through observation of suspicious behavior or activities.
  • Enforced safety regulations within the store environment to protect both employees and customers.
  • Performed daily banking duties such as deposits and withdrawals of funds from registers.
  • Maintained accurate records of merchandise, inventory levels, sales, returns, and staff transactions.
  • Managed key holder responsibilities such as opening and closing the store, setting alarms.
  • Provided customer service including cashiering, merchandising and restocking shelves.
  • Provided excellent customer service by greeting customers in a friendly manner and responding to inquiries promptly.
  • Analyzed weekly reports on sales trends, labor costs, shrinkage rates to identify opportunities for improvement.
  • Assisted customers with product selection and resolving complaints.
  • Processed credit card payments and counted back change and currency with 80% accuracy rate.
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Fostered a positive work environment to encourage teamwork.
  • Assisted in hiring process, including interviewing candidates.
  • Researched out-of-stock items to find additional inventory in other store locations.
  • Used Point of Sale register system to complete transactions.
  • Implemented loss prevention measures to reduce shrinkage rates.
  • Managed daily operations, client relations and IT.
  • Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
  • Utilized POS system for transactions, returns, and exchanges.
  • Scheduled staff shifts, ensuring optimal coverage and productivity.
  • Mentored newly hired staff in upselling techniques to improve sales.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Managed and supervised team of 20 retail sales associates.
  • Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
  • Coordinated with vendors to ensure timely product deliveries.

Data Entry Clerk

Citibank
Newark, DE
04.2019 - 06.2021
  • Maintained database by entering new and updated customer and account information.
  • Identified and corrected data entry errors to prevent duplication across systems.
  • Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
  • Transferred data from hard copies to digital databases, organizing information in new formats.
  • Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
  • Scanned and stored files and records electronically to reduce paper files and secure data.
  • Exceeded quality goals to support team productivity.
  • Followed data program techniques and procedures to maintain data entry requirements.
  • Remained focused for lengthy periods to accurately perform work with adequate speed.
  • Stored hard copies of data in organized files to optimize retrieval.
  • Detected flaws in customer and account data, resolving issues and communicating with supervisors.
  • Updated existing records with new or revised information as needed.
  • Performed data entry from paper documents, emails, and other sources into computer systems.
  • Operated various office equipment such as scanners, printers. when required.
  • Prepared summaries of daily work completed for review by supervisors.
  • Followed up on pending tasks until completion.
  • Maintained confidentiality of sensitive information entered into the system.
  • Assisted colleagues with resolving any issues related to data entry operations.
  • Checked source documents against entered data to ensure accuracy.
  • Reviewed documents for completeness before entering into the system.
  • Shared incomplete and deficient data sets with supervisors for resolution.

Commissary Worker

HMSHost
Newark, DE
12.2018 - 03.2019
  • Assisted customers with product selection and ensured customer satisfaction.
  • Implemented loss prevention measures to reduce shrinkage in the store.
  • Trained new employees on store policies and procedures.
  • Inspected and restocked merchandise shelves on a daily basis.
  • Maintained accurate records of stock levels, sales, and deliveries.
  • Provided training assistance to new employees regarding store operations procedures.
  • Managed the cash register, processed payments and issued receipts to customers.
  • Operated automated checkout systems efficiently and accurately.
  • Ensured that all safety regulations were followed while handling food items and equipment.
  • Replenished supplies such as paper goods, plastic bags. as needed.
  • Cleaned shelves, counters, floors and other areas of the store regularly.
  • Assisted in unloading shipments from delivery trucks and stocking shelves accordingly.
  • Verified expiration dates of products prior to stocking shelves.
  • Performed periodic inventory checks for accuracy in order tracking system.
  • Followed proper sanitation guidelines when handling food products.
  • Restocked items returned by customers or damaged during shipment promptly.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Ensured store cleanliness and adherence to safety standards.
  • assessed customer needs through active listening skills.
  • Processed customer transactions quickly and accurately.
  • Handled customer complaints professionally and efficiently.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Developed strong rapport with customers to drive repeat business.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Maintained records related to sales for store management.
  • Performed opening and closing duties, including cash handling.
  • Cross-trained in multiple departments for increased versatility.

Education

High School Diploma -

William Penn High School
NEW CASTLE, DE
06-2016

Skills

  • Database Research
  • Team Training
  • Upselling
  • Technical Support
  • Complaint Handling
  • Conflict Management
  • Call Control
  • CRM Software
  • Performance Tracking
  • Client Advocacy
  • Customer Service
  • Account Management
  • Quality Control
  • Promotional support
  • Call Documentation
  • Direct Sales
  • De-Escalation Techniques
  • Regulatory Compliance
  • Order Processing
  • In-store support
  • Report Preparation
  • Relationship Building
  • Microsoft Office
  • Decision-Making
  • Account updating
  • Goal Setting
  • Process Improvement
  • Store maintenance
  • Administrative and Office Support
  • Document and Records Management
  • High-energy attitude
  • Interpersonal Skills
  • Work Prioritization
  • Inbound Call Management
  • Problem-Solving
  • Written Communication
  • MS Office
  • Multitasking
  • Account Reconciliation
  • Data Entry
  • Self Motivation
  • Adaptability and Flexibility
  • Active Listening
  • Complaint resolution
  • Calm Under Pressure
  • Order and Refund Processing
  • Teamwork and Collaboration
  • Oracle EnterpriseOne
  • Calm and Professional Under Pressure
  • Retail Marketing
  • Professionalism
  • Order Fulfillment
  • Report creation
  • Product and service knowledge
  • Transaction Processing
  • Sales expertise
  • Sales closing
  • Customer Data Confidentiality
  • Product Knowledge
  • Schedule mastery
  • Analytical Skills
  • Inbound and Outbound Calling
  • Microsoft Exchange
  • Multi-Line Phone Systems
  • Quality Assurance Controls
  • Understanding Customer Needs
  • LiveChat Messaging
  • Billing Adjustments and Refunds
  • Customer Retention Strategies
  • Credit card payment processing
  • Reliability
  • Problem Resolution
  • Issue and Complaint Resolution
  • Team Collaboration
  • Product Recommendations
  • Task Prioritization
  • Call Metrics
  • 43 wpm Typing Speed
  • Project management abilities
  • Organizational Skills
  • Sales Quota Achievement
  • Estimating
  • Customer service excellence
  • Analytical Thinking

Timeline

Customer Experience Agent

US Bank National Association
11.2022 - 05.2024

Key Holder Supervisor

Lands' End
07.2021 - 11.2022

Data Entry Clerk

Citibank
04.2019 - 06.2021

Commissary Worker

HMSHost
12.2018 - 03.2019

High School Diploma -

William Penn High School

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Shekeena Perkins