Outlook
Shekinah Carpenter
Humble,Texas
Summary
Driven and customer-focused college student with hands-on experience in various customer service roles. Proven ability to address inquiries, resolve issues, and consistently provide a positive customer experience. Possesses strong communication, problem-solving, and time management skills, allowing for successful balancing of work and academic responsibilities. Recognized for reliability, attention to detail, and a friendly demeanor that contributes to building customer satisfaction and loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Representative
FH Cann & Associates
10.2022 - 08.2023
- Provided high-level support to resolve complex customer inquiries and escalations, consistently maintaining a 90% customer satisfaction rate and exceeding SLA requirements
- Collaborated with cross-functional teams, including Sales and Product, to provide insights on customer needs and contribute to product improvements and customer experience enhancement
- Developed and maintained detailed documentation, FAQs, and response templates, enabling consistent and efficient customer communication across the team
- Acted as the primary point of contact for VIP clients and high-impact issues, ensuring personalized support and timely resolution of service requests
- Recognized as “Employee of the Month” multiple times for exemplary performance and customer satisfaction scores
Warehouse Associate
WIS International
02.2020 - 03.2021
- Processed incoming inventory and fulfilled customer orders with high accuracy, contributing to a 99% order accuracy rate and ensuring timely shipment to meet customer expectations
- Handheld scanners to manage and track inventory, consistently achieving daily productivity targets
- Collaborated with team members and shift supervisors to troubleshoot inventory discrepancies, ensuring accurate stock counts and minimizing stock-outs
- Organized and maintained warehouse areas, ensuring compliance with safety standards and optimizing storage for fast-moving items to reduce retrieval time
Cashier/Sales Associates
Chanello’s Pizza
01.2018 - 03.2019
- Managed cash handling responsibilities, including balancing the cash drawer, processing payments, and ensuring accurate end-of-shift reconciliations
- Assisted with phone orders and online order pickups, maintaining accuracy and minimizing wait times for customer satisfaction
- Addressed customer inquiries and resolved issues in a friendly and professional manner, building customer loyalty and ensuring repeat business
- Supported team members during peak hours by assisting with food prep, restocking supplies, and maintaining cleanliness in the dining and service areas
- Consistently met and exceeded daily sales goals through upselling and promoting special offers
Receptionist/Office Assistant
Fishersville Redevelopment and Housing Authority
08.2018 - 10.2018
- Welcomed visitors, answered phone calls, and directed inquiries, creating a friendly and professional first point of contact for clients and guests
- Managed front desk operations, including scheduling appointments, handling mail and deliveries, and maintaining the office calendar for efficient scheduling
- Ordered and maintained office supplies, working with vendors to secure timely delivery and track inventory to meet office needs
- Played a key role in optimizing the office supply ordering process, reducing costs by 10% through strategic vendor selection and bulk ordering
Education
Associates - Criminal Justice
Lone Star College
Houston, TXHigh School Diploma -
Woodbridge Senior High School
Woodbridge, VA06.2018
Skills
- MS Office Suite
- Cash Handling
- Office Administration
- Teamwork
- LiveChat
- Front desk reception
- Salesforce
- Data entry
- Admin Administration
- Customer service
Accomplishments
Completed Microsoft Office certifications, gaining certifications in Word, PowerPoint, Outlook, Excel, Access, Adobe
Also obtained National Retail Federation, and Quickbooks certifications
Received certifications from Woodrow Wilson Rehabilitation Center in 2019
Certification
Certified Computer Information Systems Specialist, Woodrow Wilson Rehabilitation Center, Fishersville, Virginia
Software
Word
PowerPoint
Excel
Access
Adobe
Quickbooks
Timeline
Sr. Customer Service Representative
FH Cann & Associates
10.2022 - 08.2023
Warehouse Associate
WIS International
02.2020 - 03.2021
Receptionist/Office Assistant
Fishersville Redevelopment and Housing Authority
08.2018 - 10.2018
Cashier/Sales Associates
Chanello’s Pizza
01.2018 - 03.2019
Certified Computer Information Systems Specialist, Woodrow Wilson Rehabilitation Center, Fishersville, Virginia
Associates - Criminal Justice
Lone Star College
High School Diploma -
Woodbridge Senior High School
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