Shekita Whitfield
Atlanta,GA
Summary
Dynamic customer service professional with a proven track record at Carnival Cruise Lines, excelling in conflict resolution and effective communication. Expert in mail processing and sorting, demonstrating strong organizational skills. Recognized for enhancing customer satisfaction and efficiently managing multiple projects under tight deadlines. Committed to delivering exceptional service and solutions.
Overview
30
30
years of professional experience
Work History
PSE Clerk
Unites States Postal Service
Charleston, SC
10.2024 - Current
- Delivered mail to residents and business within assigned area.
- Operated mail processing equipment and manually sorted mail.
- Managed multiple projects simultaneously while meeting strict deadlines.
- Utilized factors such as package shape and final destination to sort into correct bins for delivery.
- Weighed parcels, calculating costs based on type, total weight and final destination.
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Service Lead
Carnival Cruise Lines
Miami, FL
02.2017 - 10.2024
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Implemented company processes to effectively resolve customer service issues.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Billing Customer Service Representative
Florida Power & Light Company
Miami, FL
07.2007 - 10.2016
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted customers with setting up new services or making changes to existing services.
- Responded promptly to all customer requests for assistance with billing matters.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collaborated with other departments within the company to resolve billing discrepancies quickly and accurately.
- Collected deposits or payments and arranged for billing.
- Advised customers on how best to manage their accounts in order to avoid late fees or penalties.
Unarmed Security Officer
Allied Security
Miami, FL
04.2010 - 06.2015
- Offered customer service assistance to visitors, providing directions and information.
- Responded promptly to emergency situations using appropriate resolution strategies.
- Verified employee identification cards prior to allowing entry into restricted areas.
- Investigated suspicious activity or incidents according to company guidelines.
- Responded to alarms and investigated disturbances promptly and effectively.
- Patrolled assigned areas to detect suspicious activities and persons.
- Observed individuals on foot or in vehicles entering the facility to determine their purpose of visit.
- Managed access control systems such as key cards, alarms, door locks.
- Enforced property rules and regulations to ensure a safe environment for all.
- Reviewed guest identification and employee credentials to authorize entry onto premises.
Cruise Vacation Planner
Norwegian Cruise Line
Miami, FL
09.2004 - 01.2007
- Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.
- Created travel itineraries and made adjustments to meet client specifications.
- Maintained relationships with travel partners and vendors.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Planned, described and sold itinerary tour packages and promotional travel incentives.
- Organized group travel arrangements, coordinating logistics for seamless travel experiences.
- Communicated security issues and protocols to clients traveling to unstable countries or locations.
- Explained benefits of purchasing travel insurance with clients.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Managed travel documentation, ensuring all necessary passports and visas were obtained in a timely manner.
- Conversed with customers to determine destination, mode of transportation and accommodations.
- Computed costs of travel and accommodations using calculator, computer or quote package tour's costs.
Customer Service Representative
National Diabetic Company
Deerfield Beach, FL
03.1995 - 02.2004
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Surpassed sales goals through implementation of successful marketing strategies.
- Resolved customer complaints promptly and efficiently.
- Contacted customers about potential service upgrades, new services and account changes.
- Took special orders in person and over telephone, generating additional revenue every month.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
High School Diploma -
Miami Edison Sr High School
06-1983
Skills
- Mail processing
- Mail sorting
- Data entry
- Attention to detail
- Sorting procedures
- Labeling packages
- Workplace safety
- Package handling
- Strong organization skills
References
References available upon request.
Timeline
PSE Clerk
Unites States Postal Service
10.2024 - Current
Customer Service Lead
Carnival Cruise Lines
02.2017 - 10.2024
Unarmed Security Officer
Allied Security
04.2010 - 06.2015
Billing Customer Service Representative
Florida Power & Light Company
07.2007 - 10.2016
Cruise Vacation Planner
Norwegian Cruise Line
09.2004 - 01.2007
Customer Service Representative
National Diabetic Company
03.1995 - 02.2004
High School Diploma -
Miami Edison Sr High School