Shelby Sherrod
Baytown,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Experienced with market research and data analysis to inform marketing strategies. Utilizes data-driven insights to optimize campaigns and improve market positioning. Knowledge of consumer behavior analysis, ensuring effective marketing solutions.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
B2B Sales Group Onner
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained staff on operating procedures and company services.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Marketing Analyst
Airodigital
01.2024 - Current
- Initiated market research studies and analyzed findings.
- Reviewed marketing department's monthly analysis of customer acquisition data and campaign performance and made recommendations for improvement.
- Developed and retained strong rapport with multiple high-value clients.
- Reported performance and ROI of campaign media.
- Analyzed third-party data and investigated new growth opportunities.
- Recommended performance improvements based on KPI analysis.
- Monitored user behavior and lead generation.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Created customized marketing materials to increase product awareness.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Tracked key metrics and developed spreadsheets and data models.
- Generated reports to support development and implementation of marketing plans.
- Tracked key performance indicators to measure success of campaigns.
- Conducted regular competitive analysis to stay informed on industry trends and adjust marketing strategies accordingly.
- Streamlined email marketing efforts for better open rates, click-through rates, and overall engagement.
- Improved marketing campaign effectiveness by conducting thorough data analysis and identifying key performance indicators.
Crew Member
Tommy's Express Car Wash
05.2022 - 11.2023
- Operated cash register to ring up final bill and process various forms of payment.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Assisted other team members to achieve goals.
Sales Associate
Ross Associate
01.2020 - 08.2021
- Solved customer challenges by offering relevant products and services.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Engaged with customers to effectively build rapport and lasting relationships.
Front Desk Receptionist/Scheduler
ABC Dental
08.2019 - 06.2020
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Scheduled, coordinated and confirmed appointments and meetings.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled assignments independently with good judgement and critical thinking skills.
- Organized, maintained and updated information in computer databases.
- Compiled information from files and research to satisfy information requests.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Resolved customer problems and complaints.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Confirmed appointments, communicated with clients, and updated client records.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Education
GED -
Ross .S. Sterling
Houston, TXSkills
- Automotive exterior maintenance
- Technical detailing
- Point-of-sale operations
- Effective verbal communication
- Quick service restaurant experience
- Maintenance and cleanliness experience
- Inventory handling expertise
- Facility maintenance experience
- Turf management
- Expertise in commercial sanitation
- Materials Handling
- Cooking
- Landscape Maintenance
- Warehouse experience
- Heavy lifting
- Microsoft Excel
- Microsoft Office
- Inventory control
- Dental Receptionist
- Dental Assisting
- Valet Parking
- Packaging
- Shipping & Receiving
- Scheduling
- Complaint resolution
- Account updating
- Appointment scheduling
- Multitasking and organization
- Product knowledge
- Recordkeeping strengths
- Customer consulting
- Business development
- Consultative sales
- Promotional support
- Critical thinking
- Calm demeanor
- Complaint handling
- High-energy attitude
- Data entry
- Lead generation
- Sales expertise
- Positive and professional
- Retail sales customer service
- Order fulfillment
- Retail store support
- Research
- Time management
- Filing
- Follow-up skills
- Strategic sales
- Minute taking
- Quality assurance controls
- Materials transport
- Credit card payment processing
- Creative problem solving
- Administrative support
- Hospitality and accommodation
- Spreadsheets
- Escalation management
- Reading comprehension
- Researching
- Tracking complaints
- Adaptive team player
- Call triaging
- Task prioritization
- Service upselling
- Inbound and outbound calling
- Skype
- Calendaring
- Problem-solving
- Sales closing
- Problem resolution
- Quality control
- Product and service solutions
- Proofreading
- Call escalation
- Process optimization
- Courteous demeanor
- Product education
- Call center experience
- CRM software
Websites
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
Personal Information
Work Permit: Authorized to work in the US for any employer
Willing To Relocate
- Galveston, TX
- Kemah, TX
- Houston, TX
Languages
English
Full Professional
Interests
- Volunteering with youth sports programs
- Rock Climbing
- Stand-up Paddleboarding (SUP)
- Backpacking
- Kayaking
- Hiking
- Running
- Playing Sports
- Camping
- Gardening
- Outdoor Recreation
- Volunteering
Timeline
Marketing Analyst
Airodigital
01.2024 - Current
Crew Member
Tommy's Express Car Wash
05.2022 - 11.2023
Sales Associate
Ross Associate
01.2020 - 08.2021
Front Desk Receptionist/Scheduler
ABC Dental
08.2019 - 06.2020
Customer Service Representative
B2B Sales Group Onner
GED -
Ross .S. Sterling
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