Shelby Troxell
Intercession City,Florida
Summary
Versatile team member offering over 10 years of experience handling tasks smoothly and efficiently. Adapts well to changing processes, programs and team requirements. Eager to contribute to growing company.
Polite and professional CSA successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
6
6
years of professional experience
Work History
Merchandise Cast Memeber
Walt Disney World
05.2023 - Current
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Inspected merchandise for quality and arranged proper display location on floor.
- Updated pricing and signage to complete product displays and educate customers.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Verified products appeared at correct locations in proper quantities.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
- Conducted regular store audits to verify compliance with company policies.
- Implemented sales strategies to generate leads and maximize profit margins.
- Organized store merchandise racks by size, style, and color.
- Created visual displays to highlight new and featured products.
Customer Support Representative
JetBlue Airlines
11.2021 - 05.2023
- Connected with customers to address questions and resolve issues through phone and email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Contributed ideas and practical solutions to support process improvement efforts.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
Merchandise Cast Member
Walt Disney World Company
08.2018 - 11.2021
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Inspected merchandise for quality and arranged proper display location on floor.
- Updated pricing and signage to complete product displays and educate customers.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Verified products appeared at correct locations in proper quantities.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
- Conducted regular store audits to verify compliance with company policies.
- Implemented sales strategies to generate leads and maximize profit margins.
- Developed and deployed store-level product training materials to mentor staff on new products and sales techniques.
- Organized store merchandise racks by size, style, and color.
- Created visual displays to highlight new and featured products.
- Promoted seasonal products and trends to move stock and prepare for incoming inventory.
- Arranged consistent shelves, bins, and racks at 3 locations by following established planograms.
- Used props and lighting to enhance appearance and visibility of displays.
- Monitored store traffic and customer engagement to determine display effectiveness.
- Proposed new ideas and concepts to enhance merchandise displays.
- Developed merchandising strategy to efficiently move overstock.
Quality Control Inspector
Miller's Ale House
01.2017 - 08.2018
- Inspected incoming and outgoing materials for accuracy and quality.
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Performed visual inspections and non-destructive tests where appropriate.
- Completed precise measurements using special tools.
- Collaborated with production staff to establish and meet quality standards
- Identified and documented quality discrepancies for management to develop resolutions.
Education
High School Diploma -
Lake Howell High School
Winter Park, FL06.2009
Skills
- Product Messaging
- Remote Video Conferencing
- Display Resetting
- Cash Register Operations
- Customer Needs Assessments
- In-Store Support
- Computer Terminal Operations
- Merchandise Stocking and Replenishing
- Stock Inspections
- Store Layouts
- In-Store Color Coordination
- Team Meetings
- Corrective Actions
- Advising and Coaching
- Territory Assignments
- Business Development Understanding
- Computer Proficiency
- Managing Multiple Tasks
- Merchandise Sales
- Records Preparation
- Reading Comprehension
- Document Control
- Special Requests
- Policy and Procedure Adherence
- Creative Solutions
- Complex Product Knowledge
- Productivity Management
- Documentation
- Quality Assurance Optimization
- Customer Communication
- Technical Troubleshooting
- Online Systems
- Clerical Support
- Call Volume and Quality Metrics
- Online Chat
- Resolving Issues
- Customer Data Confidentiality
- Customer Service Optimization
Timeline
Merchandise Cast Memeber
Walt Disney World
05.2023 - Current
Customer Support Representative
JetBlue Airlines
11.2021 - 05.2023
Merchandise Cast Member
Walt Disney World Company
08.2018 - 11.2021
Quality Control Inspector
Miller's Ale House
01.2017 - 08.2018
High School Diploma -
Lake Howell High School
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