Sheldena Pouncey
Summary
Dedicated Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
4
4
years of professional experience
Work History
Autism Mentor
SELF-EMPLOYED
04.2023 - Current
- Enhanced child's social and communication skills by implementing tailored activities and strategies.
- Provided one-on-one support for child with autism, improving his ability to cope with academic and emotional challenges.
- Assisted child in developing self-regulation techniques, reducing disruptive behaviors.
Customer Service Manager
ECLECTIC ENDIGLO
06.2020 - Current
- Created safety precaution labels for customer product use.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Team Sales Associate
RAIDERS
08.2023 - 11.2023
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Presented professional image consistent with company's brand values.
Customer Retention Specialist
COX COMMUNICATIONS
06.2022 - 06.2023
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that retained over 4,000 customers and company revenue, while maintaining retention department's top performer status nation wide.
- Created over 400 customer retention packages monthly to improve customer loyalty and product value.
- Upsold/Cross-sold products and services to customers, thoroughly explaining details and maintaining Sales Focus Time proficiency.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Education
No Degree - Communication Studies
El Camino College
Torrance, CA06.2011
Skills
- Teamwork and Collaboration
- Multi-task & Critical Thinking
- Building Customer Loyalty
- Hospitality and Accommodation
- Tactful Conflict Resolution
- Verbal & Written Communication
- POS Systems & Ordering Platform
- Cash Handling
- Handling Escalations
- Training and mentoring
Timeline
Team Sales Associate
RAIDERS
08.2023 - 11.2023
Autism Mentor
SELF-EMPLOYED
04.2023 - Current
Customer Retention Specialist
COX COMMUNICATIONS
06.2022 - 06.2023
Customer Service Manager
ECLECTIC ENDIGLO
06.2020 - Current
No Degree - Communication Studies
El Camino College
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