Shelisha Hood
Senior Customer Service Specialist
Marietta,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in root cause analytics and solution development/implemetation. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
Work History
Lead Server/Bartender
Hawg And Ale Smokehouse
Marietta, GA
2022.07 - 2022.10
- Asked diners about meals to assess satisfaction and collect vital feedback to improve operations.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
Office Manager
Bennett Insurance
Tifton, Georgia
2016.02 - 2022.01
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed standard operating procedures for all administrative employees.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Senior Customer Service Executive
Cbeyond
Atlanta , GA
2007.07 - 2015.12
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved multiple issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Campbell High School
Smyrna, GA 1993.09 - 1997.05
Associate of Applied Science - Business Administration
Atlanta Area Technical College
Atlanta, GA 1997.08 - 1999.09
Skills
Escalated complaints resolution
Mobile technical support
Analytical and critical thinking
Root cause analysis expert
Project management
Strategic sales and training