SHELLY CANALES

Resolved customer complaints by collaborating with departments to deliver tailored solutions, enhancing customer satisfaction.

• Led client relationship management and ensured alignment with customer needs.
• Coordinated cross-functional teams to deliver high-quality service solutions.
• Managed project timelines and resource allocation for client accounts.

• Established long-lasting relationships with customers through warm, personable, and knowledgeable phone interactions, enhancing customer loyalty.
• Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
• Refined listening skills, asked probing questions to understand concerns and effectively overcame objections.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Employed customer relationship management software to track and manage calls, ensuring accurate retention of customer data.
• Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
• Audited customer account information to identify issues and develop solutions.

• Oversaw scheduling and coordination of cashier shifts and breaks to ensure smooth operations.
• Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
• Answered phone calls to assist customers with inquiries and order placements, enhancing customer satisfaction.
• Collected credit card and cash payments, facilitating seamless completion of customer orders.
• Processed credit card, EBT, and gift certificate payments, ensuring accurate transactions in electronic systems.
• Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
• Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
• Answered product questions with up-to-date knowledge of sales and store promotions.
• Complied with cash handling procedures to meet regional cashier variance policy.

• Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
• Managed change orders and contractual modifications to mitigate impacts on budget and schedule.
• Monitored project progress by developing forecasts and tracking expenses to ensure budget adherence.
• Supervised team activities to enhance productivity and ensure project efficiency.
• Delegated daily tasks to team members to optimize group productivity.
• Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
• Built and established strong partnerships with teams and vendors.

• Trained new cashiers and customer service team members to streamline onboarding process.
• Processed payments promptly for customers to exceed productivity standards.
• Scanned, priced and bagged customer groceries quickly to keep lines moving.
• Informed customers about product and service offerings to enhance their shopping experience.
• Rotated and merchandised products at point-of-sale to improve impulse buy rate.
• Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
• Stocked shelves and supplies and organized displays to focus customer attention on specific items.
• Collaborated with management to develop employee improvement strategies that fostered exceptional staff performance.

• Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
• Greeted customers, answered questions, and recommended specials to enhance dining experience and drive sales.
• Resolved customer issues for servers, maintaining professionalism and calmness to ensure customer satisfaction.
• Processed charges, issued table checks, and collected payments efficiently to facilitate smooth transactions.
• Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
• Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
• Completed opening and closing checklists to ensure smooth restaurant operations.
• Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
• Served high volume of tables at once and simultaneously supervised serving staff.

• Managed customer inquiries via telephone, email, and social media, ensuring timely and effective responses.
• Resolved patient questions and complaints, enhancing overall patient satisfaction.
• Coordinated communication between patients and healthcare professionals to address and fulfill patient needs.
• Scheduled and confirmed patient appointments with patients and healthcare professionals.
• Managed scheduling of patient appointments and medical procedures to streamline patient flow.
• Documented and managed patient information in the computer system.
• Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
• Obtained insurance verification and authorization to submit financial clearance of patient accounts.
• Scanned completed forms, identification and insurance cards, maintaining patient documents folder.