Shemika Lyons
Jackson,TN
Summary
An award winning, people leader that has ignited record-breaking results that inspire and motivate top performing teams with more than 10 years of sales experience and 3 years of leadership experience. Adaptable strengths with a proven history in transforming customer service and sales culture. Recognized leader in developing and mentoring peers, conflict management, while cultivating a culture of ethics and collaboration.
Overview
26
26
years of professional experience
Work History
Retail Sales Associate
Verizon Wireless
Jackson, TN
11.2016 - 12.2025
- Generate retail sales by using your passion for cutting-edge technology, and exceptional customer service to expand Verizon Network
- Learn and uncover customers' needs by creating connections and asking the right questions.
- Position product insights and solutions recommendations to provide customers with a complete top-down sales solution.
- Close sales by using phenomenal communication skills to fulfill customers needs with simple and intuitive tech solutions.
- Continuously develop yourself through ongoing training and up-skill in operational functions across merchandising and inventory.
- Potential to grow your customer base by placing outbound calls and sending text messages to current Verizon customers who are interested in our products and services.
- Opportunities to engage with the community outside of the store to expand your loyal customer base, including at off-site Verizon sponsored events.
Financial Service Representative
Verizon Wireless
Jackson, TN
04.2020 - 06.2020
- Answering incoming and placing outgoing calls in a timely manner.
- Providing excellent customer service, addressing inquires , and resolving complaints in a professional and timely manner.
- Help customers research and resolve various payment issues by correspondence through fax and email.
- Accept customer payments through secure payment intra-net systems.
- Maintain high level of customer service while balancing the needs of the customer with the expectations and goals of the organization.
Coordinator-BCGO Customer Service
Verizon Wireless
Alpharetta, GA
06.2016 - 11.2016
- Growing our business within existing accounts.
- Building customer relationships, earning their loyalty and trust.
- Asking questions, listening intently, and identifying what the customer really needs.
- Troubleshooting problems and resolving a range of customer issues about device(s)., billings, and/or service concerns.
- Selling value of Verizon solutions and increasing company revenue.
- Being solution oriented and proactive, providing first all resolution eliminating repeat calls and reducing unnecessary transfers.
- Delivering efficient customer support on large accounts using web-based tools.
Specialist- Small and Medium Business
Verizon Wireless
Salisbury, North Carolina
02.2015 - 06.2016
- Responsible for generating new building and growing existing business opportunities within the retail store channel
- Serve as a liaison to bridge the gap between the retail and business-to-business sales channel that promotes teamwork and opens the lines of communication that serve as a conduit for positive internal and external customer experience.
- Align the expectations of Verizon and our customers by staying engaged with both company and industry trends
- Enrich leadership skill sets by hosting interactive workshops, creating a high energy coaching culture, including frontline skill drills
- Ensure all employees demonstrate an understanding of the company’s vision, credo, and emerging technology through individual coaching.
Solutions Manager
Verizon Wireless
Salisbury, North Carolina
09.2012 - 02.2015
- Inspire and lead a sales team to create exceptional customer experiences and drive sales targets.
- Resolve customer issues and assist with transaction.
- Train and coach team members to deliver outstanding service, identify skill gaps, and implement development plans.
- Analyze staffing needs, manage store operations effectively, and monitoring inventory.
- Ensure compliance with company merchandising standards and complete store opening/closing procedures.
- Drive sales and manage store merchandising to achieve financial ,goals.
- Assist in shift scheduling and pre-screening of job applicants.
- Assist with recruitment, training, and development of employees.
Retail Sales Specialist
Verizon Wireless
Charlotte, North Carolina
06.2010 - 09.2012
- Generate retail sales by using your passion for cutting-edge technology, and exceptional customer service to expand Verizon Network
- Learn and uncover customers' needs by creating connections and asking the right questions.
- Position product insights and solutions recommendations to provide customers with a complete top-down sales solution.
- Close sales by using phenomenal communication skills to fulfill customers needs with simple and intuitive tech solutions.
- Continuously develop yourself through ongoing training and up-skill in operational functions across merchandising and inventory.
- Potential to grow your customer base by placing outbound calls and sending text messages to current Verizon customers who are interested in our products and services.
- Opportunities to engage with the community outside of the store to expand your loyal customer base, including at off-site Verizon sponsored events.
Customer Experience Specialist
Verizon Wireless
Jackson, Tennessee
09.2007 - 06.2010
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Accounts Receivable
Apria Healthcare
Jackson, Tennessee
01.2003 - 01.2007
- Processed billing information for customers to ensure timely processing for reimbursements
- Researched delinquent accounts for insurance providers and was responsible for auditing all accounts for compliancy
Sales Representative
ATT Wireless
Jackson, Tennessee
01.2000 - 01.2003
- Generate retail sales by using your passion for cutting-edge technology, and exceptional customer service to expand Verizon Network
- Learn and uncover customers' needs by creating connections and asking the right questions.
- Position product insights and solutions recommendations to provide customers with a complete top-down sales solution.
- Close sales by using phenomenal communication skills to fulfill customers needs with simple and intuitive tech solutions.
- Continuously develop yourself through ongoing training and up-skill in operational functions across merchandising and inventory.
- Potential to grow your customer base by placing outbound calls and sending text messages to current Verizon customers who are interested in our products and services.
- Opportunities to engage with the community outside of the store to expand your loyal customer base, including at off-site Verizon sponsored events.
Education
Master of Science - Leadership and Coaching
Bellevue University
Bellevue, Nebraska06.2016
Bachelor of Arts - Elementary Education, K-8
Lane College
Jackson, Tennessee01.2006
Skills
- Problem-solving
- Teamwork and collaboration
- Time management
- Customer engagement
- Relationship building
- Goal driven
Accomplishments
- 2024 Home Team Experience Winner
- 2024 Winner's Circle
- 2023 Winner's Circle
- 2013, VZ Elite Leadership Development Program Recipient
- 2012, President's Cabinet Recipient (Top 1%)
- 2011, President's Cabinet Recipient (Top 1%)
- 2010, District SME for Customer Experience and Commissions
- 2010, South Area Sales and Leadership Conference panel speaker [Generating Sales and Retention Management]
- 2010, Wild Card Winner of the Iconic Sales Competition
- 2009, Leading Customer Service Representative Award
Timeline
Financial Service Representative
Verizon Wireless
04.2020 - 06.2020
Retail Sales Associate
Verizon Wireless
11.2016 - 12.2025
Coordinator-BCGO Customer Service
Verizon Wireless
06.2016 - 11.2016
Specialist- Small and Medium Business
Verizon Wireless
02.2015 - 06.2016
Solutions Manager
Verizon Wireless
09.2012 - 02.2015
Retail Sales Specialist
Verizon Wireless
06.2010 - 09.2012
Customer Experience Specialist
Verizon Wireless
09.2007 - 06.2010
Accounts Receivable
Apria Healthcare
01.2003 - 01.2007
Sales Representative
ATT Wireless
01.2000 - 01.2003
Bachelor of Arts - Elementary Education, K-8
Lane College
Master of Science - Leadership and Coaching
Bellevue University