Shemona Barker
El Paso,TX
Summary
Motivated customer support professional with experience resolving complex issues, processing returns, and managing high volume inquiries in fast paced environments. Built a strong foundation in communication, empathy, and problem solving from an early start in frontline service. Adaptable, tech savvy, and committed to delivering responsive, respectful support in both in-person and remote settings.
Overview
9
9
years of professional experience
Work History
Sales Supervisor
DSW Inc
Dallas, TX
02.2021 - 09.2021
- Assist in customer service by modeling CEL behaviors and responding to customer feedback with urgency.
- Maintain store standards to ensure a positive customer experience.
- Complete daily opening and closing tasks, including store cleaning and maintenance.
- Communicate daily, weekly, and monthly goals to the team and assign tasks accordingly.
- Supervise and participate in inventory management activities, including freight receipt and markdowns.
- Manage omni activities in the store, such as Charge/Send and BOPIS/BOSTS.
- Ensure a safe environment for customers and associates by maintaining equipment and supplies.
- Assist in recruiting and training new associates, providing feedback on performance.
- Support payroll and timekeeping activities for associates.
Stock Clerk
Technica LLC
Fort Bliss, TX
08.2018 - 07.2019
- Conducted daily inventory counts, maintaining accuracy with 99% precision.
- Inspected incoming products for damage, ensuring timely reporting and adherence to quality standards.
- Sorted received materials into designated bins and shelves based on specifications.
- Unloaded trucks using hand-trucks and pallet jacks to streamline operations.
- Verified incoming articles against requisitions or invoices to confirm receipt of items.
- Stored articles in appropriate locations based on identifying information such as style or type.
- Prepared periodic inventory reports and requisitioned items to fulfill incoming orders.
- Assisted approximately 30 customers daily in locating products, enhancing overall satisfaction.
Customer Service & Sales Representative
DSW
The Bronx, NY
05.2015 - 01.2017
- Managed multi-channel user support requests, consistently maintaining a first-contact resolution rate of 90%.
- Resolved 95% of escalated calls professionally, ensuring customer retention and swift resolution of complaints.
- Delivered effective communication across in-person, phone, and email interactions, managing over 50 daily inquiries.
- Supported client inquiries with innovative problem-solving, ensuring smooth account management and a 90% resolution rate.
- Processed Return Merchandise Authorizations efficiently, ensuring timely updates to customer accounts.
Customer Service Desk Associate
Kmart
The Bronx, NY
07.2012 - 03.2015
- Handled customer inquiries, returns, and exchanges with professionalism and efficiency
- Resolved customer complaints calmly while following company policies
- Processed transactions, issued refunds, and balanced the register at end-of-shift
- Provided product information and supported other departments as needed
- Demonstrated strong communication, problem-solving, and multitasking skills in a busy retail environment
Education
Bachelor of Science - Management
Park University
Fort Bliss, TXSkills
- Customer Service
- Call Management
- Conflict Resolution
- Customer Accounts
- Email Communication
- Typing (40 WPM)
- Inventory Management
- Logistics Coordination
- Return Merchandise Authorization (RMA)
- Order Status Tracking
- Problem-Solving
- CRM Systems
Timeline
Sales Supervisor
DSW Inc
02.2021 - 09.2021
Stock Clerk
Technica LLC
08.2018 - 07.2019
Customer Service & Sales Representative
DSW
05.2015 - 01.2017
Customer Service Desk Associate
Kmart
07.2012 - 03.2015
Bachelor of Science - Management
Park University