Shena Mchenry
Colorado Springs,CO
Summary
With a proven track record at Arise for enhancing customer loyalty and resolving complex issues, I excel in customer service and problem-solving. My critical thinking and data entry skills, combined with a knack for empathetic communication, have consistently improved team productivity and customer satisfaction ratings. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Arise
02.2022 - 08.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
Manager of Operations
Service Oil
02.2015 - 03.2021
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
- Streamlined operational processes by implementing efficient workflow management strategies.
- Optimized inventory control procedures to minimize stockouts and excess inventory levels.
Assistant Manager
Family Dollar
09.2014 - 02.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Negotiated with suppliers to secure better pricing, reducing operational costs.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Oversaw daily operations to maintain store cleanliness and organization.
- Enhanced team productivity by streamlining operational processes.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Implemented staff training programs to elevate service standards and knowledge.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Improved operational efficiency by adopting new technology for inventory management.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Conducted performance evaluations and provided constructive feedback to employees.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Cashier
Dollar General
04.2014 - 08.2014
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Answered product questions using knowledge of sales and store promotions.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Demonstrated versatility by cross-training in various departments throughout the store when required.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Redeemed coupons to discount purchases.
- Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
- Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
Newspaper Carrier
Killeen Daily Herald
01.2013 - 04.2014
- Assembled and bagged newspapers prior to delivery.
- Delivered newspapers and flyers to about [Number] homes daily.
- Maintained punctual delivery times for consistent customer service experience.
- Distributed papers in various weather conditions during early morning.
- Demonstrated adaptability by adjusting routes according to changes in customer preferences or residential locations.
- Built strong relationships with customers, addressing concerns and resolving issues promptly.
- Provided exceptional customer service, responding promptly to inquiries or requests from clients.
- Handled distribution-related tasks such as sorting, bundling, and labeling newspapers accurately for efficient delivery.
- Improved route efficiency with careful planning and route optimization techniques.
- Secured papers on delivery vehicles to limit losses and damages.
- Increased customer satisfaction by delivering newspapers in a timely and accurate manner.
- Resolved delivery complaints and escalated complex issues to management.
- Ensured safe driving practices while navigating various weather conditions and road situations.
- Maintained up-to-date records of delivery routes and customer information.
- Organized delivery materials and supplies to streamline the preparation process each day.
- Demonstrated strong communication skills when interacting with both colleagues and customers.
- Safeguarded customer information by following strict confidentiality guidelines in all interactions.
- Collaborated effectively with team members to ensure seamless coordination of deliveries.
- Adhered to company policies when collecting payments from customers, maintaining accurate records of transactions.
Education
GED -
Community Texas College
Killeen, TX05.1993
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
Websites
Timeline
Customer Service Representative
Arise
02.2022 - 08.2022
Manager of Operations
Service Oil
02.2015 - 03.2021
Assistant Manager
Family Dollar
09.2014 - 02.2015
Customer Service Cashier
Dollar General
04.2014 - 08.2014
Newspaper Carrier
Killeen Daily Herald
01.2013 - 04.2014
GED -
Community Texas College
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