SHENELL SMITH
Houston,TX
Summary
Experienced manager with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with customers , executive, and business audiences.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Sutherland Global Service
Houston, TX
04.2018 - Current
- 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.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
collector
fma alliance ltd
houston, tx
02.2015 - 01.2017
- Assist customers with payment plans and debt also with settlements and resolutions to paying off debt
customer service agent/back up book keeper
kroger
Brooklyn, tx
02.2012 - 01.2014
- Assisted customers with bill payments auto tags lotto and refund...Kept records of sales count tills for cashiers did 31 day file and short and overage report Planned and executed Monitored multiple databases to keep track of all company inventory.
customer representive
reliant energy
Queens, NY
09.2011 - 02.2013
- Increased sales by 17% over two-year period.Planned and executed provided excellent customer service
cashier/stocker
cvs pharmacy
Spring, tx
09.2008 - 08.2011
- Increased sales Monitored multiple databases to keep track of all company inventory.assisted customers with purchases set up displays as needed
cashier
sears
Brooklyn, ny
06.2004 - 08.2008
- Assisted customers in fragrance and cosmetics department.Provided excellent customer service while assisting and locating and selecting merchandise rand up purchases and received payments from customers.
cashiert
jfk airport
Brooklyn, NY
06.2006 - 05.2007
- Monitored multiple databases to keep track of all company inventory.Provided onsite training.Planned and executed rang up food purchases
Education
High School Diploma -
ebc/eny
Brooklyn, NYSkills
- Client-focused
- Microsoft Office
- Quick learner
- Computer proficient
- Training and development
- Financial records and processing
- Reports generation and analysis
- File/records maintenance
Timeline
Customer Service Representative
Sutherland Global Service
04.2018 - Current
collector
fma alliance ltd
02.2015 - 01.2017
customer service agent/back up book keeper
kroger
02.2012 - 01.2014
customer representive
reliant energy
09.2011 - 02.2013
cashier/stocker
cvs pharmacy
09.2008 - 08.2011
cashiert
jfk airport
06.2006 - 05.2007
cashier
sears
06.2004 - 08.2008
High School Diploma -
ebc/eny