Shimyra Clark
Montgomery,AL
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Resourceful Call Center Representative known for maintaining high productivity and efficiently completing tasks. Specialize in effective communication, quick problem-solving, and accurate record-keeping. Excel in active listening, empathy, and patience, ensuring customer satisfaction and resolution of inquiries with professionalism and warmth.
Overview
7
7
years of professional experience
Work History
Call Center Representative
ASK
Montgomery , AL
01.2022 - 05.2024
- Maintained detailed records of customer interactions and transactions for future reference.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained accurate records of customer interactions for future reference.
- Performed outbound calling campaigns to promote new products or services.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
Team Lead
Toys R Us
Montgomery Al , AL
01.2017 - 06.2018
- Trained new staff in relevant processes and procedures.
- Delegated tasks appropriately according to individual skill sets.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Monitored team performance against targets, taking corrective action where necessary.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Maintained accurate records of employee attendance and task completion times.
- Developed strategies to increase team productivity and improve customer service levels.
- Coordinated team resources to achieve project goals.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Provided support to junior staff during peak periods of workloads.
- Ensured compliance with company policies and procedures throughout the team.
- Motivated staff through positive reinforcement techniques.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Monitored team progress and enforced deadlines.
- Reviewed completed work to verify consistency, quality, and conformance.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
Education
GED -
Bridge Academy
Selma Al01-2022
Skills
- Customer service
- Call escalation
- Data entry
- Customer relationship management
- Product knowledge
- Complaint resolution
- Team leadership
- Employee training
- Process improvement
- Time management
- Conflict resolution
- Professionalism
- Customer account updates
- Call controlling
- Typing [number] wpm
- Customer communications
- Customer service optimization
- Inbound phone call management
- Call center customer service
Timeline
Call Center Representative
ASK
01.2022 - 05.2024
Team Lead
Toys R Us
01.2017 - 06.2018
GED -
Bridge Academy