Summary
Overview
Work History
Education
Skills
Language
Certification
Timeline
Generic

SHINIYA PEARSON

LUBBOCK

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Cashier

Stripes Convenience Store
08.2023 - 01.2025
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.

Customer Service Representative

Ansaphone
12.2022 - 05.2023
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Phone Banker

Wells Fargo
06.2020 - 11.2022
  • Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
  • Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
  • Improved efficiency by assisting with the implementation of new processes that streamlined workflows within the phone banking team.
  • Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
  • Retained valuable clientele by skillfully resolving complaints or concerns regarding account management or service delivery discrepancies.
  • Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
  • Consistently met or exceeded monthly sales targets through proactive outreach efforts such as outbound calling campaigns focused on promoting bank products and services.
  • Demonstrated adaptability by quickly learning new systems or procedures as required to maintain consistent performance in a dynamic industry environment.
  • Reduced average call handling time through efficient problem-solving and effective use of banking systems and resources.
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.

Manager

SUBWAY®Restaurants
12.2015 - 06.2020
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Improved marketing to attract new customers and promote business.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

Associate Degree In Psychology - Psychology

South Plains College
Levelland, TX

Diploma -

Lubbock High School
Lubbock, TX
05.2018

Skills

  • Customer service
  • Customer assistance
  • Work ethic and integrity
  • Patience and empathy
  • Cash handling
  • Time management skills
  • Cleaning and sanitizing
  • Reliability and punctuality
  • Customer relations
  • Written and verbal communication
  • Issue resolution
  • Complex Problem-solving
  • POS system operations
  • Inventory management
  • Inventory control
  • Sales expertise
  • Loss prevention
  • Multitasking and organization
  • Clear communication
  • Hospitality and accommodation
  • Active listening
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • De-escalation techniques
  • Building rapport
  • Technical support
  • Quality control

Language

English

Certification

  • Food Handlers card
  • TABC
  • Bonded by the bank
  • Driver license

Timeline

Cashier

Stripes Convenience Store
08.2023 - 01.2025

Customer Service Representative

Ansaphone
12.2022 - 05.2023

Phone Banker

Wells Fargo
06.2020 - 11.2022

Manager

SUBWAY®Restaurants
12.2015 - 06.2020

Associate Degree In Psychology - Psychology

South Plains College

Diploma -

Lubbock High School

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