Shirkea Chennault
Canton,GA
Summary
*Highly-motivated employee with desire to take on new challenges. Strong work ethic and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
*Twenty-plus years of customer service experience.
* Three years of Call Center Experience
*Motivated to work as part of a team or as an individual contributor. Experienced in fast-paced environments and adaptable to last-minute changes. Enthusiastic about helping others in the workforce.
* Ready to contribute to a dynamic team and make a positive impact.
Overview
23
23
years of professional experience
Work History
Student Support Coordinator (remote)
Empire Education Group (Beauty School)
11.2022 - Current
- Provide the highest level of customer service to prospective students, and schedule appointments.
- Taking outbound and inbound calls on an automatic dialer for inquiries from prospective students.
- Manage multiple concurrent chat interactions while maintaining accuracy and efficiency on chat software.
- Establishing a good rapport with prospective students, and providing accurate information on the programs offered through the Knowledge Base Software.
- Input all activities into the CRM platform promptly and accurately.
- Promoted school activities and events to prospective students about student life opportunities.
- Advised students on course selection, progress toward graduation, and career decisions.
- Actively participate in monthly training development, as needed.
Customer Service Representative (Remote)
Kaiser Permanente
02.2022 - 10.2022
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Consulted with customers to resolve service and billing issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Explained benefits, features and recommendations to maximize client retention.
- Upheld privacy and security requirements for customer information.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Technical Support Representative (Remote)
Sutherland
07.2021 - 12.2021
- Assisted customers with various types of technical issues via telephone.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Supported customers with online billing, access and account issues.
- Input customer service orders and tracked orders through to completion.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Managed customer system updates, informing clients of all installation progress stages.
Beauty Advisor/Sales
Ulta Beauty
Gainesville, GA
02.2014 - 12.2020
- Greeting Ulta guests upon entering the store.
- Engage with guests to determine their individual needs and answering questions concerning product and services.
- Served multiple guests at one time while maintaining composure during busy or peak selling times.
- Maintained records related to sales for store management.
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
- Built and deepened productive and positive customer relationships with high-quality service and focus on gaining loyalty.
- Applied makeup to achieve desired day-to-day and special event looks.
- Backed up reception desk by answering phones, scheduling appointments and processing payments.
- Capitalized on upselling opportunities for additional products and services to increase sales numbers.
- Showed customers how to apply makeup and other products to achieve desired looks.
- Displayed merchandise to present visually appealing arrangements that drive sales.
- Ensured that all displays were neat and organized at all times.
- Attended product training sessions to stay updated on new products and trends in the industry.
- Drove and exceeded sales goals by providing personalized beauty experience based on customer needs.
Assistant Manager
Cato
Gainesville, GA
08.2009 - 12.2013
- Routinely helped many customers each day in a high volume retail outlet.
- Ensured high levels of customer satisfaction through excellent service.
- Met monthly sales goals by training and providing feedback to sales staff.
- Retained outstanding store condition and visual merchandising standards.
- Dealt with all issues that arise from staff or customer (complaints, grievances etc).
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Delegated daily tasks to team members to optimize group productivity.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Completed inventory audits to identify losses and project demand.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Assisted store manager in evaluating employee performance and cultivating improvement initiatives.
Hair Stylist
Smart Style Hair Salon
Athens, GA
11.2006 - 08.2009
- Consulting with clients and identifying their hair needs and wants.
- Perform a broad range of hair services cut, color, perms, relaxers, formal event hairstyles, blowouts, and brow waxing.
- Selling products to clients that meet their hair needs and upkeep of their hair.
- Made sure I met service and product goals weekly.
- Built and maintained a client base of approximately 60 or more clients
- Established and sustained a strong relationship with clients to ensure they continued revisiting the salon.
- Selected hair colors, products and services based on customer preference and individually designed hair care plan.
- Backed up reception desk by answering phones, scheduling appointments and processing payments.
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
- Fostered clean and sanitary work environment to protect customers and staff from infection.
Hairstylist
Cost Cutters Family Hair Care
Athens, GA
09.2002 - 10.2006
- Styled and designed traditional and contemporary hairstyles for men and women daily.
- Supervised front-end of salon, booked appointments, inventoried sales area and coordinated employee schedules to maximize operations.
- Customized styles, services and products to suit client needs and maintain customer satisfaction.
- Attended workshops and classes to remain current on hair products and styles to employ latest techniques and treatments.
- Sanitized workstations and salon equipment to reduce risk of infection.
- Pursued continuing education and training to stay up to date with new trends and techniques.
Education
Certificate in Medical Office Assistant -
Lanier Technical College
2010
Diploma - Cosmetology
Athens Technical College
Athens, GA06.2001
Skills
- Experience working with CRM System
- Strong interpersonal skills
- Chat Support
- Inbound and Outbound Calling
- Data Entry
- Adaptive Team Player
- 45/wpm
- Time Management
- Problem-solving abilities
- Multitasking and Prioritization
- Verifying Data Accuracy
- Written and Verbal Communication
- Software Troubleshooting
Professional References
Vanessa Harding
General Manager/Ulta Beauty
404-775-0725
Cheryl Simspon
Esthetician/Dermalogica Advisor
706-380-0045
Tyler Robillard
Lancome Boutique Lead
470-489-6163
Timeline
Student Support Coordinator (remote)
Empire Education Group (Beauty School)
11.2022 - Current
Customer Service Representative (Remote)
Kaiser Permanente
02.2022 - 10.2022
Technical Support Representative (Remote)
Sutherland
07.2021 - 12.2021
Beauty Advisor/Sales
Ulta Beauty
02.2014 - 12.2020
Assistant Manager
Cato
08.2009 - 12.2013
Hair Stylist
Smart Style Hair Salon
11.2006 - 08.2009
Hairstylist
Cost Cutters Family Hair Care
09.2002 - 10.2006
Certificate in Medical Office Assistant -
Lanier Technical College
Diploma - Cosmetology
Athens Technical College
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