Shirley Gathers-Houghton
Newton,NJ
Summary
Results-oriented Secondary Education major currently attending New Jersey City University, with 10.5+ years of work experience. Aiming to leverage a proven knowledge of customer communications, customer satisfaction, and sales administration skills to successfully fill the Customer Service role at your company. Frequently praised as diligent by my peers, I can be relied upon to help your company achieve its goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Prudential Financial
07.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered over 30 incoming phone calls per day to articulate product value to prospective customers and support current policyholders.
Volunteer
Gloo
03.2024 - 08.2024
- Exhibited excellent communications and customer service relations skills.
- Provided complex crisis intervention and stabilization to patients in psychological distress.
- Provided clients with recommendations to community resources.
Freeholders Assistant
Hudson County Freeholders
04.2018 - 08.2020
- Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet, word processing, database management, and other applications
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Set up and maintain paper and electronic filing systems for records, correspondence, and other material
- Locate and attach appropriate files to incoming correspondence requiring replies
- Complete forms in accordance with company procedures
- Compose, type, and distribute meeting notes, routine correspondence, and reports
- Learn to operate new office technologies as they are developed and implemented
- Maintain scheduling and event calendars
- Schedule and confirm appointments for clients, customers, or supervisors
- Manage projects or contribute to committee or teamwork
- Provide services to customers, such as order placement or account information
- Prepare and mail checks.
Manager
European Wax Center
10.2017 - 03.2020
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Inventory stock and reorder when inventory drops to a specified level
- Instruct staff on how to handle difficult and complicated sales
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Assign employees to specific duties
- Enforce safety, health, and security rules
- Plan budgets and authorize payments and merchandise returns
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
- Plan and prepare work schedules and keep records of employees' work schedules and time cards
- Review inventory and sales records to prepare reports for management and budget departments
- Establish and implement policies, goals, objectives, and procedures for their department
- Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy.
Wax Specialist and Trainer
European Wax Center
04.2015 - 10.2017
- Sterilize equipment and clean work areas
- Keep records of client needs and preferences and the services provided
- Demonstrate how to clean and care for skin properly and recommend skin-care regimens
- Treat the facial skin to maintain and improve its appearance, using specialized techniques and products, such as peels and masks
- Remove body and facial hair by applying wax
- Train and supervise other oncoming associates
- Developed and implemented merchandising strategies to stimulate customer traffic and increase sales
- Performed duties as sales counselor and customer service
- Remove unwanted hair from different areas on the body
- Improved sales productivity by 45%
- Adding on services to increase sales ticket.
Wax Specialist
European Wax Center
01.2012 - 04.2015
- Sterilize equipment and clean work areas
- Examine clients' skin, using magnifying lamps or visors when necessary, to evaluate skin condition and appearance
- Select and apply cosmetic products such as creams, lotions, and tonics
- Remove body and facial hair by applying wax
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
Education
Associate in Science (A.S.) Secondary Education -
Hudson County Community College
Jersey City, NJ05.2017
Skills
- Advanced understanding of basic office applications, including Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Highly skilled leader with skills in delegating tasks, team building, and creating positive customer experience
- Call Center Operations
- Customer Service
Certification
Cosmetology License
References
References available upon request
Personal Information
Title: Customer Service
Timeline
Volunteer
Gloo
03.2024 - 08.2024
Customer Service Representative
Prudential Financial
07.2023 - Current
Freeholders Assistant
Hudson County Freeholders
04.2018 - 08.2020
Manager
European Wax Center
10.2017 - 03.2020
Wax Specialist and Trainer
European Wax Center
04.2015 - 10.2017
Wax Specialist
European Wax Center
01.2012 - 04.2015
Cosmetology License
Associate in Science (A.S.) Secondary Education -
Hudson County Community College
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