Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sh'Nise Ward

West Palm Beach

Summary

Dynamic customer service professional with over 20 years of experience in training and supporting teams. Strengths include attention to detail, time management, and a commitment to delivering exceptional customer service. Eager to leverage expertise to enhance team performance and customer satisfaction.

Overview

23
23
years of professional experience

Work History

Senior Lead Customer Service Associate

Old Navy
West Palm Beach
07.2002 - Current
  • Trained new staff on customer interaction protocols and company policies.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Provided accurate, valid, and complete information to customers in a timely manner.
  • Processed orders received from customers via telephone or online channels accurately.
  • Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
  • Implemented best practices for handling customer inquiries and issues efficiently.
  • Completed day-to-day duties accurately and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Customer Service Associate

Old Navy
West Palm Beach
07.2002 - 09.2014
  • Processed transactions efficiently using point-of-sale systems.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Resolved customer inquiries in a timely manner.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Handled cash register operations accurately during peak times.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Collected deposits or payments and arranged for billing.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted customers with inquiries and resolved issues effectively.

Education

High School Diploma -

Suncoast Community High School
Riviera Beach, FL
05-2003

Skills

  • Active listening
  • Time management
  • Attention to detail
  • Problem solving
  • Effective communication
  • Team collaboration
  • Payment processing
  • Interpersonal skills
  • Customer support
  • Billing assistance
  • Customer engagement
  • Task prioritization
  • Assertiveness
  • Tactful and diplomatic
  • Calm under pressure
  • Multitasking Abilities
  • Communication skills
  • Complaint handling
  • Microsoft office expertise

Languages

English
Native/ Bilingual
American Sign Language
Professional

Timeline

Senior Lead Customer Service Associate

Old Navy
07.2002 - Current

Customer Service Associate

Old Navy
07.2002 - 09.2014

High School Diploma -

Suncoast Community High School

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