Hi, I’m
SHON RIDLEY
Charlotte,NC
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented Network Field Engineer with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. A hardworking and passionate job seeker with strong organizational skills eager to secure Customer Service position. Ready to help the team achieve company goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
years of professional experience
Work History
Amazon CLT 4
Ambassador
07.2022 - 02.2024
Job overview
- Evaluated progress towards achieving mission goals using key performance indicators and implemented necessary changes for continuous improvement.
- Negotiated agreements for mutual benefits with foreign governments in trade, security, and other sectors.
- Collaborated with local non-governmental organizations to promote social development projects in host countries.
- Monitored media coverage and produced detailed reports to analyze impact of PR efforts.
- Assisted team with operational policies and procedures to drive services.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Streamlined material delivery processes which increased efficiency and reduced downtime.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Trained and supervised new employees to apply best practices and comply with health and safety procedures and regulations.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Assisted in the training and onboarding of new employees, contributing to a cohesive and efficient workforce.
United Rentals
Client Service Representative
03.2020 - 03.2021
Job overview
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Created and maintained detailed database to develop promotional sales.
- Offered personalized solutions to meet customer requirements and close sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered prompt service to prioritize customer needs.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Reduced wait times for clients by implementing efficient scheduling practices within the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Coordinated closely with account managers to provide updates on ongoing projects, fostering stronger internal communication channels.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
Amazon DLT1
Driver, Warehouse Orders
03.2019 - 06.2020
Job overview
- Fostered positive working relationships with regular customers.
- Supported warehouse operations by organizing products on shelves and pallets for easy retrieval during shipment preparation.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Handled sensitive materials with care, ensuring no damage occurred during transportation or storage periods.
- Drove truck in urban and rural areas to expertly make high volume of deliveries.
- Filled out load paperwork and DOT-mandated log books.
- Loaded and unloaded trucks using pallet jacks or forklifts when required, ensuring proper handling of items.
- Delivered packages to customer doorsteps and business offices.
- Utilized GPS navigation systems effectively for precise route guidance and seamless transport between destinations.
- Increased overall fleet safety by participating in regular driver training programs focused on accident prevention techniques.
- Performed daily vehicle inspections, identifying potential issues before they escalated into costly repairs.
- Followed corporate procedures to maintain company and customer data confidentiality.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
- Minimized company liability and risks to loads by obeying traffic laws.
Torrae's Pawtime Owner Operator
Pet Minder
11.2017 - Current
Job overview
- Demonstrated adaptability when caring for various types of animals including dogs, cats, birds, and small mammals.
- Prepared food and water following instructions from pet owners.
- Cultivated strong relationships with local animal shelters, promoting adoption opportunities within the community where appropriate.
- pheld excellent customer service standards by addressing concerns and resolving issues promptly, resulting in repeat business from satisfied clients.
- Assisted with development of animal behavior modification plans.
- Attended consultations and met with pets and pet guardians to obtain guidelines and protocol for care.
- Gave medication to pets following guidelines from owners.
- Exercised animals regularly with walks and rigorous play activities.
- Developed individualized care plans for each pet, taking into account their unique needs and preferences.
- Ensured pet health and safety by closely monitoring their behavior, diet, and exercise routines.
- Provided daily physical exercise, mental stimulation and socialization to keep pets healthy and ward off unwanted behavior.
- Maintained a clean and safe environment for all pets in my care, preventing accidents or illnesses from occurring.
- Trained animals in behavioral compliance or other special routines or commands.
- Implemented positive reinforcement training techniques to help pets learn proper behaviors.
Amazon CLT 5
Sort Associate
03.2017 - 06.2019
Job overview
- Liaised with cross-functional teams to facilitate smooth operations and achieve common goals.
- Demonstrated flexibility by adapting quickly to changing priorities or workflow adjustments as needed.
- Assessed and sorted items into containers or designated areas according to classification, size, and condition.
- Enhanced customer satisfaction by ensuring timely and accurate sorting of parcels for on-time delivery.
- Improved workflow by maintaining a clean and organized work area, adhering to safety protocols.
Fifth Element Cleaning Owner Operator Self
Organizer/Commercial Cleaner
02.2014 - Current
Job overview
- Demonstrated exceptional time management skills while working on multiple projects simultaneously without compromising quality or deadlines.
- Maintained clean environments across various industries including offices, medical facilities, schools, retail spaces, and warehouses.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Adhered to professional house cleaning checklist.
Macy's
Customer Service Representative
04.2014 - 09.2015
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded proactively and positively to rapid change.
Education
The Apprentice School - Newport News Shipbuilding, Newport News, VA
Associate of Science from Computer Engineering Technology
06.2001
Skills
- Pet Owner Advisor
- Food Intake Monitoring
- Special Needs Care
- Microsoft Excel
- Professional telephone demeanor
- Issue and Complaint Resolution
- Needs Assessment
- De-Escalation Techniques
- Calm and Professional Under Pressure
- Reading Comprehension
- Receiving support
- Critical Thinking
- Call center experience
- Problem-solving abilities
- Complaint Handling
- Microsoft Office Suite
- POS systems expert
- Remote Office Availability
- Computer Proficiency
- Technical Support
- Sales Transactions
- Microsoft Office
- Follow-up skills
Timeline
Ambassador
Amazon CLT 4
07.2022 - 02.2024
Client Service Representative
United Rentals
03.2020 - 03.2021
Driver, Warehouse Orders
Amazon DLT1
03.2019 - 06.2020
Pet Minder
Torrae's Pawtime Owner Operator
11.2017 - Current
Sort Associate
Amazon CLT 5
03.2017 - 06.2019
Customer Service Representative
Macy's
04.2014 - 09.2015
Organizer/Commercial Cleaner
Fifth Element Cleaning Owner Operator Self
02.2014 - Current
The Apprentice School - Newport News Shipbuilding
Associate of Science from Computer Engineering Technology
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