Summary
Overview
Work History
Education
Skills
Volunteering Service
Extracurricular Activities
Timeline
Generic

SHO'NAE EVANSON

The Bronx,NY

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Sandals Grande
Saint Johns, Antigua
04.2021 - 12.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Cashier and Cage Worker

Joe Mikes Hotel and Casino
St. John’s, Antigua
05.2019 - 06.2021
  • Managed a cash drawer while maintaining a 100% accuracy rate during reconciliation in end-of-day audits
  • Assisted 20+ customers per day with tokens and tickets
  • Fulfilled multiple responsibilities including guest assistance, register duties, and sanitization
  • Reference: +1 (268)-462-1142
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Ensured compliance with all safety regulations within the store environment.

Administrative Assistant

777 Rental and Leasing
St. John’s Village, Antigua
06.2018 - 08.2020
  • Sent 15-20 emails/ day demonstrating a mastery of written communication and attention to detail
  • Scheduled and coordinated virtual and in-person meetings, events, and appointments for a 20-person department
  • Organized and managed sensitive data input in over 12 Excel spreadsheets, retrieving and delivering information quickly
  • Created a more efficient workspace by proactively anticipating department needs
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
  • Ensured efficient operation of office equipment such as printers, copiers and fax machines.
  • Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Processed invoices for payment using accounting software applications.

Education

Antigua Girls High School

Skills

  • Adaptable: Quick to embrace challenges and changes in priority, providing significant results and high levels of accuracy
  • Collaboration: Able to work well in a team, contributing ideas and cooperating with others to achieve common goals
  • Communication: An effective written and verbal communicator
  • Attention to detail: Meticulous and detail-oriented professional
  • Scheduling
  • Call Management
  • Appointment Scheduling
  • Information Security
  • Consultative Sales
  • Paperwork Processing
  • Data Entry
  • Inbound and Outbound Calling
  • Data Collection
  • Account Updating
  • Product Knowledge
  • Complaint Resolution
  • Report Generation
  • Customer Relations
  • CRM Software
  • Tactful and Diplomatic
  • Team Development
  • Product Promotion
  • Staff Training
  • Documentation

Volunteering Service

Friends of All Animals, St. John’s, Antigua, 01/2017-04/2017, Spread awareness on animal abuse and neglect by traveling to different schools and facilitating workshops

Extracurricular Activities

Antigua Girls High School Female Soccer Team, 2014-2016, Attended practice and learned new skills in sprinting and different types of ball control, while maintaining a GPA over 3.0, True Antigua Girls High School Girls Netball Team, Attended practice and learned new skills in sprinting and different types of ball control, while maintaining a GPA over 3.0, True

Timeline

Customer Service Representative

Sandals Grande
04.2021 - 12.2023

Cashier and Cage Worker

Joe Mikes Hotel and Casino
05.2019 - 06.2021

Administrative Assistant

777 Rental and Leasing
06.2018 - 08.2020

Antigua Girls High School

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SHO'NAE EVANSON