Shontavia Riddick
Virginia Beach,VA
Summary
Organized team leader builds positive rapport, inspires trust, and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
12
12
years of professional experience
Work History
Welcome Specialist Team Lead
Conduent
Chesapeake, VA
11.2020 - Current
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Directed and supervised team of thirty.
Office Manager
Laser Construction
Greenville, NC
05.2018 - 11.2020
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed office operations while scheduling appointments for department managers.
Assistant Manager
Acceptance Now
Chesapeake, Virginia
05.2017 - 05.2018
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Customer Service Manager
QVC
Chesapeake, Virginia
05.2016 - 05.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Inside Sales Representative
GEICO
Virginia Beach, Virginia
05.2014 - 05.2016
- Answered customers' questions regarding products, prices and availability.
- Managed friendly and professional customer interactions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Determined needs, delivered solutions and overcame objections through consultative selling skills.
- Created and updated customer accounts with relevant information.
Assistant Manager
Victoria Secret
Chesapeake, Virginia
05.2011 - 05.2014
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Education
Bachelor of Science - Human Services
Old Dominion University
Norfolk, VA05.2023
Associate of Science -
Tidewater Community College
Norfolk, VA05.2017
Skills
- Production monitoring
- Performance improvement
- Equipment Maintenance
- Quality control
- Training and Development
- Schedule optimization
- Coaching and mentoring
- Key Performance Indicators
- Verbal and written communication
- Policy Renewals
- Policyholder Communication
Timeline
Welcome Specialist Team Lead
Conduent
11.2020 - Current
Office Manager
Laser Construction
05.2018 - 11.2020
Assistant Manager
Acceptance Now
05.2017 - 05.2018
Customer Service Manager
QVC
05.2016 - 05.2018
Inside Sales Representative
GEICO
05.2014 - 05.2016
Assistant Manager
Victoria Secret
05.2011 - 05.2014
Bachelor of Science - Human Services
Old Dominion University
Associate of Science -
Tidewater Community College