SHONTERRIA SAYLOR
ALBANY
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
6
6
years of professional experience
Work History
Custodian
Diversified
08.2025 - Current
- Maintained cleanliness across facilities, ensuring a safe and welcoming environment that enhanced visitor satisfaction and employee morale.
- Streamlined cleaning processes, leading to noticeable improvements in efficiency and reduced downtime for facility operations.
- Conducted regular inspections to identify maintenance needs, proactively addressing issues to prevent costly repairs and enhance facility longevity.
Call Center Representative
Department of Family and Children Services
01.2024 - 05.2025
- Resolved customer inquiries with accuracy, ensuring high satisfaction levels.
- Documented call details in CRM system for effective case management.
- Trained new team members on call protocols and best practices.
- Implemented process improvements to enhance operational efficiency.
Assistant Manager
Dollar General
01.2023 - 07.2024
- Cultivated a positive team environment through effective communication, enhancing team morale and collaboration on key projects.
- Coordinated daily store operations, ensuring optimal inventory levels and improving customer satisfaction through efficient service.
- Implemented promotional strategies that increased sales foot traffic, resulting in noticeable gains in revenue during peak periods.
Call Center Representative
Teleperformance
03.2022 - 03.2023
- Analyzed customer feedback to identify trends and recommend solutions.
- Collaborated with cross-functional teams to address complex issues promptly.
- Monitored call metrics and provided performance feedback to peers.
- Led initiatives to streamline workflows, reducing average handling time significantly.
Package Handler
Fed Ex
02.2022 - 01.2023
- Streamlined package sorting processes, enhancing efficiency and significantly reducing delivery times for customer satisfaction.
- Maintained accurate inventory logs, ensuring precise tracking of packages and minimizing errors in shipment.
- Monitored package flow and identified bottlenecks, implementing solutions that resulted in measurable improvements in operational workflow.
Assistant Manager
Dougherty Loan and Tax
02.2020 - 02.2022
- Assisted in managing daily operations, leading to improved workflow efficiency and enhanced customer service experiences.
- Streamlined tax preparation processes, significantly reducing turnaround time and increasing client satisfaction ratings.
- Provided training and mentorship to new team members, fostering a collaborative environment and enhancing overall team performance.
Education
Associate's -
Southern New Hampshire University
Manchester11.2025
Skills
- Time Management, Customer Service, Team Collaboration, Inventory Management, Safety Protocols
LANGUAGES
English (Highly proficient).
Timeline
Custodian
Diversified
08.2025 - Current
Call Center Representative
Department of Family and Children Services
01.2024 - 05.2025
Assistant Manager
Dollar General
01.2023 - 07.2024
Call Center Representative
Teleperformance
03.2022 - 03.2023
Package Handler
Fed Ex
02.2022 - 01.2023
Assistant Manager
Dougherty Loan and Tax
02.2020 - 02.2022
Associate's -
Southern New Hampshire University