Shoshanah Bailey
Bradenton,FL
Summary
Dedicated and experienced customer support professional with over seven years of expertise in managing customer interactions, troubleshooting technical issues, and leading teams in fast-paced environments. Dependable representative recognized for strong problem-solving skills, mentoring abilities, and consistently delivering exceptional service. Proven success in handling escalations, collaborating with cross-functional teams, and contributing to process improvements. Awarded multiple times for performance excellence, demonstrating a commitment to quality and customer satisfaction. Results-oriented individual with a passion for continuous learning and innovation.
Overview
10
10
years of professional experience
Work History
Offline Customer Support
Charter Communications, Spectrum
Bradenton, FL
03.2022 - Current
- Handle customer support tasks, resolving incoming inquiries and issues through company systems and tools.
- Mentor and assist new hires, serving as an SME and providing ongoing guidance.
- Contribute to special projects and team initiatives, supporting improved customer service processes.
- Answer and resolve queries in team chats to ensure operational efficiency.
- Promoted twice: to OCS Level 2 in February 2023 and OCS Level 3 in July 2023.
- Recognized for excellence with 3 Silver Awards and 3 Bronze Awards.
- Maintained an up-to-date knowledge of company products and services.
- Participated in weekly team meetings to discuss progress, challenges and strategies for improvement.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Provided timely responses to customer emails and phone calls.
Overnight Manager
All American Monitoring
Sarasota, FL
05.2017 - 06.2020
- Monitored security systems for multiple alarm companies, ensuring proper functioning of equipment.
- Managed a team of up to 10 operators, handling supervisor calls, and overseeing emergency response dispatch.
- Provided troubleshooting support for alarm panel systems, ensuring timely resolution of issues.
- Supported higher leadership with critical decisions in emergency situations, maintaining operational flow.
- Managed and supervised the night shift staff, ensuring they were following company policies and procedures.
- Provided training and coaching to employees on safety protocols, customer service standards, and operational processes.
- Performed regular maintenance checks on equipment to ensure safe operation during overnight hours.
- Resolved conflicts between coworkers in a timely manner while maintaining a professional attitude.
- Developed strategies for improving team productivity and efficiency through effective communication techniques.
- Responded quickly to emergency situations such as power outages or equipment malfunctions.
- Managed communication within organization and to outside clients and partners and thoroughly documented and reported overnight activities to management.
- Hired team members and trained in collaborative team environment.
- Promoted teamwork and quality service through communication and coordination with other departments.
Department Manager
Walmart
Wimauma, FL
03.2015 - 05.2017
- Managed inventory, stocking, and pricing for multiple aisles, ensuring product availability and accuracy.
- Collaborated with vendors to set up seasonal and standard displays, optimizing store layout and customer engagement.
- Led customer service initiatives, addressing inquiries and resolving issues effectively.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Ensured compliance with all safety regulations in the workplace.
- Maintained up-to-date records of inventory levels for efficient ordering and stocking purposes.
- Handled shift overstock, restocking and inventory control.
- Worked closely with sales associates to complete tasks.
- Utilized technology and software for inventory management and sales reporting.
- Coordinated with suppliers and vendors to negotiate contracts and secure favorable terms.
Education
Some College (No Degree) -
State College of Florida, Manatee-Sarasota
Bradenton, FLSkills
- Customer Service and Support
- Mentorship and Training
- Team Collaboration
- Problem solving
- Leadership and management
- Technical Proficiency
- Multi-tasking
- Effective Communication
- Time management
- Analytical Thinking
- Professionalism
- Reporting and analysis
- Customer Relations
Timeline
Offline Customer Support
Charter Communications, Spectrum
03.2022 - Current
Overnight Manager
All American Monitoring
05.2017 - 06.2020
Department Manager
Walmart
03.2015 - 05.2017
Some College (No Degree) -
State College of Florida, Manatee-Sarasota
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