Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shoshanah Hillman

Atlanta,GA

Summary

Experienced in managing customer interactions, resolving issues, and ensuring utmost customer satisfaction. Strong communication and problem-solving skills. Proven track record of maintaining high service standards and fostering positive customer relationships.

Overview

22
22
years of professional experience

Work History

Customer Care Specialist II

Iron Mountain
01.2021 - Current
  • Ensure customer requirements are resolved in accordance with service level agreements and performance metrics
  • Interacts with necessary departments for the purpose of resolving customer concerns and needs
  • Review issues and/or needs, identify trends, make decisions and recommendations on how to resolve issues
  • Verified accuracy of customer account information and updated when necessary.
  • Took ownership of customers issues to follow problems through to resolution.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.

Service Experience Representative/ Administrator for Tailors Department/ HR Specialist

Nordstrom
01.2017 - 01.2022
  • Managed customer transactions, inquiries, complaints, and resolved issues
  • Provided administrative support to the Alterations and Tailor Shop
  • Handled compensation, employee benefits, training, and employee relations
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Utilized extensive product knowledge to recommend suitable solutions and upsell additional services when appropriate.

Assistant Store Manager

Le Creuset
01.2017 - 01.2018
  • Provided product support and managed customer transactions, inquiries, and complaints
  • Trained employees and found innovative ways to generate sales
  • Managed day to day operations and activities
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.

Retail Store Manager

Brookstone
01.2005 - 01.2008
  • Developed management talent and created strong, top producing sales team
  • Directed the day-to-day operations of the store
  • Prepared annual budget; scheduled expenditures; analyzed variances; initiated corrective actions

Retail Store Manager

Lindt Chocolate
01.2003 - 01.2005
  • Decreased shrink by 3%, removed store from target program, and increased sales figures by 30% annually
  • Developed the “Be Excellent” sales training program

Education

Bachelor of Arts - Psychology

Morris Brown College
Atlanta, Georgia
08.2026

High School - undefined

Providence High School
Charlotte, North Carolina
05.1994

Skills

  • Project Management, Customer Service, Sales Management
  • Digital Skills: Microsoft Word, Excel, Outlook, Teams, Powerpoint, G Suite, WorkDay, Canva
  • Customer relations
  • Problem resolution
  • Customer relationship management
  • Conflict mediation
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Issue escalation
  • Understanding customer needs
  • Issue and complaint resolution
  • Account management
  • Cross-functional collaboration
  • Complaint resolution

Timeline

Customer Care Specialist II

Iron Mountain
01.2021 - Current

Service Experience Representative/ Administrator for Tailors Department/ HR Specialist

Nordstrom
01.2017 - 01.2022

Assistant Store Manager

Le Creuset
01.2017 - 01.2018

Retail Store Manager

Brookstone
01.2005 - 01.2008

Retail Store Manager

Lindt Chocolate
01.2003 - 01.2005

High School - undefined

Providence High School

Bachelor of Arts - Psychology

Morris Brown College

Similar Profiles

CREATE PROFILE
Shoshanah Hillman