Summary
Overview
Work History
Education
Skills
Skillsabilities
Certification
Timeline
Generic

Shuntelria Lucky

Houston,TX

Summary

Astute professional highly skilled in customer service and relationship building. Talented individual offering dynamic skills in data entry, telephone support and records oversight. Trustworthy individual with established customer service skills. Eager to learn and always willing to pitch in and help. Security-focused and diligent Guard skilled at protecting personnel and premises. Responds and acts appropriately to situational assessments, including criminal acts and fire and medical emergencies remaining alert, attentive and vigilant at all times. Anticipates trouble and takes steps to intervene and diffuse using keen eye for detail.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Call Center Representative

Randstad
08.2023 - 12.2023
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Processed debit and credit card and electronic check payments.

Barista

Starbucks
07.2022 - 07.2023
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Operated espresso machines and commercial coffee brewers to create beverages.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Controlled line and crowd with quick, efficient service.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.

Security Officer

Houston Methodist Hospital
11.2019 - 09.2020
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
  • Checked and verified photo identification prior to granting facility access.

Security Officer

Allied Universal
03.2017 - 05.2019


  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
  • Reported suspicious activities.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Checked and verified photo identification prior to granting facility access.

Cashier

Walmart
02.2014 - 11.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Built relationships with customers to encourage repeat business.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.

Education

WT Hall Center for Education
06.2013

Skills

  • Data Entry
  • Resolving issues
  • Answering questions
  • Communicating with clients
  • Training experience
  • Patrolling
  • Inbound phone calls
  • Customer Service
  • Call Center Customer Service
  • Cash Handling
  • Technical Support

Skillsabilities

  • Computer Savvy
  • Cash Handling
  • Customer Support
  • Trainer
  • Communication
  • Outbound Caller
  • Security
  • Food Prep
  • Cook

Certification

TABC and Food Handlers Certified

Security Guard Card

Timeline

Call Center Representative

Randstad
08.2023 - 12.2023

Barista

Starbucks
07.2022 - 07.2023

Security Officer

Houston Methodist Hospital
11.2019 - 09.2020

Security Officer

Allied Universal
03.2017 - 05.2019

Cashier

Walmart
02.2014 - 11.2015

WT Hall Center for Education

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Shuntelria Lucky