Shy-kela Holden
Minneola, FL
Summary
With a proven track record at ContinuumGlobal, I excel in customer service and critical thinking, significantly enhancing customer loyalty and team performance. Expert in resolving high-stress situations and improving satisfaction, my leadership in customer relations and data entry skills have driven repeat business and streamlined operations.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
ContinuumGlobal
04.2023 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Manager
Acme Technical Services
04.2020 - 03.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Global Contact Services
08.2016 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Sales Manager
T-Mobile
03.2012 - 08.2016
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
Education
GED -
Job Corps
Atlanta, GA02-2008
Trade - Business And Finance
Job Corps
Atlanta, GA02-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
Timeline
Customer Service Representative
ContinuumGlobal
04.2023 - 12.2024
Customer Service Manager
Acme Technical Services
04.2020 - 03.2023
Customer Service Representative
Global Contact Services
08.2016 - 04.2020
Sales Manager
T-Mobile
03.2012 - 08.2016
GED -
Job Corps
Trade - Business And Finance
Job Corps
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