Shyann Dawson

Communication Skills

Clear and concise speaking

Active listening

Empathy and understanding

Positive language

Problem-Solving

Identifying the issue quickly

Offering effective solutions

Thinking creatively to meet customer needs

Patience

Staying calm with frustrated customers

Giving people time to explain their problems

Product Knowledge

Deep understanding of what you’re supporting

Ability to explain complex concepts in simple terms

Emotional Intelligence

Recognizing emotional cues

Responding with empathy and tact

Adaptability

Handling unexpected situations or difficult customers

Adjusting to changes in process or policy

Time Management

Balancing multiple tasks or customers efficiently

Prioritizing issues based on urgency

Persuasion Skills

Guiding customers toward a decision

Upselling or offering alternatives respectfully

Attention to Detail

Catching small issues before they escalate

Providing accurate information

Teamwork

Collaborating with coworkers for solutions

Sharing feedback to improve customer experience

Conflict Management

De-escalating tense situations and, if needed, detaining individuals until law enforcement arrives

Processing payments – Handling cash, credit card transactions, and issuing receipts