ShyNaajiah Martin
McComb,MS
Summary
Experienced in customer service with a strong understanding of cash handling policies and customer relations. Proven ability to deliver exceptional service while maintaining an organized and efficient work environment. Knowledgeable in conflict resolution and effective communication strategies. Ready to contribute skills to enhance team performance and achieve organizational goals.
Overview
4
4
years of professional experience
Work History
Customer Service Lead
SITEL Worldwide
Remote MS
10.2024 - 08.2025
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
Customer Service Representative
Alorica
Remote MS
10.2023 - 09.2024
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Cashier
Huey Magoos
McComb, MS
06.2021 - 10.2023
- Greeted customers professionally to enhance satisfaction and build rapport.
- Executed cashier duties, including processing payments and issuing change.
- Resolved issues with orders through effective problem-solving skills.
- Collaborated with crew members to ensure timely completion of tasks.
- Supervised daily front-of-house operations to ensure fast, friendly, and accurate service.
Trained and coached team members on customer service standards, upselling, and conflict resolution. - Resolved escalated customer concerns with professionalism, turning negative experiences into positive outcomes.
- Managed scheduling, shift coverage, and staff performance to maintain smooth operations.
- Monitored customer satisfaction and implemented improvements to enhance service quality.
Education
High School Diploma -
Mccomb High School
McComb, MS05.2023
Associate of Arts - Business Administration
Southwest Mississippi Community College
Summit, MSSkills
- Customer service
- Problem-solving
- Organizational skills
- Creative thinking
- Written communication
- Team collaboration
- Leadership abilities
- Effective communication
- Critical analysis
- Empathy
LANGUAGES
English Native
References
Available Upon Request
Timeline
Customer Service Lead
SITEL Worldwide
10.2024 - 08.2025
Customer Service Representative
Alorica
10.2023 - 09.2024
Customer Service Cashier
Huey Magoos
06.2021 - 10.2023
High School Diploma -
Mccomb High School
Associate of Arts - Business Administration
Southwest Mississippi Community College