Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shyra WILLIAMS

Hesperia,CA

Summary

A Personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success making myself an asset in whichever role and/ or department assigned.

Overview

13
13
years of professional experience

Work History

Online Personal Shopper

Walmart
05.2021 - Current


  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
  • Set up new sales displays
  • Lifted up 50 pounds at once and used forklift to move heavier loads.
  • Ensuring that orders are accurately selected, scanned, and packed.
  • Assisting with order collection, packaging, loading, and payment, where required.
  • Keeping track of product offerings and availability.
  • Collaborating with store departments to ensure efficient service delivery.

(Remote)- Customer Service Supervisor

Walmart
02.2019 - 05.2021


  • Cross trained in multiple departments to know all company needs and train new employees.
  • Analyzed and updated all necessary changes to Salesforce software.
  • Processed customer service requests via phone support and email support
  • Customized CRM using the most up-to-date tools (i.e., workflows, triggers).
  • Noted customer correspondence in CRM to track requests, problems and solutions.
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
  • Audited internal data and processes to identify and manage initiatives, improving business performance.
  • Recommended metrics and models based on observed trends.
  • Worked with internal teams to understand business needs and changing strategies.

Team Lead/Customer Service Supervisor

Walmart
03.2015 - 02.2018


  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Gathered financial and personal information from the public over the phone or in-person.
  • Engaging with customers and ensuring any special instructions are followed.
  • Cross-sell products and introduce new ones
  • Resolve customer complaints, guide them and provide relevant information
  • Handle merchandise returns and exchanges
  • Set strategic long and short-term departmental goals and evaluate outcomes
  • Motivate and inspire staff while facilitating personal growth
  • Ensure high levels of productivity are maintained
  • Guarantee the highest levels of quality are met
  • Communicate job expectations to staff
  • Conduct training and seminars for continued skills improvement
  • Foster a productive working environment
  • Establish adherence to company and industry regulations
  • Computer Usage

Data Entry/Account Administrative Representative

Fisher Jones Tax
02.2013 - 03.2015


  • Performed administrative tasks and assisted in executing business solutions.
  • Successfully entered data into company database and validated the accuracy of valuable company information.
  • Used and analyzed data from automated information aggregators to update the database.
  • Generalized data reports, enter company findings into the database and perform backups.
  • Supported data entry across departments as requested, switching promptly to new projects.
  • Completed and filed returns with tax departments at local, state and federal levels.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Prepared tax returns, extensions, tax planning calculations and write-ups for organizations and entities.
  • Interviewed clients to collect information and gather necessary paperwork prior to preparing tax returns.
  • Provided information about available products and services to clients, resulting in increased business opportunities.
  • Organize office and assist associates in ways that optimize procedures
  • Sort and distribute communications in a timely manner
  • Create and update records ensuring accuracy and validity of information
  • Schedule and plan meetings and appointments
  • Resolve office-related malfunctions and respond to requests or issues
  • Coordinate with other departments to ensure compliance with established policies
  • Perform receptionist duties when needed Gathered financial and personal information from the public over the phone or in-person.
  • Collecting and organizing confidential information about clients’ income, expenses, and allowances.
  • Reviewing previous tax returns and financial documentation to find missing or insufficient information.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Compiled data and reviewed information for accuracy prior to input.

Customer Service Representative

IHSS
01.2012 - 02.2013


  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
  • Guided customers through troubleshooting, navigating the company website/mobile app or using the products or services using digital tools.
  • Assisted customers by providing confirmations, answering questions and offering general information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.

Office Assistant I

County Of San Bernardino TAD Office
09.2010 - 10.2011


  • Completed clerical tasks such as filing, copying and distributing mail.
  • Interacted with customers by phone, email or in-person to provide information.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Delivered clerical support by handling range of routine and special requirements.
  • Greeted and assisted an average of 90- customers a day.
  • Answered questions, confirmed customers appointments and informed customers of average wait time.
  • Answered multi-lined telephones, transfered and routed calls to appropriate parties, took accurate messages, distributed incoming mail, processed outgoing mail and prepared documents.
  • Assisted customers in the resource room with resume's, online job applications, online unemployment applications, photocopies, faxes, and other duties as assignd by the job placement specialist.
  • Taught resume workshops, job application tips, and other employability skills.
  • Researched the internet and various company websites and search engines to post current job leads.
  • Logged on and shut down computers daily and closed resource room for the evening.
  • Arranged and organize job leads and referrals and maintained a daily log of visitors.
  • Organized and maintained files and analyze data to create reports.
  • Proctored and Administered the Vocational Aptitude Assesment.
  • Maintained and updated filing and inventory.
  • Operated computers, fax, xerox, and other office equipment, as well as assisted customers with the Statewide Fingerprint Imaging System.
  • Verified accuracy of business records by consistently updating customer information.
  • Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
  • Maintained staff directory and company policy handbook for human resources department.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Managed multiple projects simultaneously using organizational and analytical skills.

Education

High School Diploma -

Goodwill High School
Victorville, CA
06.2006

Skills

  • Efficient and Detail-Oriented
  • Technical Support
  • Medical Insurance Rep
  • Supervisory Experience
  • Sales
  • Email Support
  • Salesforce
  • Zendesk
  • Creative Problem Solving
  • Accounting Software's
  • Policy Enforcement
  • Customer Understanding and Assistance
  • Data Entry
  • Microsoft Office
  • Call Documentation
  • Order and Refund Processing
  • CRM Software
  • Billing
  • Livechat Support

Timeline

Online Personal Shopper

Walmart
05.2021 - Current

(Remote)- Customer Service Supervisor

Walmart
02.2019 - 05.2021

Team Lead/Customer Service Supervisor

Walmart
03.2015 - 02.2018

Data Entry/Account Administrative Representative

Fisher Jones Tax
02.2013 - 03.2015

Customer Service Representative

IHSS
01.2012 - 02.2013

Office Assistant I

County Of San Bernardino TAD Office
09.2010 - 10.2011

High School Diploma -

Goodwill High School

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Shyra WILLIAMS