Summary
Overview
Work History
Education
Skills
Timeline
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Taniah Shoaf

North Charleston,SC

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

7
7
years of professional experience

Work History

Inbound Call Center Representative

Spectrum
Columbia, SC
05.2022 - Current
  • Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
  • Assessed customer needs and provided solutions to resolve their issues in a timely manner.
  • Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services.
  • Provided accurate information about products or services to customers.
  • Adhered to all company policies and procedures when dealing with customers.
  • Listened attentively to customer concerns and provided appropriate solutions within the time limits.
  • Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.

Lead Customer Service Representative

CVS Pharmacy
North Charleston, SC
01.2021 - 05.2022
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided guidance and support to customer service representatives.
  • Assisted in resolving escalated customer complaints.
  • Maintained up-to-date knowledge of company products and services.
  • Handled inquiries from customers regarding product information or services offered.
  • Developed strategies to improve the overall quality of customer experience.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.

Customer Service Representative

Circle K
Columbia, SC
03.2019 - 04.2021
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Educated customers on special pricing opportunities and company offerings.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Developed strong customer relationships to encourage repeat business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Staff Member

IHOP
Columbia, SC
03.2017 - 03.2019
  • Provided excellent customer service to guests, ensuring they had an enjoyable experience.
  • Processed payments accurately using cash registers or point-of-sale systems.
  • Managed multiple tasks simultaneously while remaining organized under pressure.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Education

High School Diploma -

Summerville High School
Summerville, SC
03-2020

Associate of Science -

Midlands Technical College
West Columbia, SC

Skills

  • Order Management
  • Documentation and Reporting
  • Call Center Operations
  • Product Knowledge
  • Performance Metrics
  • Customer Relationship Management
  • Customer Service
  • Complaint Resolution
  • Product Upselling
  • Call Control
  • Call Center Customer Service
  • Account Management

Timeline

Inbound Call Center Representative

Spectrum
05.2022 - Current

Lead Customer Service Representative

CVS Pharmacy
01.2021 - 05.2022

Customer Service Representative

Circle K
03.2019 - 04.2021

Staff Member

IHOP
03.2017 - 03.2019

High School Diploma -

Summerville High School

Associate of Science -

Midlands Technical College

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Taniah Shoaf