Hi, I’m
Shontavia McDonald
Fayetteville,NC
Summary
Dynamic customer service professional with a proven track record at Amazon, excelling in conflict resolution and active listening. Recognized for enhancing customer satisfaction and loyalty through personalized service and effective problem-solving. Proficient in CRM software and committed to achieving sales goals while fostering strong client relationships.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Dynamic customer service professional with a proven track record at Amazon, excelling in conflict resolution and active listening. Recognized for enhancing customer satisfaction and loyalty through personalized service and effective problem-solving. Proficient in CRM software and committed to achieving sales goals while fostering strong client relationships.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
2026
years of professional experience
Work History
Amazon
Customer Service
08.2024 - Current
Job overview
- Provided exceptional customer service by addressing concerns promptly and effectively.
- Documented customer service policies, scripts and procedures in Language.
- Achieved individual sales goals and customer service goals.
- Delivered exceptional customer service, addressing client inquiries and resolving issues promptly.
- Provided excellent customer service, addressing patient concerns promptly and professionally.
- Provided excellent customer service by addressing inquiries promptly and knowledgeably.
- Increased repeat business with exceptional customer service and personalized attention.
- Contributed to positive online reviews by delivering exceptional customer service.
- Improved customer retention rates by implementing targeted customer service initiatives.
- Streamlined order processing for faster customer service and increased satisfaction.
DoorDash
Customer Support Specialist
03.2022 - 08.2024
Job overview
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Beauty Giant
Customer Service Representative
04.2021 - 09.2023
Job overview
- 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.
Canteen Vending
Food Service Assistant
09.2023 - 01.2024
Job overview
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Completed daily tasks such as dishwashing, trash removal, and restocking while adhering to established safety protocols.
- Enhanced customer satisfaction by providing friendly and efficient service during meal times.
- Ensured compliance with health regulations through frequent cleaning and sanitation practices within the food preparation area.
- Contributed to team success by proactively assisting coworkers during peak hours or covering shifts when needed.
- Assisted in maintaining a clean and sanitary dining environment for the comfort of patrons.
AAFES Exchange
Customer Service Representative
Job overview
- 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.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Fayetteville Technical Community CollegeFayetteville, NC
Associate Of Applied Science And Business from Cosmetology
05.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Appointment scheduling
- Order processing
- Microsoft Office Suite
- Microsoft PowerPoint
- De-escalation techniques
- Building rapport
- Technical support
- Live chat support
- Product sales
- Product and service solutions
- Assertiveness
- Order fulfillment
- Account updating
- Spreadsheets
- Reading comprehension
- Service upselling
- Office equipment proficiency
- Product promotion
- Quality assurance controls
- Shipping and logistics
- POS systems expert
- CRM software proficiency
Timeline
Customer Service
Amazon
08.2024 - Current
Food Service Assistant
Canteen Vending
09.2023 - 01.2024
Customer Support Specialist
DoorDash
03.2022 - 08.2024
Customer Service Representative
Beauty Giant
04.2021 - 09.2023
Customer Service Representative
AAFES Exchange
Fayetteville Technical Community College
Associate Of Applied Science And Business from Cosmetology
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