SHAMMEE COOK

adt9h8@r.postjobfree.com 202-***-**** Washington, DC 20001

Summary

CUSTOMER SERVICE Representative- Results driven, customer service representative. College graduate with a Master of Educator in Cosmetology (3.9 GPA), with 10+ years of salon manager, teaching and retail distributor experience. Other skills include:interpersonal skills, organization, multi-line call center responsibilities, bank teller, and life skills coach. Acknowledged for taking initiative, achieving learner results. Able to work independently. Have the ability and experience to complete tasks. Seeking out opportunities to grow the company business. Skills

● Customer support

● Microsoft Office, Outlook, word, doc.,

● Cash Handling and new accounts.

● Supervision and Leadership

● Active listening

● Cross selling

● Communication Skills

● Detail oriented

● Company compliance

● Relationship Management

Work Experience

Dudley's Beauty College Washington, DC

Teacher

08/2018 - Current

Cosmetology training along with daily responsibilities includes: Maintain classroom control and facilitate learning, create lesson plans for subject matter, grade test and quizzes. Theory lectures and demonstrate modules for learners hands on mannequin practicals. Positive interactive, developing emotional intelligences that support professional work. Scheduled quarterly student evaluation, to encourage, record and monitor the progress of each individual learner. Through affective coaching and demonstration, learners attendance grew from 58% to 72%, above the required policy. Learner test scores were raised from 77% to 90% grade Maintain accurate student file and grade. Assisted learners with guest consultations and desired hairstyles decisions. Training also include Pre-salon training and retail sell. Enforced education environment, rules and policies. Developed strong Instructor-Learner relationships, by actively engaging and developing un-activated skills, in each learner. Assisted the education team with special projects and as needed. Challenged learners by exposing individual skills and creative minds, by use of technology and social media videos and current trends, for inspiration.

● Prepared and presented lesson plans in academic subjects using traditional and modern teaching techniques.

● Demonstrated techniques for all cosmetology services care on both mannequins and live people.

● Planned and conducted activities for balanced program of instruction, demonstration and work time, providing students with opportunities to observe, question and investigate.

● Built life-long learning skills and strong study habits in students to help each prepare for higher-level education.

● Documented and reported on student grades in compliance with school policies.

● Gave constructive feedback to students to improve learning and progress against course objectives.

● Conducted on-the-job training classes and demonstrated principles, techniques, procedures and methods of diverse subjects. Department of Unemployment

Washington, DC

Call Center Representative

03/2020 - 06/2022

● Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

● Handle 90+ customer inbound calls per day, giving clear, concise, and patient phone etiquette.

● Managed customer expectations by clarifying needs, identifying options and recommending products and services.

● Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.

● Customer-focused approach to resolving problems and ensuring managing customer expectations delivering supervisor levels of service.

● Documented customer correspondence in CRM to track requests, problems and solutions.

● Verified customer account information to identify issues and develop solutions.

● Informed customers about billing procedures, processed payments and provided payment option setup assistance.

● Documented customer inquiries and feedback and entered service delivery suggestions in company database.

● Corrected issues by giving agents targeted and highly constructive feedback.

● Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores.

● Promoted product offerings to drive growth and exceed benchmarks. A Perfect Gift Hair Salon & Spa

Washington, DC

Salon Owner/Operator

08/2011 - 05/2017

● Promoted business on social media platforms to maximize brand identity and generate revenue.

● Conducted friendly and polite consultations to ensure customer retention.

● Kept up-to-date business operations CDC guidelines for COVID-19, government agencies newsletter for small business, in order to maintain a quality workplace.

● Determined pricing for products or services based on costs and competition.

● Mentored and trained new hires on cross-selling methods and customer service procedures.

● Interviewed, recruited, trained and supervised employees.

● Delegated work to staff, setting priorities, scheduling quarterly team assessment meetings.

● Used effective issue resolution and communication skills to cultivate and strengthen lasting client relationships.

● Created a client retention plan and sustained strategic relationships with clients.

● Specialize in Trichology, Hair Sculpting, Formal Designs and Hair weave Installments. Other client retention and rebooking strategies include effective consultations and at home care, hair product prescriptions.

● Designed company website, and social media platform.

● Continue yearly Education to stay current with Trended hair designs, OSHA and State Board Law and Regulations.

● Created effective business plans to focus strategic decisions on long-term objectives.

● Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.

● Established favorable relationships colleagues for development of marketing and sales strategies.

● Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.

Bank Of America, N.A. Washington, DC

Bank Teller

11/2004 - 08/2011

● Cashed out customer checks to convert for cash. Verified identification and checked account balances in accordance with bank policy and ABA system. Performed complex platform banking functions.

● Reconciled cash and checks against computer records at end of shift.

● Responded and assisted customers with account inquiries and updates. Assisting bank customers inbound phone calls, to support with online password reset, and inquiries.

● Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.

● Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.

● Memorized customers for effective personalized interaction results.

● Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.

● Effective listening and communication sills.

● Trained to open new checking, savings accounts.

● Cross-sold bank products by answering inquiries, informing customers of new services and promotions.

● Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.

● Regularly sold customers bank products to improve account relationships and needs.

● Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.

Education and Training

Career Technical Institute Washington, DC

PC Generalist in Business Administration And Management 09/2020

● Completed 720 hours of professional development in BusinessCommunication, Administrative, Word, Outlook for Office, Excel, PC, DOCs.,

● Major in Administrative for Business

● Completed coursework in General Specialization

● 3.8 GPA

Dudley Beauty College Washington, DC

Master Educator in Cosmetology Education

03/2018

Enrolled into a Post-Secondary college, to earn 1200 clock hours, required to earn a Cosmetology Instructor degree and license. As an instructor student, I studied and demonstrated, organzed and planned daily modules for the class. Organized and planned weekly Lesson Plans for student Washington, DC instructions. Demonstrated modules on mannequins to serve as, live guest for hands on real salon experience. Monitored student 2018) progress using attendance records, along with quizzes and test taking. Applied tutoring and coaching meetings as needed for Relevant Coursework student support. Created high energy classroom activities to help maintain student focus and interest in modules.

● Completed Barber and Cosmetology Forum Cours

● 3.9 GPA

● Top Ranked: 100%

● Completed coursework in all cosmetology modules.

● Honor Roll 2016 - 2018

● Dean's List Honoree 2018:

Effective Classroom Teaching Methods

Assessing Progress and Advising Students

● Completed continuing education in Sanitation, Disinfectant, sterlization

● Completed continuing education in Trichology

● Completed continuing education in Hair Sculpting

● Completed professional development in Environment Management Accomplishments

● Market Research - Interviewed clients via market research surveys to identify product issues and customer needs.

● Led team to recruit and achieve 4 new hire, earning recognition from upper management and financial reward.

● Drove 67% improvement in 3 months profits through aggressive initiative and retail sell.

● Developed relationships with 15 new clients and typically exceeded sales goals by 42%.

● Promoted to Salon Manager due to making numbers and client rebooking and retention that achieved overall salon quarterly operation.

References

REFERENCES References available upon request

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