Pisces Sheppard-Willis

*** ********* *****

Home: 225-***-****

E-mail: acweju@r.postjobfree.com

Masters of Communication Arts / Public Relations & Advertising

Ellis College of New York Information Technology / New York, New York

Bachelor of Arts / English

Louisiana Tech University / Ruston, Louisiana

EXPERIENCE

DIRECTV

CUSTOMER SERVICE REPRSENTATIVE

(January 2014 - April 2016)

Dynamic customer service professional experienced in both call-center and retail store settings.

Excels in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.

Build and maintain enduring customer relationships to boost sales and generate repeat business.

Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.

Listen attentively to caller needs to ensure a positive customer experience.

Access electronic and paper cataloging systems to look up product information and availability.

Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.

Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.

Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion.

Memorized the company’s product offerings; contributed to a 12% sales increase for the quarter by communicating product benefits and providing excellent service.

Recommended solutions within customer budgets and proactively followed up with all leads.

WAL-MART SUPER CENTER

DELI ASSOCIATE

(April 2011 - January 2014)

Experienced guest service and communication skills

Cash register and computer proficiency

Supply management

Knowledge of food preparation standards

Slicer fryer oven microwave and scale knowledge

Selling techniques

Responsive work style

Problem solving

Knowledge of food safety requirements

Greeted customers filled orders sliced and measured meats and cheeses rang up sales and wrapped and bagged items.

Maintained cleanliness and organization of deli counter in accordance with food handling standards and store requirements

Increased deli sales 16 percent by using suggestive selling techniques

Made eight daily deli sales announcements over store PA system

SPORTS INFORMATION OFFICE ASSOCIATE

ALABAMA A&M UNIVERSITY

(July 2010 - May 2011)

•Assisted in the coordination of on and off-campus athletic events (games, invitationals, tournaments, etc.)

•Able to evaluate complex situations and find solutions for them

•Maintained all social media channels for the athletic department.

•Compiled statistical information and converted to appropriate format for web and other information sources.

•Maintained coaching biographies and records while archiving season & cumulative stats.

•Maintained and helped develop the athletic department web page. This meant adding current scores, providing information about players and games and promotion of upcoming contests.

•Maintained relevant and appropriate information on athletic department and staff. Ongoing evaluation as to the effectiveness of information and content communicated.

•Worked on three different websites during my tenure at Alabama A&M

WAL-MART SUPER CENTER

CASHIER

(November 2008 - July 2010)

•Basic knowledge on accounting principles

•Highly reliable problem solving and reasoning skills

•Commendable mathematical and computational abilities

•Ability to work effectively for long hours

•Ability to work under pressure

•A good eye for details; great retention skills

•Ability to multitask, a great team player

•Diligent and committed to work

•A keen observer

•Great interpersonal and communication skills

•A friendly and cheerful attitude

•Highly dedicated to the job and goal-oriented

•Proficiency in Microsoft Office programs such as Word and Excel

•Good organizational skills

•Admirable resourcefulness; and has positive outlook in life

•Well-organized, with good time management skills

•Operate cash register in the checkout counter, handles customers’ payments, and issue receipts

•Verify identities of customers who pay through credit cards

•Confirm age of customer purchasing alcohol

•Send cashier’s messages to the store manager or supervisors while the former is manning the counter

•Attend to customers’ queries and concerns

•Memorize the inventory and shelving

•Help customers find goods; assist in getting items from the shelves

•Responsible for packaging grocery items

•Check inventory and prices

•Inform customers about the store’s special promotional offers, sales, and discounts

•Run errands and do other tasks assigned by store managers

COMFORT SUITES

FRONT DESK ASSOCIATE

(March 2007 - September 2007)

Greeted and welcomed all hotel guests with a smile.

Accommodated guests' requests for upgrades and change of rooms.

Escorted guests to their assigned rooms, including transporting their luggage.

Reviewed account information and charges with guests during check-out.

Resolved service-related problems in a timely manner.

Verified that personal and payment information on guest accounts was accurate and complete.

Solicited feedback through questionnaires to evaluate levels of guest satisfaction.

Developed departmental objectives, work schedules, budgets and policies.

Updated team members about changes in hotel products, services, pricing and policies.

Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.

TACO BELL

SHIFT MANAGER

(September 2005 - February 2007)

•Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.

•Scheduled and directed staff in daily work assignments to maximize productivity.

•Efficiently resolved problems or concerns to the satisfaction of all involved parties.

•Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.

•Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines.

•Developed and maintained exceptional customer service standards.

•Ensured proper cleanliness was maintained in all areas of the bar and front of house.

•Optimized profits by controlling food, beverage and labor costs on a daily basis.

•Performed restaurant walk-throughs to gauge timeliness and excellent service quality.

•Assisted customers by fulfilling their orders according to their requests.

CHURCH’S CHICKEN

SHIFT MANAGER

(August 2004 - May 2005)

•Monitored inventory personally.

•Efficiently resolved problems or concerns to the satisfaction of all involved parties.

•Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.

•Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.

•Ensured proper cleanliness was maintained in all areas of the bar and front of house.

•Looked after the operational, and managerial duties, and functions

•Supervised the work of other staff members, and organized the stocks, and other important equipment

•Assisted the expert team members, and managers to recruit new employees for enhancing the local fast food business

•Looked after the company policies, and procedures, and ensured high standards of customer service

•Supervised the cooking zone, maintained the hygiene of the restaurant for health and safety regulations

•Selected requested food items from serving and storage areas and assembled items on serving tray or in takeout bag.

•Learned how to solve and resolve customer problems from a trained manager.

•Maintained an orderly eating serving area.

•Served cold drinks, using drink-dispensing machine, and using milkshake or frozen custard machine.

•Made and served hot beverages, using automatic water heater and coffeemaker.

•Handled inventory and monetary paperwork. Assigned employees tasks for the work shift.

•Took on team member duties also.

•Handled cash register operation via front counter and/or drive-thru.

SKILLS

•Records Management

•Speed Reading

•Letters/Memos/Reports

•Inventory Management

•Research Development

•Scheduling

•Calendaring

•Experience with software : Microsoft Word 97/XP/2010, Microsoft Excel 97/XP/2010, Microsoft PowerPoint 97/XP/2010, Microsoft Outlook 97/XP, Adobe Photoshop CS4, Adobe Dreamweaver CS4, Adobe Flash CS4, Adobe InDesign CS4, Windows 98/XP/Vista/ Windows 7

REFERENCES AVAILABLE UPON REQUEST

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