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SHANAYA

JOHNSON

ad1e77@r.postjobfree.com

m

+1-229-***-****

Tifton, GA 31794

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

PROFESSIONAL SUMMARY

SKILLS

• Cold Calling

• Sales

• Customer Service

• Live Chat

• Upselling

• Computer Operation

• Order Entry

• Cash Handling

• Phone Etiquette

• Cleaning Experience

• Computer Skills

• Microsoft Excel

• Data Entry

• Retail Sales

• Merchandising

• Microsoft Office

• Typing

• Food Preparation

• Research

• Administrative Experience

• Communication Skills

• English

• Negotiation

• Technical Support

• Account Management

• Salesforce

• Front Desk

• Pricing

• Troubleshooting

• CRM Software

• Inside Sales

• Sales Management

• Help Desk

• Proofreading and Editing

• Statement Clarification

• Attention to Detail

• Root Cause Analysis

• Issue Identification

• Documentation and Reporting

• Bookkeeping

• Data Processing

Monroe Comprehensive High

School

Albany, GA • 05/2021

Business Administration And

Management

EDUCATION

CERTIFICATIONS

• Food Handler Certification

• Active Listening

• Retail Sales Customer Service

• Senior Leadership Support

• Freight Operations

• Customer Relations

• Warehousing Functions

• Data Evaluation

• Product Organization

• Process Transactions

• System Implementation

• Issue and Complaint Resolution

• Quality Control

• Receiving Support

Hamilton Relay - Captioning Assistant

Albany, GA

Teleperformance USA - Customer Service Representative Taco Bell - Team Trainer

WORK HISTORY

Help the deaf or hard of hearing relay conversations over the phone via captions

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• Planned, placed and synchronized all captions with dialogues Edited and reviewed captioned reports for clarity, grammar and spelling

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Provided excellent customer service by dictating and captioning variety of conversational topics verbatim

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Assisted AT&T customers with logins, billing inquiries, selling, trading, returning, and new purchases of devices! Troubleshooting devices & transfers

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• Isolated mistakes or inconsistencies to correct incorrect information. Provided excellent customer service by dictating and captioning variety of conversational topics verbatim.

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Reviewed and edited drafts prepared by speech recognition software to verify correct, complete and consistent transcription.

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Edited and reviewed captioned reports for clarity, grammar and spelling.

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Took verbatim notes of testimony in administrative proceedings using stenotype or voice writing.

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Handled customer inquiries and suggestions courteously and professionally.

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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

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• Answered constant flow of customer calls with minimal wait times. Answered customer telephone calls promptly to avoid on-hold wait times.

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• Updated account information to maintain customer records. Clarified customer issues and determined root cause of problems to resolve product or service complaints.

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Increased efficiency and performance by monitoring team member productivity and providing feedback

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Offered advice and assistance to customers, paying attention to special needs or wants

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Analyzed customer service trends to discover areas of opportunity and provide feedback to management

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• Investigated and resolved customer inquiries and complaints quickly Developed customer service policies and procedures to meet and exceed industry service standards

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Optimized customer support by establishing collaborative service environments through targeted operational initiatives

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Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly

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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

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• Developed and updated databases to handle customer data Participated in team meetings and training sessions to stay informed about product updates and changes

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Calculated correct order totals, updated accounts, and maintained detailed records for inventory management

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• Provided coaching and mentoring to employees

Worked with vendors to customize courseware to accommodate business needs

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Evaluated value of training programs to determine achievement of desired outcomes, applying necessary modifications

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Set positive example for team members by providing high-quality, efficient service

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Greeted customers with smile and provided friendly service to professionally handle every need.

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