Customer Service Shift Leader

LANISHA KING

************@*****.*** 912-***-**** Douglas, GA 31533

Summary

Industrious Shift Leader fully invested in building strong, motivated team to consistently deliver high-quality results against challenging targets. Documented success in supporting continuous improvement efforts and recommending measures to improve productivity. Strong technical and people management abilities.

Skills

Product and service knowledge

Sales monitoring

Task Delegation

Recruiting and interviewing

Employee Performance Evaluations

Employee Scheduling

Operations Management

Cost Reduction

Orientating and training

Policy Enforcement

Customer Relations

Appointment Scheduling

Report Generation

Data Collection

Inbound and Outbound Calling

Product Knowledge

Account updating

Complaint resolution

Scheduling

Information Security

Consultative Sales

Call Management

Paperwork Processing

Data Entry

Professional telephone demeanor

Client Relations

Shipping and receiving understanding

Office equipment proficiency

Product Sales

Credit card payment processing

Microsoft Outlook

Stock management

Medical terminology knowledge

10-Key

Building rapport

Service Upselling

Schedule mastery

Staff Training

Order Fulfillment

CRM Software

Experience

ShiftMed

Shift Leader

02/2022 - 04/2024

Provided exceptional customer service and maintained a positive attitude throughout the shift.

Ensured staff was properly trained on all aspects of their job duties, including safety protocols.

Resolved customer complaints promptly and professionally.

Maintained an organized work environment by delegating tasks to staff as needed.

Handled customer inquiries in a timely manner while providing accurate information regarding menu items and promotions.

Supervised and led employees to maintain productivity and customer service levels.

Coordinated shift workers for inventory receiving, auditing and restocking.

Shiftmed (Remote)

Customer Service Representative

02/2022 - 04/2023

Answered customer inquiries and provided accurate information regarding products and services.

Provided excellent customer service to resolve customer complaints in a timely manner.

Tracked orders from start to finish to ensure timely delivery of goods or services.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Enhanced Resource Center

Recovery Agent

06/2021 - 01/2022

Managed daily operations of the recovery team, including monitoring progress and providing guidance to staff.

Developed strategies for locating and recovering defaulted loans in a timely manner.

Conducted skip tracing activities to locate debtors who had moved or changed contact information.

Negotiated payment arrangements with debtors in accordance with company policies and procedures.

Monitored accounts receivable aging reports on a regular basis to identify delinquent accounts.

Maintained accurate records of all collections activity and updated customer files accordingly.

Provided customer service support by responding promptly to inquiries from clients regarding their accounts.

PCC Airfoils LLC

Wax Room Operator/Production Assembler

03/2019 - 03/2020

Performed routine maintenance on equipment to ensure optimal performance.

Monitored and adjusted machine operations as needed for quality assurance.

Maintained cleanliness of work area and equipment in accordance with safety regulations.

Assisted in the setup of production lines according to customer specifications.

Verified accuracy of material measurements before loading into machines.

Enhanced Resource Center

Call Center Representative

07/2017 - 01/2019

Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.

Developed effective working relationships with team members across multiple departments.

Attended regular training sessions on updates and changes within the industry or organization.

Stayed current on relevant product and service offerings as well as competitor pricing models.

Participated in daily huddles with team members in order to discuss common goals and objectives.

Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Mcdonalds

Shift Manager

06/2016 - 04/2017

Developed and maintained positive working relationships with staff, customers, and vendors.

Monitored store operations to ensure compliance with company policies and procedures.

Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.

Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.

Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.

Wendys Restaurant

Assistant Manager

01/2008 - 05/2016

Assisted in the development of operational strategies to ensure efficient and productive operations.

Coordinated with other departments to ensure smooth flow of operations.

Ensured compliance with safety regulations and company policies.

Monitored employee attendance records, timekeeping, and payroll information.

Managed customer service inquiries and complaints in a timely manner.

Maintained up-to-date knowledge of company products and services.

Organized training sessions for new hires to familiarize them with the workplace environment.

Education and Training

Coffee High School

High School Diploma

References

References available upon request.

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