Customer Service Representative
Resume:
Shanelle D. Cousar
Suitland, Maryland 20746
*******@*******.***
cell - 240-***-****
Objectives
I am a career driven individual with a customer service background. I have a strong foundation for working with individuals from varies backgrounds and have the ability to multitask while abiding by policies and procedures. I maintain open lines of communications with my peers, subordinates, and superiors. I assist with training new employees and sometimes act as a leader on various assignments. I have extensive training in safety, work ethics, and Job Hazard Analysis.
Education
January 2018 to Present
Prince George Community College
August 1995 to May 1999 H/S Diploma
Orange County High School
May 1999 CNA Certificate
Orange County High School
Experience
Custodial Worker, 2006 to Present
Architect of the Capitol – House Office Buildings, Washington, D.C. 20515
Supervisor Latisha Williams – 202-***-****
Ensure cleanliness and maintenance of required work areas. I vacuum, sweep and scrub floors as necessary to maintain building cleanliness. Travel with the supervisor to different conference rooms to make sure they are clean and ready for use. Receive, analyze and act upon service requests for repair and maintenance at the U.S. Capitol.
I maintain buildings and facilities in a clean and orderly condition for effective use by the client, staff, and the public. I apply cleaning chemicals per recommended usage to various surfaces to ensure sanitary results, as well as maintain safe handling practices.
As the incumbent, I consistently meet deadlines to ensure rooms and special services are complete within allotted periods and coordinate the sequence of work. Investigate and resolve complaints from customers and ensure effective resolution and complete satisfaction of customers. I assist with ordering supplies and materials needed to accomplish tasks. Provide executive support to members of the congressional staff to ensure that the services provided are with minimum interference or disruption of daily operations. Participates in planned inspections of building areas, including offices, committee rooms, and public areas for cleanliness and proper maintenance.
I follow Occupational Safety and Health Administration rules applicable to the trade while providing extraordinary customer service.
While servicing as an administrative resource, I carry out a variety of custodial duties that involve handling, moving, and controlling heavy equipment.
Concierge, 2019 to Present (weekend employment)
NFC – Arlington, VA
Alexandria Carey
Greet residents in a professional tone.
Walk around the property to make sure all ammonites are in working conditions.
As incumbent I Enter service request/work orders into accounting system.
Make sure residents move out keys are in the tracking system.
Answer telephone in a professional tone and direct calls to the correct locations.
Make personal reservations for residents.
Admits authorized person into their apartment when locked out.
Log in and out packages that are deliver from UPS, FedEx, Amazon, and UPSP.
Schedule appointments for the leasing apartments.
Run a daily package Audit to ensure every package accounted for.
Follow up on resident’s complaints to ensure residents are satisfied.
Issue parking pass to guest.
Approve service requests.
Make sure a record of insurance is on file when a resident move in and out.
Customer Service Representative, 2005 to 2006
Harris Teeter – Charlottesville, VA 22903
Supervisor Tim Holley - 434-***-****
Served as primary administrative point of contact incumbent for the customer service department.
Assisted management with storage and disposition of sensitive or confidential records.
Processed monthly reports for department performance.
Served as the first point of contact for customers by greeting them on the floor to discuss needs.
Inserted security markers into or onto merchandise and tagged with pricing information.
Received, organized and mapped data about sales trends and customer preferences.
Collaborated with store employees to arrange merchandise in an appealing manner.
Computed accurate sales prices for purchase transactions.
Cross-trained and provided back up for other customer service representatives when needed.
Independently managed a high-volume multi-phone line and ensured effective, prompt, and professional customer service
Provided a full range of administrative and support services essential to the customer service position.
Conferred with vendor contacts to obtain favorable and timely deliveries, as well as negotiated the best possible pricing.
Checked all invoice for discrepancies. Corrected, approved and returned to accounting in a timely manner. Assisted with resolving vendor disputes.
I assisted customers with purchased transactions and product inquires.
Scheduled staff meetings, prepared agendas and notified participants.
Responsible for administrative oversight of various business processes.
Maintained customer support systems with Home Helping Networks while cashing employees pay checks and distributed direct deposit paystubs.
I was directly involved in training new and existing employees with varies but not limited to; purchased systems, debit and credit slips, etc.
Monitored employee performances.
As an associate, I was responsible for monitoring the customer service areas (counter, front-end area, and parking lot) to provide excellent customer service while practicing positive associate relations.
I was responsible for providing various services at the customer service counter.
Customer Service Representative/ Call Center, 2002 to 2005
Plow and Hearth – Indoor & Outdoor products for home & garden - Madison, VA 22727
Supervisor Rebecca Woolfulk - 540-***-****
Performed operational reviews and provided guidelines pertaining to the effectiveness of complex financial reporting program operations.
Conducted detailed financial reporting analysis recommending modifications to procedures, program guidelines, project objectives, operations, and resources.
Analyzed and synthesized information available from various databases and programs to assist senior management in planning, formulating, and executing various actions and projects.
Responsible for the management and control of equipment assets; served as the Incumbent for the coordination of material support and troubleshooting sensitive equipment;
Participated in meetings, task forces, and conferences with managers providing guidance and assistance with financial projects and programs.
Monitored the results and effectiveness of procedural, as well as system changes while conducting research and maintaining perpetual inventory accounts for non-expendable equipment in a database system. I determined required sources of equipment, purchase card program, and simplified acquisition procedures using bar code scanning equipment and appropriate tagging equipment to implement property accounting systems. I researched and analyzed information to resolve questions and issues, improved operations; and advised management in use of equipment.
Provided guidance, direction, and status reporting on targeted acquisition processes.
Received products/services specified by the awarded contract. Complied with acquisition management guidelines and policies.
Evaluated inventory systems to identify solutions for system inadequacies.
Initiated action leading to the identification, cataloging, procurement, maintenance, or disposal of items of material.
Monitored sales and inventory levels of selected SKUs updating forecasts.
Reviewed sales forecasts; compare to results and update as appropriate.
Placed stock orders, re-orders and special orders with specific vendors as well as prepare and dispatch purchase orders.
Conferred with vendor contacts to obtain favorable and timely deliveries as well as the best possible pricing.
Updated Inventory software and roll out of any new software needed to run the department efficiently. Responded to the various departments within the organization who may need information regarding vendors, products, deliveries, etc.
Checked all invoice for discrepancies. Corrected, approved and returned to accounting in a timely manner. Assisted with resolving vendor disputes.
Met customers on the floor and discussed needs. Inserted security markers into or onto merchandise and tagged with pricing information. Received, organized and mapped data about product location.
My daily duties were to greet existing and new customers while handling complaints, new business accounts, etc.
Directly involved with entering data into the database while providing marketing ideas to external customers.
Consistently compiles various mailing lists of new and existing customers.
Assistant Manager, 1999 to 2002
Taco Bell/ Kentucky Fried Chicken/ Pizza Hut – Ruckersville, VA 22968
Supervisor Gerald Brown - 434-***-****
While at Taco Bell/ KFC/ Pizza Hut, I learned valuable new skills that help develop a career for my future, such as the need to implement all the standard operational procedures of the company and make sure that every customer receives the best customer service possible.
As Incumbent a major responsibilities included taking orders, serving food, cleaning the dining area and other workstations to ensure the total cleanliness of the workplace.
Ensured that food served was always fresh and had undergone the proper food handling procedure.
As an Assisted Manager, I worked and reported directly to the store’s General Manager.
I exercised leadership skills when assisting with training employees on a daily basis.
I ensured that the company’s standards were always maintained and uncompromised when it came to a clean and safe working environment in compliance by the OSHA and the Labor Board,
As an Assistant Managers, I assured that all Team Members are working based on the company’s guiding principles and having fun at the same time.
Software Skills
Microsoft Excel – Proficient
Microsoft Word – Proficient
Microsoft PowerPoint – Intermediate
Internet Navigation – Proficient
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