Customer Service Representative
Resume:
SHAWNETTA HARDISON
CUSTOMER SERVICE EXPERT
*****************@*****.***
**** * ********* **.,***,MESA,AZ
OBJECTIVE
To execute the best customer service experience by becoming a product expert. I strive to actively listen to my clients and engage with them to provide all needs in a first contact resolution mindset.
SKILLS & ABILITIES
Customer service, Microsoft office, Communication, Sales, Hospitality, Front desk, Cash handling, Windows, Writing skills, Typing, Computer literacy, Hotel experience, Guest services, Empathy, Teamwork, Product Knowledge, Problem-solving skills, Ability to Work Under Pressure, Conflict resolution, Great Leadership, Adaptable, Critical Thinker, ability to work with multiple applications, Patience, Technical knowledge, Friendliness, Responsiveness, Timeliness, Dependability, Adaptability, Active listening, Great Decision-making skills
EXPERIENCE
Aug 2023- Present Entrance/Exit Gate Manager
Insight Global/amazon
• Verify identity of driver and trailer for load pick up and drop off.
• Assisted with keeping drivers and docking stations on schedule- verifying products are shipped in a timely manner
• Providing safety rules and regulations to drivers to ensure a safe trip and on time delivery to the next destination.
Apr 2022- Aug 2023 Customer Care Representative
Aston carter/Aerotek
• Effectively managed a high-volume of inbound and outbound customer calls.
• Identified chronic customer issues by creating and maintaining customer complaint log.
• Assist members with appropriate information to answer questions, troubleshoot issues, and resolve complaints.
May 2021- Feb 2022 Remote CSS (Customer Service Specialist)
Classic Vacations
• Meeting with clients via phone or chat to discuss upcoming travel plans and gather information regarding travel dates, transportation, and budget. This may be done face-to-face in a brick-and-mortar setting or online.
• Negotiating with customers to renew contracts and retain business.
• Resolving any travel issues that arise, including flight or hotel cancellations, delays, conflicts, and refunds.
Oct 2020- Apr 2021 Customer Service Representative/Retention Specialist
Terminix (remote)
• Booked appointments for new and existing clients
• Perform customer negotiations and reach a fair conclusion from both business and customer
• Managed high-volume inbound and outbound calls with tact and professionalism.
Jan 2020- Sep 2020 Open Enrollment Specialist Customer Service Representative
Conduent
• Healthcare open enrollment specialist for Safeway- managed customer accounts.
• Addressed and resolved customer product complaints empathetically and professionally.
• Prepared reports and communication for senior management and clients.
Dec 2017- Apr 2019 Customer Service Representative/Retention Specialist
Empereon- Constar Marketing, LLC
• Perform customer negotiations and reach a fair conclusion from both business and customer.
• Address customers inquires pertaining to their accounts.
• Developing aggressive retention strategies based on customer feedback.
Apr 2017- Nov 2017 Non-Emergency Dispatcher/Customer Service
LOGISTICARE SOLOUTIONS
• Assisted members with medical non-emergent transportation.
• Successfully manage large amounts of inbound and outbound calls, sometimes on multiple lines phone system; this may include handling different topics, following communication scripts, and being a contact point between customers and the company.
• Coordinating, collecting, and imputing all patient information and new patient set-ups into a customer information system.
May 2016- Feb 2017 CSR/Call Center
Consumer Cellular
• Assist members with appropriate information to answer questions, troubleshoot issues, and resolve complaints.
• Identified chronic customer issues by creating and maintaining customer complaint log.
• Assisted customers via phone, email and live chat.
Feb 2016-May 2016 Customer Service Representative
Express Staffing Professionals
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• Call clients and customers to inform them about the company’s new products, services and policies.
Aug 2013- Jan 2016 Housekeeper/Room Attendant
Hilton Garden Inn Hotel
• Clean rooms, locker rooms, restrooms, lounges, corridors, hallways, stairways, and other work spaces of the organization while keeping the prescribed health and hygiene standards.
• Monitor the security of customers’ belongings and safety of the delegated areas by sincerely conducting the regular checks. Besides, reporting found articles, thefts, including construction and electrical damages.
• Replenish food supplies, restroom equipment, bed linens, kitchen items, room accessories, and writing supplies.
EDUCATION
Jun 1997 G.E.D.
Connelly Trade • Pittsburgh, Pennsylvania
COMMUNICATION
Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively with writers, editors, and other stakeholders.
LEADERSHIP
Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality.
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