Customer Support Call Center

Shanice Moore

************@*****.*** 314-***-**** St. Louis, MO

SUMMARY

Dedicated professional with 7 years of experience in customer-focused roles, seeking a Customer Support position. Skilled in handling high-volume calls, ensuring customer satisfaction at Caleres, and adept in CRM documentation. Proven track record in leadership, communication, and service excellence from previous roles at YMCA and Convergys.

SKILLS AND ABILITIES

Service Orientation Active Listening Mathematics Social Perceptiveness Coordination Critical Thinking Instructing Cash Handling Persuasion Negotiation Supervisor Experience Leadership Skills Microsoft Office Word and Excel Skills with Canva Digital Editing WORK EXPERIENCE

Caleres St. Louis, MO

Customer Care Call Center Agent Mar 2024 - Jul 2024

• Managed a significant volume of inbound calls, ensuring professional and courteous engagement with each caller, and effectively represented the organization during interactions.

• Identified and addressed urgent or escalated customer issues, achieving timely and satisfactory resolutions to maintain high levels of customer satisfaction.

• Processed orders and payments, updated account information, and meticulously recorded all customer interactions within the CRM system to ensure thorough follow-up and adherence to service protocols. YMCA St. Louis, MO

Before and After School Group Leader Oct 2023 - Jan 2024

• Fostered a collaborative atmosphere by effectively addressing concerns and issues among children, parents, and colleagues, ensuring a supportive environment for all parties.

• Ensured child safety through vigilant headcount management and clear communication of attendance fluctuations with the team.

• Contributed to program success by assisting in the development and execution of age-appropriate activities, catering to the developmental requirements of children aged 4 to 12, and providing leadership in the supervisor's absence.

Macy’s St. Louis, MO

Seasonal Retail Associate Women’s Shoes Dec 2022 - Jul 2023

• Delivered exceptional customer service, consistently maintaining a friendly and supportive interaction with clientele.

• Executed inventory management tasks, including scanning items back into stock and ensuring the shoe sales floor was well-organized and presentable.

• Managed administrative duties effectively, utilizing POS and MPOS systems for various functions, including inventory tracking and enhancing customer shopping experience. Taco Bell St. Louis, MO

Crew Member Jul 2022 - Nov 2022

• Coordinated with kitchen personnel to communicate customer orders, ensuring accuracy and efficiency in meal preparation.

• Assisted in the assembly of menu items, adhering to established recipes and presentation standards, to maintain consistent quality.

• Managed inventory and restocked essential supplies, including condiments and disposable serviceware, to maintain seamless service delivery.

LGC Hospitality St. Louis, MO

Banquet Server/Cashier/Host Jan 2017 - Apr 2022

• Facilitated event preparation, including the arrangement of tablecloths, place settings, lawn tables, and buffet setup.

• Delivered attentive service by efficiently carrying and presenting food to guests, as well as managing the removal and replacement of plates and utensils.

• Ensured customer satisfaction through prompt, amiable, and respectful interaction during service.

• Accurately processed transactions, handled cash, and provided change, maintaining financial integrity at the point of sale.

Malaika Hair St. Louis, MO

Front Desk Assistant, Consultation, Loctician, and Braider Assistant Apr 2021 - Jul 2021

• Managed front desk operations, including greeting clients, fielding inquiries about salon services, and coordinating appointment schedules through various communication channels.

• Performed a range of hair care services, such as washing, hot oil treatments, deep conditioning, and styling, adhering to client preferences and salon standards.

• Conducted comprehensive hair consultations to align client expectations with achievable outcomes, ensuring satisfaction and clarity before service appointments. American Staffing St. Louis, MO

Packer Jun 2020 - Nov 2020

• Ensured product quality by conducting thorough inspections and accurately weighing items before packaging.

• Monitored product flow to optimize processing machinery efficiency, maintaining consistent production standards.

• Upheld workplace safety and cleanliness by adhering to sanitation and safety guidelines. Convergys St. Louis, MO

Customer Service Rep 1 Jun 2018 - February 2019

• Delivered exceptional customer service by conducting detailed quality surveys, ensuring accurate and thorough data collection.

• Developed expertise in handling objections, securing comprehensive research data through effective communication strategies.

EDUCATION

NPower Missouri St. Louis, MO

IT Fundamentals Program Aug 2020

North Technical High School St. Louis, MO

High School Diploma, Culinary Arts

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