Call Center Service Delivery

SHAQUANA DESHIELDS

Queens, NY 347-***-**** **************@*****.***

Career Summary

10+ Years Driving Customer Loyalty Call Center & Retail Specialist Customer-focused professional with extensive experience handling 100+ daily customer interactions across in-person, online, and call center environments. Expert at payment processing, escalations, and CRM systems. Improved efficiency by 20%, boosted satisfaction scores, and ensured reliable service delivery through cross-department knowledge and scheduling support. Core Skills

Call Center & Remote Support

Escalation & Conflict Resolution

High-Volume Payment Processing

CRM & Microsoft Office Suite

Team Scheduling & Collaboration

Professional Experience

School Crossing Guard City of New York 2019 – Present

• Directed safety for 100+ children daily with zero incidents in 3+ years.

• Acted as community liaison for parents and staff, strengthening trust. Cashier/Server Loves More Than Just Wings 2014 – 2019

• Delivered fast, friendly service to 100+ customers per shift, increasing repeat visits.

• Trained and coached new staff, improving service delivery and team efficiency.

• Implemented streamlined order process, reducing wait times by 20%. Cashier & Call Center Support The Home Depot 2005 – 2013

• Processed hundreds of transactions daily with 99% accuracy in POS and phone payments.

• Answered 40–60 calls per shift in the call center, resolving issues and processing payments.

• Cross-trained in all departments to expand product knowledge and resolve issues faster.

• Scheduled 20+ staff across shifts and departments, ensuring smooth operations.

• Collaborated with management to redesign product flow, reducing checkout wait times. Education

GED John Adams High School June 2005

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