Seasoned Customer Service Professional with Call Center Expertise

SHAWNETTA HARDISON

480-***-**** *****************@*****.*** Mesa, AZ

Professional Summary

Experienced customer service professional with a strong background in customer support, retention, hospitality, and call center operations. Proven ability to handle high-volume customer interactions, resolve conflicts, and deliver exceptional service in fast-paced environments. Skilled in communication, multitasking, leadership, and building positive customer relationships.

Core Skills

Customer Service • Customer Retention • Call Center Operations • Communication • Microsoft Office • Windows • Computer Literacy • Typing • Writing Skills • Front Desk Operations • Cash Handling • Sales • Hospitality • Hotel Experience • Guest Services • Empathy • Teamwork • Product Knowledge • Problem Solving • Conflict Resolution • Leadership • Adaptability • Critical Thinking • Multitasking • Technical Support • Patience • Responsiveness • Dependability • Time Management • Active Listening • Decision Making • Data Entry • Phone Support • Email Support • Live Chat Support • Scheduling • Customer Account Management • Negotiation • Complaint Resolution • Travel Coordination • Dispatching • Healthcare Enrollment Support

Professional Experience

Entrance/Exit Gate Manager Insight Global / Amazon

Aug 2023 – Present

Verify driver and trailer information for load pickups and drop-offs.

Coordinate driver scheduling and docking station operations to ensure on-time shipments.

Provide safety instructions and compliance information to drivers for safe transportation and timely deliveries.

Customer Care Representative Aston Carter / Aerotek

Apr 2022 – Aug 2023

Managed high-volume inbound and outbound customer calls while maintaining excellent service standards.

Resolved customer concerns and provided accurate account and product information.

Maintained customer complaint logs to identify recurring issues and improve service quality.

Remote Customer Service Specialist Classic Vacations

May 2021 – Feb 2022

Assisted clients with travel planning, transportation, accommodations, and budgeting.

Resolved travel-related issues including cancellations, delays, refunds, and booking conflicts.

Negotiated contract renewals to retain customers and strengthen client relationships.

Customer Service Representative / Retention Specialist Terminix (Remote)

Oct 2020 – Apr 2021

Scheduled appointments for new and existing customers.

Handled customer negotiations and retention efforts professionally and effectively.

Managed high-volume inbound and outbound calls with tact and professionalism.

Open Enrollment Specialist / Customer Service Representative Conduent

Jan 2020 – Sep 2020

Supported healthcare open enrollment processes and managed customer accounts.

Resolved customer complaints empathetically and professionally.

Prepared reports and communications for clients and senior management.

Customer Service Representative / Retention Specialist Empereon-Constar Marketing, LLC

Dec 2017 – Apr 2019

Handled customer account inquiries and retention strategies.

Negotiated solutions that balanced customer satisfaction and business needs.

Implemented retention strategies based on customer feedback.

Non-Emergency Dispatcher / Customer Service LogistiCare Solutions

Apr 2017 – Nov 2017

Coordinated non-emergency medical transportation services for members.

Managed inbound and outbound calls across multiple phone lines.

Collected and entered patient information into customer information systems accurately.

CSR / Call Center Representative Consumer Cellular

May 2016 – Feb 2017

Provided support through phone, email, and live chat channels.

Resolved customer issues and documented recurring concerns.

Assisted customers with troubleshooting and account support.

Customer Service Representative Express Employment Professionals

Feb 2016 – May 2016

De-escalated customer concerns and provided professional support.

Answered customer inquiries regarding products, services, and policies.

Maintained positive customer relationships through effective communication.

Housekeeper / Room Attendant Hilton Garden Inn Hotel

Aug 2013 – Jan 2016

Maintained cleanliness and sanitation standards in guest rooms and common areas.

Monitored guest safety and reported maintenance or security concerns.

Restocked supplies and ensured guest satisfaction with room presentation.

Education

G.E.D.

Connelly Trade School – Pittsburgh, Pennsylvania

Contact this candidate