Shanika McMillian
Burlington
Summary
PROFESSIONAL Motivated Customer Service professional with over 10 years' experience in SUMMARY fast-paced, team-based environment. Driven and proven successful at achieving established targets, team goals, and leadership. Professional communicator with a background in effective conflict resolution and management. Charming and poised individual performing various duties, including taking calls and solving issues. Known for having terrific customer engagement. Offers dynamic service to patrons and guests. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Robert Half
11.2022 - 07.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Call Center Agent
TWC
03.2021 - 02.2022
- Adherence to high customer standards.
- Navigate between multiple screens,.
- Data entry.
- Provide services for multiple customers daily with warm engagement and dedicated assistance.
- Assisted 5.06 customers in average per hour by answering questions, responding to inquiries and handling telephone requests.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific solutions.
- Overcame objections using friendly, persuasive strategies.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Maintained user account data by initiating account access and establishing in database
CASHIER
Walmart
02.2019 - 03.2021
- Processed payments by check, cash, debit and credit and maintained accurate drawers.
- Restocked and fronted checkout merchandise to increase sales.
- Created and maintained cash reports at end of each shift.
- Welcomed and greeted numerous customers daily.
- Engaged customers warmly and provided immediate and dedicated assistance.
- Prioritized helping customers over completing other routine tasks in store.
- Cultivated customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
- Maintained cash drawer of $200.00 or more per shift
- Helped customers complete purchases, locate items and join reward programs
- Answered questions about store policies and addressed customer concerns
CUSTOMER SERVICE MANAGER
McDonald's
01.2013 - 01.2018
- Trained team on all aspects of operating procedures and company services.
- Optimized customer support by establishing collaborative service environment.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Trained new personnel regarding company operations, policies and services.
- Solved unresolved customer issues.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Coordinated resolutions for more than 10,000 daily customer inquiries while consistently achieving performance targets
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Created customer support strategy to increase customer retention
Education
Everest University - Tampa
Tampa, FL2012
Some College (No Degree) - Criminal
Alamance Community College
Graham, NCSkills
- Professional telephone demeanor
- Report preparation
- Service standard compliance
- Client Needs Assessment
- Customer Complaint Resolution
- Troubleshooting Technical Issues
- Call Volume Analysis
- Customer Accounts Management
- Technical Support
Timeline
Customer Service Representative
Robert Half
11.2022 - 07.2023
Call Center Agent
TWC
03.2021 - 02.2022
CASHIER
Walmart
02.2019 - 03.2021
CUSTOMER SERVICE MANAGER
McDonald's
01.2013 - 01.2018
Everest University - Tampa
Some College (No Degree) - Criminal
Alamance Community College
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