Shaniyah Vann
Oxford,NC
Summary
Customer service professional prepared to excel in managing high-volume call environments and delivering excellent customer support. Proven ability to handle challenging customer interactions and provide effective solutions. Known for strong teamwork and adaptability, ensuring consistent results and reliability in dynamic settings. Skilled in active listening, conflict resolution, and maintaining positive attitude. Experienced customer service professional with strong communication skills and ability to handle high-volume inbound inquiries. Focused on team collaboration and consistently achieving results. Reliable and adaptable in dynamic environments. Proficient in problem-solving and maintaining positive customer experience.
Overview
5
5
years of professional experience
Work History
Inbound Call Center Representative
REMX
10.2023 - 12.2024
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
- Identified and resolved discrepancies and errors in customer accounts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
RETAIL Sales ASSOCIATE
VERIZON WIRELESS
02.2023 - 10.2023
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Package Loader
Amazon Warehouse
11.2022 - 02.2023
- Quickly adapted to changing priorities due to fluctuating shipment volumes or unexpected circumstances such as late arrivals or equipment malfunctions.
- Implemented time management strategies to prioritize tasks and ensure timely completion of all assignments.
- Displayed strong problem-solving abilities when encountering issues in the loading process, working closely with team members to find effective solutions.
- Reduced loading times for trucks by streamlining the package flow process and utilizing resources effectively.
Personal Shopper
Harris Teeter
07.2022 - 11.2022
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Worked productively with customers to meet order requirements and service expectations.
Call CENTER REPRESENTATIVE
VITAL CHECK
04.2021 - 07.2022
- Company Overview: (WFH)
- Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies
- Consistently exceeded sales quotas for mobile devices and services
- Trained and mentored new hires, enhancing their product knowledge and sales techniques
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout
- Collaborated with team members to meet and exceed monthly sales targets consistently
- Consistently met deadlines and quality goals for accuracy and timeliness
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
- Provided exceptional customer service by addressing any issues or concerns promptly, maintaining a positive reputation as a Personal Shopper
- Balanced multiple tasks simultaneously, prioritizing urgent requests without compromising attention to detail or overall service quality
- Adapted quickly to changing circumstances such as unexpected stock shortages or last-minute adjustments to orders, ensuring minimal disruptions to delivery timelines
- Navigated complex customer requests with resourcefulness, leveraging extensive product knowledge to offer suitable alternatives when needed
- Performed all warehouse laborer duties including picking, packing, counting, record keeping, and maintaining a clean workspace
- Implemented time management strategies to prioritize tasks and ensure timely completion of all assignments
- Quickly adapted to changing priorities due to fluctuating shipment volumes or unexpected circumstances such as late arrivals or equipment malfunctions
- Assisted with unloading incoming shipments as needed, helping maintain efficient workflows throughout the facility
- Demonstrated exceptional attention to detail when sorting packages according to destination routes, minimizing misdirected deliveries or delays in transit time
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- (WFH)
Cashier Team Lead
Dollar General
09.2019 - 12.2020
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
Assistant Manager
Hibbett Sports
12.2019 - 08.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Increased sales through effective merchandising strategies and targeted promotions.
Education
High School Diploma - FCCLA Program
J.F. Webb
Oxford06.2020
Skills
- Microsoft Office
- Data Analyst
- Active Listener
- Assistant Manager Experience
- Store Management Experience
- Retail Management
- Empathy
- Self-Control
- Problem-solving skills
- Cross-functional collaboration
- Time Management
- Leadership
- White-glove customer service
- Retail Sales
- Cash Handling/Management
- Conflict management
- Adaptability
- High-volume call centers
- Cold Calling
- Quality control
- Salesforce CRM
- Performance metrics
- Call decisioning
- Call handling techniques
- Teamwork
- Inbound sales
- Appointment scheduling
- Documentation and reporting
- Call management
- Call center operations
- Account updating
- System documentation
- Information protection
- Call management software
- CRM software usage
- Typing
- Remote chat support
- Payment processing
- Communicating with clients
- Answering questions
- Customer service
- Call center customer service
- Data entry
- Performance improvement
- Sales expertise
- Sales closing
Activities
Volunteer Advocate, Granville Health System, Assist with outpatient registration and any other duties needed to be filled within hospital inventory and administration.
Timeline
Inbound Call Center Representative
REMX
10.2023 - 12.2024
RETAIL Sales ASSOCIATE
VERIZON WIRELESS
02.2023 - 10.2023
Package Loader
Amazon Warehouse
11.2022 - 02.2023
Personal Shopper
Harris Teeter
07.2022 - 11.2022
Call CENTER REPRESENTATIVE
VITAL CHECK
04.2021 - 07.2022
Assistant Manager
Hibbett Sports
12.2019 - 08.2020
Cashier Team Lead
Dollar General
09.2019 - 12.2020
High School Diploma - FCCLA Program
J.F. Webb
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