Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Shaquilla Hayes

Morrisville

Summary

Detailed Client Service Associate, eager to embrace new challenges. Possesses a strong work ethic, adaptability, and excellent interpersonal skills. Skilled at working efficiently without supervision and quickly learning new skills. Known for outstanding organizational abilities. Talented at working with diverse customer types.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Video Repair, Chat Representative

Spectrum
Morrisville
10.2021 - Current
  • Spectrum Gold Award winner 2021 out of 365 employees
  • Built relationships with customers and community to promote long term business growth while troubleshooting internet, cable and home phone service.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Answering two customers at one time via chat
  • Answering customers questions about billing issues, equipment and package pricing
  • Identifying customer issues ending in resolution
  • Taking 40 calls / 70 chats daily while balancing stats and balancing equipment in CRM.
  • Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
  • Worked independently with minimal supervision.
  • Contributed to team objectives in fast-paced environment.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Recorded accurate and efficient records in customer database.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures

Customer Service Sales Representative

Bath & Body Works Direct Inc
Holly Springs
03.2020 - 10.2021
  • Answered customer questions about products and services
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Set up store displays to promote sales and growth
  • Identified customer needs to deliver relevant product solutions and promotions that met target budgets
  • Processed returned items in accordance with store policy
  • Assisted with purchases, locating items and signing up for rewards programs
  • Unboxed new merchandise and added to shelves in accordance with planograms and stock rotation policies.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Developed strong rapport with customers and created positive impression of business.

Shift Leader Manager

Arbys
Fuquay-Varina
01.2016 - 03.2020
  • Positioned skilled staff in key areas throughout shift to optimize department productivity
  • Documented receipts, employee hours and inventory movements
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Upheld company standards and compliance requirements for operations and cleanliness of all areas
  • Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols
  • Handled cash and card transactions daily with accuracy and efficiency
  • Managed store security needs as required
  • Performed administrative tasks including nightly reports, cash count, and deposits.
  • Trained and mentored new employees to maximize team performance.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.

Shift Leader Manager

McDonald's
Fuquay-Varina
01.2012 - 01.2016
  • Managed schedules and found coverage for shifts
  • Documented receipts, employee hours and inventory movements
  • Collaborated with senior management to educate employees on menu and procedural changes
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations
  • Inspected freezers and refrigerators prior to each shift to check temperatures levels, verifying proper functionality
  • Provided excellent service and attention to customers in face-to-face environment
  • Resolved issues regarding customer complaints and deescalating situations..

Education

Associate of Applied Science -

Southern New Hampshire University
Hooksett, NH
01-2027

High School Diploma -

Smart Horizons
1280 SW 36th Ave Suite 104 Pompano Beach,FL 33069
09.2017

Skills

  • Client retention strategies
  • Administrative coordination
  • Time and task management
  • Empathy display
  • Data entry
  • Computer skills
  • Call metrics
  • Team training and support
  • Professional communication
  • Conflict resolution
  • CRM and office software proficiency
  • Documentation and record management
  • Service excellence
  • Multitasking and prioritization
  • Operational support
  • Composure under pressure

Accomplishments

  • Consistently ranked in the top of customer service reps for quality and first contact resolutions.

Certification

  • Office Management Certfification

References

References available upon request.

Timeline

Video Repair, Chat Representative

Spectrum
10.2021 - Current

Customer Service Sales Representative

Bath & Body Works Direct Inc
03.2020 - 10.2021

Shift Leader Manager

Arbys
01.2016 - 03.2020

Shift Leader Manager

McDonald's
01.2012 - 01.2016

Associate of Applied Science -

Southern New Hampshire University

High School Diploma -

Smart Horizons

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Shaquilla Hayes