Shalanie Westley
Gonzales
Summary
Hello my name is Shalanie I'm a Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. And also Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
CVS Distribution Center
Gonzales
08.2020 - 09.2022
- Provide timely, accurate, and empathetic customer service via phone, email, and live chat
- Resolve customer inquiries, complaints, and issues with effective problem-solving techniques
- Document interactions in CRM software and track issue resolution
- Assist with product troubleshooting and technical support
- Consistently exceed customer satisfaction goals and key performance metrics
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer inquiries via phone, email, and chat.
Cashier
Walmart
Gonzales
01.2017 - 06.2019
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Cross trained in multiple departments to process customer service requests via
- Documented customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmations, answering questions and offering general information
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Balanced daily transactions on a computerized point-of-sale system.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
Education
DEGREE/DIPLOMA -
Nish high school
Skills
- Billing
- Empathy and active listening
- Salesforce
- Time management and multitasking
- Adaptability to different communication channels phone, email, live chat
- Problem-solving and conflict resolution
- Ability to work independently in a remote environment
- Call Documentation
- Familiarity with customer service software Zendesk, Salesforce
- Adaptable mindset
- Excellent communication
- High-energy attitude
- Effective communication
- Teamwork and collaboration
- Critical thinking
- Call center procedures
- Calm and professional under pressure
- Organization and recordkeeping
- Computer proficiency
- Information gathering
- Stress tolerance
- Customer needs assessments
- Record keeping
- Negotiation skills
- Opening and closing accounts
- Adaptability
- Sales and upselling
- Problem-solving aptitude
- Empathy and patience
- Reading comprehension
- Key stakeholder relationship building
- Adaptive team player
- Customer consulting
- Stress management
- Order fulfillment
- Sales techniques
- Team collaboration
- Product knowledge
- Active listening
- Attention to detail
- Time management
- Communication skills
- Conflict de-escalation
- Problem resolution
- Customer service
- Technical support
Timeline
Customer Service Representative
CVS Distribution Center
08.2020 - 09.2022
Cashier
Walmart
01.2017 - 06.2019
DEGREE/DIPLOMA -
Nish high school