Shakeema Merchant

  • 120 Engleside St Apt. 230 Sumter, South Carolina

Summary

Motivated customer service specialist with over 6 years retail experience in a fast-paced, team-based environment. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Work History

Work History
Jul 2015 - Aug 2015

Consumer Service Phone Banker 

Wells Fargo -Columbia,SC

  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints sympathetically  and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases.
  • Accurately documented, researched and resolved customer service issues.
  • Researched and customized service proposals for clients.
  • Consistently hit and exceeded sales goals by 20%.
  • Responded to all customer inquiries thoroughly and professionally.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Sold products as well as provided customers with further opportunities. 

Dec 2013 - May 2015

Call Center Customer Service  

Sykes Inc. (Bank of America)- Sumter,SC

  • Set up and explained new membership contracts.
  • Trained and directed 5-6 new hires during department orientations.
  • Led and educated my team on customer relationship management techniques.
  • Maintained confidentiality of bank records and client information.
  • Maintained friendly and professional customer interactions.
  • Received superior customer service satisfaction scores for 3 consecutive quarters.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.

Sales Rep/ Store Manager

Boost Mobile Inc. -Sumter,SC 

  • Answered an average of 30 calls per day by addressing customer inquiries, solving problems & providing new product information.
  • Greeted customers entering the store to ascertain what each customer wanted/needed.
  • Described product to customers and accurately explained details & care of merchandise.
  • Earned management trust by serving as key holder, responsibly opening & closing store.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Answered product questions with up-to-date knowledge of sales & store promotions.
  • Effectively communicated with & supported sales, marketing & administrative teams on a daily basis.
  • Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.

Education

Education
Jun 2014 - Jun 2015

Some College

USC-Columbia,SC

High School Diploma