Shanbrea Simmons
Lawrenceville
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Atlanta
11.2023 - Current
- Resolved client issues by researching account information and applicable regulations.
- Assisted taxpayers with inquiries regarding tax forms and filing processes.
- Utilized IRS systems to track case progress and maintain accurate records.
- Collaborated with team members to streamline customer service processes and improve efficiency.
- Handled high volumes of calls while maintaining a professional demeanor and effective communication.
- Documented interactions in the system for future reference and quality assurance purposes.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Grocery Team Leader
Publix
Tucker
08.2019 - 11.2023
- Supervised grocery team to ensure efficient daily operations and customer service.
- Coordinated with vendors to facilitate timely deliveries and product placement.
- Trained new team members on store policies, procedures, and customer interaction.
- Assisted in inventory management to maintain stock levels and product availability.
- Implemented merchandising strategies to enhance product visibility and sales potential.
- Resolved customer inquiries and complaints to promote a positive shopping experience.
- Monitored store cleanliness and organization to comply with health standards.
- Resolved customer complaints promptly and professionally while maintaining a positive attitude.
- Conducted regular checks on price tags to ensure accuracy across all products in the store.
- Ensured compliance with safety regulations and company policies in the store.
- Organized team members to ensure efficient stocking of shelves and backroom areas.
- Trained new employees on the proper use of equipment, safety protocols, customer service techniques and product knowledge.
- Managed cash registers during peak hours, ensuring accuracy in transaction processing.
- Assessed grocery store for cleanliness and checked proper stocking of shelves, refrigerated section and freezers.
- Lead by example and took responsibility for all actions drive culture of performance excellence.
- Distributed daily tasks to appropriate employees and checked to complete duties within expected time frames.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Mentored newly hired staff in upselling techniques to improve sales.
Education
Stephenson High School
701 Stephenson Rd05-2014
Skills
- Issue resolution
- Tax compliance
- Call handling
- Electronic documentation
- Customer billing
- Customer relationship management
- Inventory management
- Team leadership
- Problem solving
Timeline
Customer Service Representative
Internal Revenue Service, IRS
11.2023 - Current
Grocery Team Leader
Publix
08.2019 - 11.2023
Stephenson High School