SHAWMA GRAY
Stone Mountain
Overview
25
25
years of professional experience
Work History
Call Center Csr/ Floor Support
Duke Energy
Atlanta, CA
05.2021 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Assistant Store Manager
Old Navy
Conyers, GA
12.2007 - 04.2021
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
Customer Service Manager
Old Navy
Conyers, GA
10.1999 - 11.2007
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Education
No Degree - Bussiness Management
Ventura College
Ventura, CA02.1993
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
Timeline
Call Center Csr/ Floor Support
Duke Energy
05.2021 - Current
Assistant Store Manager
Old Navy
12.2007 - 04.2021
Customer Service Manager
Old Navy
10.1999 - 11.2007
No Degree - Bussiness Management
Ventura College