Siah Sheffield
Manchester
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
2
2
years of professional experience
2025
2025
years of post-secondary education
Work History
Customer Service Manager
Peach Cobbler Factory
Fayetteville
02.2025 - Current
- Managed daily customer inquiries and provided timely assistance.
- Trained new staff on customer service protocols and best practices.
- Resolved customer complaints with effective communication and empathy.
- Implemented feedback from customers to enhance service quality.
- Processed orders and handled transactions using point-of-sale systems.
- Maintained product knowledge to assist customers with menu selections.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Call Center Representative
Alorica
Kennesaw
05.2024 - 01.2025
- Assisted customers with inquiries regarding products and services.
- Resolved issues through effective communication and problem-solving techniques.
- Managed high call volume while maintaining customer satisfaction standards.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Education
Sandy Creek
Atlanta, GASkills
- Customer service
- Conflict resolution
- Staff training
- Order processing
- Data entry
- Quality assurance
- Time management
- Effective communication
- Problem solving
- Attention to detail
- Active listening
- Emotional intelligence
Timeline
Customer Service Manager
Peach Cobbler Factory
02.2025 - Current
Call Center Representative
Alorica
05.2024 - 01.2025
Sandy Creek