Shanell Bopape
Imemories
Glendale
9
years of professional experience
Results-driven customer service professional with extensive experience in CRM management and escalated issue resolution. Known for improving customer loyalty and satisfaction through empathetic interactions and critical thinking.
Work History
Customer Service Representative
2 Years 10 Months- Resolved customer inquiries through effective communication and product knowledge.
- Processed orders and returns efficiently using CRM systems.
- Documented customer interactions accurately for continuous process improvement.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Server
2 Years 1 Month- Delivered exceptional customer service to enhance guest satisfaction and repeat business.
- Managed multiple tables efficiently, ensuring timely order delivery and accuracy.
- Trained new staff on menu knowledge and service techniques for improved team performance.
- Collaborated with kitchen staff to streamline food preparation and service processes.
- Implemented upselling techniques to increase sales and promote daily specials effectively.
- Maintained cleanliness and organization of dining area, ensuring compliance with health standards.
Customer Service Representative
11 Months- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive positive service experience.
Sales Representative
1 Year 1 Month- Developed and maintained relationships with clients to enhance customer satisfaction.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Education
High School Diploma
- Honor Roll [Second Semester and 2014]
- Honor Roll [First Semester and 2015]
- 3.8 GPA
Skills
CRM management
Customer service
Call handling
Escalation management
Problem resolution
Payment processing
Microsoft Excel
Computer proficiency
Client engagement
Service offerings
Active listening
Critical thinking
Timeline
Customer Service Representative
Imemories
09.2023 - 07.2026Read More
Customer Service Representative
Maximus
09.2022 - 08.2023Read More
Server
Jalapeno Inferno
10.2021 - 11.2023Read More
Sales Representative
FedEx
04.2017 - 05.2018Read More
Ironwood High School
High School Diploma
Read More