Shondreaka Gaines
Eudora
Summary
Dynamic customer service professional with a proven track record at MAP, excelling in account management and customer engagement. Recognized for building strong client relationships and consistently exceeding service standards. Proficient in MS Office and skilled in addressing customer concerns, ensuring a positive experience that fosters loyalty and drives sales. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
MAP
08.2023 - 12.2023
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Associate
Murphy USA
03.2023 - 07.2023
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Prioritized helping customers over completing other routine tasks in store.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
SR.Account Representative
Santander Consumer USA
12.2020 - 11.2022
- Followed fair debt practices and regulatory guidelines when managing collections process
- Created repayment plans based on account holders' financial status and repayment abilities
- Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination
- Reduced aged accounts by collecting on approximately 90-100 accounts daily
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Contacted customers to assess satisfaction and current needs.
- Identified and qualified accounts to assess revenue potential.
- Met existing customers to review current services and expand sales opportunities.
- Collaborated with other departments to address customer needs and service requests.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Identified and implemented process improvements to maximize efficiency.
- Built relationships with customers and community to promote long term business growth.
Account Manager Litigation/Collector
Portfolio Recovery Associates, LLC
08.2017 - 11.2020
- Assembled and communicated with other individuals on the team
- Always put out positive energy regardless of any situation at hand
- Hosted group meetings with the assurance of the expectations
- Took initiative when operations manager was not available
- Reached out to accounts measuring satisfaction and increased revenue
- Maintained strong understanding of competitors mission, offerings, and presence in assigned territory
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals
- Assessed processes used to send products to customers and discovered a more efficient method that was positively received by all involved parties
- Worked closely with executive team to outline company goals and transfer goals to account holders.
Cashier
Kmart
02.2016 - 05.2016
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Politely assisted customers in person and via telephone
- Provided an elevated customer experience to generate a loyal clientele
- Developed a reputation as an efficient service provider with high levels of accuracy
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Maintained cleanliness and presentation of stock room and production floor
- Routinely answered customer questions regarding merchandise and pricing
- Operated a POS system to itemize and complete an average of 25 customer purchases
- Learned, referenced, and applied product knowledge information.
Correction Officer
Bartlett State Jail
12.2013 - 01.2016
- Oversaw 216 offenders in a correctional residential facility setting
- Maintained the custody and control of 54 offenders per dormitory in a minimum security unit
- Conducted routine and emergency head counts 5 times per day/night within a 12-hour period
- Inspected dormitory areas and conducted bunk searches for contraband, cleanliness, and safety
- Made rounds at specified intervals and conducted head counts and roll calls
- Prepared, processed, and maintained forms, reports, logs, records, and activity journals
- Tracked offenders through head counts, visitor logs, and scheduled activities
- Escorted offenders to and from cells, court, hospitals, and medical appointments.
Cashier
Taco Bell
06.2010 - 11.2013
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Politely assisted customers in person and via telephone
- Provided an elevated customer experience to generate a loyal clientele
- Developed a reputation as an efficient service provider with high levels of accuracy
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Maintained cleanliness and presentation of stock room and production floor
- Routinely answered customer questions regarding merchandise and pricing
- Operated a POS system to itemize and complete an average of 25 customer purchases
- Learned, referenced, and applied product knowledge information.
Education
High School Diploma -
Hamburg High School
Hamburg, AR05.2004
Skills
- Time management
- Account Management
- MS Office
- Receptionist
- Sales
- Personality: Customer Service Fit Proficient
- Addressing customer concerns
- Customer Service Skills
- English
- Focus
- Leadership
- POS
- Pricing
- Quality
- Safety
- Telephone
- Customer relationship management
- Work remotely
- Customer engagement
- Multi-line phone talent
- Positive and professional
- Reading comprehension
Additional Information - Authorized To Work
Authorized to work in the US for any employer
Timeline
Customer Service Representative
MAP
08.2023 - 12.2023
Sales Associate
Murphy USA
03.2023 - 07.2023
SR.Account Representative
Santander Consumer USA
12.2020 - 11.2022
Account Manager Litigation/Collector
Portfolio Recovery Associates, LLC
08.2017 - 11.2020
Cashier
Kmart
02.2016 - 05.2016
Correction Officer
Bartlett State Jail
12.2013 - 01.2016
Cashier
Taco Bell
06.2010 - 11.2013
High School Diploma -
Hamburg High School