Shania Evans
Laurel
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction at Concentrix through exceptional active listening and critical thinking skills. Expert in de-escalation techniques, achieving a significant increase in customer loyalty. Skilled in data entry, ensuring high-quality control and efficiency in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Concentrix
09.2022 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Cashier
Walmart
10.2019 - 02.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
Laurel High School
05.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- De-escalation techniques
- Building rapport
- Quality control
- Sales expertise
Timeline
Customer Service Representative
Concentrix
09.2022 - 02.2025
Cashier
Walmart
10.2019 - 02.2022
High School Diploma -
Laurel High School
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