Shalina Andrews
Riverside
Summary
Results-oriented Customer Service Professional effective at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals. Talented Customer Service professional offering 10 years of experience in progressive roles of accountability and leadership. Self-motivated and hardworking with exceptional communication skills and customer service knowledge.
Overview
9
9
years of professional experience
Work History
Clerical - Receptionist
Mission Pet Health
06.2024 - Current
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Coordinated communication between clients and veterinary staff to enhance service delivery.
- Processed payments and maintained accurate financial records for transactions.
- Developed and maintained filing systems for medical records and client information.
- Assisted in inventory management, tracking supplies to support clinic operations.
- Trained new reception staff on procedures, protocols, and customer service standards.
- Implemented improvements to workflow processes, increasing overall office efficiency.
- Resolved client inquiries and concerns promptly, fostering positive relationships with pet owners.
Customer Care Representative
CVS Caremark
10.2022 - 02.2024
- Deliver fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Maintained a high satisfaction score by consistently resolving first-call issues.
- Educated customers where applicable to alleviate need for future contact.
- Delivered customer support to high call load each shift.
Head Assistant Teacher
RTI - The Playing Field
04.2021 - 05.2022
- Maintained a safe, educational environment for students during learning and free play time.
- Interacted positively with children to encourage development and involvement in activities, treating each child with dignity and respect.
- Assisted teacher with enrichment activities, correcting papers or supervising classroom to foster positive learning environment.
- Arranged age-appropriate activities to help children develop interests and talents.
- Assisted children at mealtime to teach social and self-help skills and sound nutritional practices.
- Communicated regularly with parents, teachers and administrators regarding student progress and needs.
- Created colorful and attractive displays for bulletin boards and hallways.
- Implemented lesson plans for students with varying learning styles.
Store Manager
Daylight Donuts
07.2020 - 04.2021
- Managed all aspects of store operations, including organization, maintenance and purchasing functions.
- Keep inventories accurate with daily cycle counts.
- Partnered with area managers to interview, hire, train and develop team members to build and sustain high in-store performance.
- Directed construction of product displays on a daily basis, following corporate planograms, promotions and seasonal trends.
- Reviewed and monitored scheduling, purchases and other expenses.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Uphold and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Generated repeat business through exceptional customer service.
- Protected stores from loss or theft by setting and enforcing clear security policies.
Assistant Manager
Dollar General
01.2020 - 07.2020
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Completed inventory audits to identify losses and project demand.
- Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Collaborated with the store manager to develop strategies for achieving sales and profit goals.
- Directed and led employees, supervising activities to drive productivity and efficiency.
Business Development Representative
McCarthy Hyundai Dealership
11.2019 - 01.2020
- Answered customer questions and addressed concerns, resulting in reduction of complaint calls.
- Executed outbound calls each week to existing customers, resulting in an increase in sales.
- Assessed customer needs and upsold products and services to maximize sales.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Delivered a high level of service and support to each customer, paving way for future business opportunities.
- Worked with managers to develop service improvement initiatives.
- Set up and activated customer accounts.
- Answered daily phone calls to resolve customer issues efficiently.
Guest Service Agent/ Manager
Baywood Hotels Inc.
03.2017 - 10.2019
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of brand new, 76-room hotel with staff of 6 employees.
- Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Provided services efficiently and with high level of accuracy.
- Increased customer service ratings through personable service.
- Provided exceptional service and assistance to guests upon check-in.
- Implemented end-of-month audits of the resort to upper management as required.
Education
High School Diploma -
F L Schlagle High School
Kansas City, KS05.2015
Associate of Arts - Fine Arts
Kansas City Kansas Community College
Kansas City, KSSkills
- CPR Certified
- Policy and procedure adherence
- Accounts payable and receivable
- Money handling abilities
- Complaint resolution
- Route dispatch
- Data entry
- Administrative support
- Good listening skills
- Computer proficient
- Multi-line phone talent
- Creative problem solving
- Strategic sales knowledge
- Professional telephone demeanor
- MS Office proficiency
- Staff education and training
- Filing systems
Timeline
Clerical - Receptionist
Mission Pet Health
06.2024 - Current
Customer Care Representative
CVS Caremark
10.2022 - 02.2024
Head Assistant Teacher
RTI - The Playing Field
04.2021 - 05.2022
Store Manager
Daylight Donuts
07.2020 - 04.2021
Assistant Manager
Dollar General
01.2020 - 07.2020
Business Development Representative
McCarthy Hyundai Dealership
11.2019 - 01.2020
Guest Service Agent/ Manager
Baywood Hotels Inc.
03.2017 - 10.2019
Associate of Arts - Fine Arts
Kansas City Kansas Community College
High School Diploma -
F L Schlagle High School