Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaquala Graves

Gladstone

Summary

Dedicated customer service representative with proven problem resolution and relationship-building skills. Known for enhancing customer satisfaction and streamlining communication processes.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Hub Group
Riverside, MO
07.2019 - Current
  • Managed customer inquiries and resolved issues to enhance overall satisfaction.
  • Trained new representatives on company policies and customer service best practices.
  • Streamlined communication processes between departments to improve response times.
  • Developed and implemented strategies to reduce customer complaints by addressing root causes.
  • Coordinated with logistics teams to ensure timely delivery and accurate tracking of shipments.
  • Led initiatives to optimize workflow efficiency, enhancing team productivity and morale.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Team Leader

Centrinex
Overland Park, KS
10.2016 - 08.2019
  • Led team in achieving operational goals through effective resource allocation and process optimization.
  • Developed training programs to enhance team skills and productivity across diverse functions.
  • Implemented performance metrics to track team progress, ensuring alignment with organizational objectives.
  • Facilitated regular team meetings to address challenges and foster collaborative problem-solving.
  • Mentored junior staff, promoting professional development and knowledge sharing within the team.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.

Cashier Manager

City Fish Market
Kansas City, KS
03.2013 - 03.2019
  • Processed customer transactions efficiently using point-of-sale systems.
  • Maintained accurate cash drawer and balanced registers at end of shifts.
  • Provided exceptional customer service, resolving inquiries and issues promptly.
  • Collaborated with team members to optimize store operations and workflow.

Education

F.L Schlagle High School
Kansas City, KS

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Relationship building
  • Problem resolution
  • Customer relations
  • Conflict resolution
  • Microsoft outlook
  • Microsoft Excel
  • Payment processing
  • Client relations

Timeline

Customer Service Representative

Hub Group
07.2019 - Current

Team Leader

Centrinex
10.2016 - 08.2019

Cashier Manager

City Fish Market
03.2013 - 03.2019

F.L Schlagle High School
Shaquala Graves