K. SHELANE HAWK
Port Byron
Summary
Focused professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address company needs head on, develop proactive solutions and implement corrections with efficiency.
Overview
17
17
years of professional experience
Work History
Service Ambassador
Step Up For Students
01.2024 - Current
- Gained proficiency in the criteria for approving providers and evaluating their submitted credentials.
- Cleared a backlog of submitted entries to bring the smartsheet up to date.
- Crucial in quickly updating and maintaining the smartsheet.
- Balanced multiple tasks simultaneously without sacrificing quality or timeliness of service provided.
- Adapted quickly to changing circumstances or new information.
Chat Support Representative
Inktel for Sephora
03.2022 - 04.2023
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be the best fit for the client's needs.
- Handled inbound client chat conversations from Sephora website.
- Worked closely with each client to carefully resolve issues within a timely fashion.
- Recommended products to clients, thoroughly explaining details.
- Managed timely and effective replacement of damaged or missing products.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Researched customer inquiries to provide accurate and up-to-date information.
- Assisted customers with order placement, product returns and order tracking.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained high CPH, CSAT, FCR and Overall Performance Scores.
Customer Service Representative/Solution Specialist
Verizon
10.2019 - 11.2021
- Evaluated customer information to explore issues develop potential solutions and maintain high quality service
- Answered customer questions regarding merchandising and pricing
- Delivered excellent customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Promoted to leadership role of Culture Champion with the goal of maintaining a good employee work experience
- Determined root causes of issues and solved diverse problems to improve business operations and management
- Received multiple positive reviews acknowledging dedication to excellent customer service
- Handled up to 40 calls per shift, while giving personalized attention to each one
- Educated customers about billing, payment processing and support policies and procedures
- Recorded actions taken, issues resolved and personal information to effectively manage customer accounts
- Recommended products, services and features, thoroughly explaining details
- Provided technical support for customer on a wide range of issues including mobile devices, streaming services and web site navigation
- Consistently reached 100% customer service interaction scores.
Exercise Science Coach
Quad City Performance
02.2017 - 05.2019
- Increased revenue by $66,600 through sales of personal training packages
- 89% sales rate
- Utilized Vitruviant software to screen clients and perform client assessments
- Maintained detailed personal training records and updated them as needed
- Instructed clients on how to properly operate exercise equipment
- Designed complete nutrition programs for clients
- Designed and executed individual and small group exercise programs and regimes
- Created personal training programs that addressed specific injuries or health problems
- Assessed individual progress and suggested appropriate changes
- Cultivated positive relationships with participants by interacting with them during group fitness classes
- Explained and demonstrated exercise modifications and contraindicated movements to participants with a history of injury
- Relieved client muscle soreness through active release therapy sessions.
Exercise and Nutrition Coach
Beachbody
10.2015 - 10.2017
- Interviewed clients in order to determine personal fitness and health goals
- Designed personalized fitness programs and nutrition plans for optimal results
- Supported and encouraged clients daily in order to reach their fitness goals
- Marketed various exercise programs and nutritional shake for company
- Maintained fitness group page.
Owner
Pecan Tree Antiques
12.2007 - 10.2015
- Established and operated a successful business entity
- Managed product research, evaluations and acquisitions
- Identified new sales opportunities aiming to maximize sales revenue by leveraging business operations in new markets
- Streamlined marketing operation by providing innovative market strategies
- Carried out general administrative activities, including, but not limited to; accounting, purchasing and inventory.
Education
Bachelor of Science - Political Science/Economics
University of Houston
Houston, TXAssociate - Paralegal Studies
Lone Star College
Houston, TXACE Certified Personal TrainerExercise Science - undefined
Skills
- Microsoft Word, Office, Outlook, Excel, PowerPoint and Google Calendar
- Customer Relations
- Research Skills
- Recordkeeping
- Excellent Planner and Coordinator
- Billing Inquiries
- Credit Card Processing
- Customer Complaint Resolution
- Refunds and Exchanges
- Time Management Skills
- Client Relations Skills
- Online Chat
- Queue Management
- Document and Records Management
- Provider Relations
Timeline
Service Ambassador
Step Up For Students
01.2024 - Current
Chat Support Representative
Inktel for Sephora
03.2022 - 04.2023
Customer Service Representative/Solution Specialist
Verizon
10.2019 - 11.2021
Exercise Science Coach
Quad City Performance
02.2017 - 05.2019
Exercise and Nutrition Coach
Beachbody
10.2015 - 10.2017
Owner
Pecan Tree Antiques
12.2007 - 10.2015
Bachelor of Science - Political Science/Economics
University of Houston
Associate - Paralegal Studies
Lone Star College
ACE Certified Personal TrainerExercise Science - undefined
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