Shiobahn Nixon
Rock Hill
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Housekeeping Supervisor
Marriot Hotel
Rock Hill, SC
10.2024 - Current
- Supervised daily housekeeping operations to ensure high cleanliness standards.
- Trained and mentored staff on best practices and efficient cleaning techniques.
- Conducted inspections of guest rooms and common areas for quality assurance.
- Developed and implemented training programs to enhance team performance.
- Coordinated scheduling and staffing to optimize workflow efficiency.
- Managed inventory of cleaning supplies, ensuring availability and compliance with safety standards.
- Resolved guest complaints related to housekeeping services promptly and effectively.
Customer Service Representative
Inktel Contact Center Solutions
WFM
02.2023 - 10.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new representatives on system usage and customer service protocols.
- Implemented process improvements to enhance response times and customer satisfaction ratings.
- Mentored junior team members, fostering skill development and knowledge sharing within the team.
- Analyzed customer feedback to identify trends, informing service enhancements and policy adjustments.
- Collaborated with cross-functional teams to address complex customer issues and streamline support processes.
Customer Service Associate
Transcom Worldwide
Rock Hill, SC
07.2021 - 12.2022
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Uphold quality control policies and procedures to increase customer satisfaction.
- Assisted with billing inquires and limited technical support.
Customer Service Representative
Spectrum
Charlotte, NC
06.2018 - 12.2020
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided information for billing questions and products.
- Processed account payments and payment arrangements.
- Offered and upsold additional products and services.
Housekeeping Manager
Fairfield By Marriott
Charlotte, NC
02.2016 - 04.2018
- Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Trained, coached and mentored staff on best practices and protocols to secure smooth new program adoption.
Picker Packer
Boy Scouts of America
Charlotte, NC
12.2012 - 01.2016
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Selected products and items from shelves and pallets for customer orders.
- Used handheld scanners to key in data for packages.
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
Education
GED -
Rock Hill Adult ED
Rock Hill08-2002
Skills
- Problem Resolution
- MS Office proficiency
- Verbal Communication
- Quality Assurance
- Inbound and Outbound Calling
- Employee management
- Customer Support
- Employee coaching
- Call Center Operations
- Customer service-focused
Timeline
Housekeeping Supervisor
Marriot Hotel
10.2024 - Current
Customer Service Representative
Inktel Contact Center Solutions
02.2023 - 10.2024
Customer Service Associate
Transcom Worldwide
07.2021 - 12.2022
Customer Service Representative
Spectrum
06.2018 - 12.2020
Housekeeping Manager
Fairfield By Marriott
02.2016 - 04.2018
Picker Packer
Boy Scouts of America
12.2012 - 01.2016
GED -
Rock Hill Adult ED