Shay'la I. Coleman
Arecibo
Summary
Dedicated and passionate customer service professional with extensive experience in both childcare and client-facing roles. Known for providing exceptional service, I excel at fostering positive relationships with clients and ensuring their needs are met promptly and efficiently. My strong communication skills, attention to detail, and problem-solving abilities are complemented by a warm and approachable demeanor. I am eager to leverage my diverse skill set in a work-from-home customer service position, where I can contribute to team success while maintaining a focus on customer satisfaction.
Overview
8
8
years of professional experience
Work History
Banking Customer Service Representative
BANK OF AMERICA
01.2021 - 01.2022
- Delivered exceptional customer service by assisting clients with banking inquiries and transactions.
- Processed deposits, withdrawals, and other banking services while ensuring compliance with policies and security measures.
- Assisted clients in resolving account issues and provided product information, enhancing customer satisfaction.
- Maintained accurate records of customer interactions and transactions, demonstrating strong attention to detail.
Customer Service Representative
ETS EDUCATIONAL TESTING SERVICES
01.2019 - 01.2021
- Assisted customers with inquiries regarding educational testing services, including registration and test information.
- Provided support and resolution for issues related to test preparation and scoring.
- Offered guidance to students and parents about educational resources, fostering a positive customer experience.
- Collaborated with team members to ensure efficient operations and a seamless customer experience.
Substitute Teacher (Volunteer)
New Horizon Daycare
01.2015 - 01.2021
- Provided care and supervision for children of all age groups, creating a safe and engaging environment.
- Assisted lead teachers with implementing daily activities, including arts and crafts, story time, and outdoor play.
- Offered individualized attention and support to children, addressing their emotional, social, and physical needs.
- Maintained a clean and organized classroom environment.
- Collaborated effectively with other staff members to ensure the well-being of all children.
Mortgage Loan Processor
CENLAR MORTGAGE COMPANY
09.2018 - 02.2019
- Delivered exceptional customer service by addressing client inquiries and providing resolutions promptly.
- Processed mortgage applications accurately and efficiently, ensuring compliance with regulations.
- Maintained organized client records and documents, demonstrating strong attention to detail.
Experienced Customer Service Representative
NEW JERSEY FAMILY CARE INSURANCE
11.2017 - 09.2018
- Assisted clients with insurance inquiries and claims, ensuring a thorough understanding of their needs.
- Communicated effectively with team members to resolve issues and improve service delivery.
- Developed strong relationships with clients, enhancing their overall experience with the company.
Cashier/Customer Service
TARGET COMPANY'S
12.2016 - 06.2017
- Provided outstanding customer service while processing transactions efficiently.
- Assisted customers in locating merchandise and resolving any complaints, ensuring customer satisfaction.
- Maintained a clean and organized checkout area, contributing to a positive shopping experience.
Cashier/Customer Service
DOLLAR TREE
06.2016 - 08.2016
- Provided friendly and efficient service while handling transactions and customer inquiries.
- Assisted with stocking shelves and maintaining an organized store environment.
Team Member
MCDONALD'S FAST FOOD STORE
05.2014 - 08.2016
- Worked in all areas of the restaurant, including front counter, drive-thru, and kitchen, demonstrating versatility.
- Delivered excellent customer service and handled various tasks with proficiency.
- Collaborated with team members to ensure efficient operations and a high-quality experience for customers.
Counselor/Teacher
BOYS AND GIRLS CLUB
12.2014 - 06.2015
- Assisted in the coordination of various summer projects, field trips, and road events for children ages 6-14.
- Counseled children displaying unruly behavior on the importance of respect, kindness, and understanding through positive reinforcement.
- Informed parents of children's behavioral and observed social withdrawal issues.
- Maintained a positive attitude and working relationship with other staff in my group.
- Performed emergency first aid tasks.
- Actively engaged in activities with campers.
- Helped maintain an environment that was safe and fun for campers.
Education
Early Childhood Education
CHEYNEY UNIVERSITY
01.2017
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PENNSBURY HIGH SCHOOL
06.2015
Skills
- Child Care & Supervision
- Customer Service Excellence
- Banking Operations
- Problem Resolution
- Effective Communication
- Attention to Detail
- Team Collaboration
- Cash Handling & Register Operations
- Positive Reinforcement Techniques
- Classroom Management
- First Aid & Safety
- Data Entry
- Active listening
- Customer service
- Critical thinking
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Professional telephone demeanor
- Follow-up skills
- Product knowledge
- Order processing
- Documentation
References
- Bonita, McFadden, Owner, 1 (215) 499-8760, New Horizon Daycare
- Monica, Mackson, 215-554-7566
- Chawanda, Jones, 973-943-0477
Timeline
Banking Customer Service Representative
BANK OF AMERICA
01.2021 - 01.2022
Customer Service Representative
ETS EDUCATIONAL TESTING SERVICES
01.2019 - 01.2021
Mortgage Loan Processor
CENLAR MORTGAGE COMPANY
09.2018 - 02.2019
Experienced Customer Service Representative
NEW JERSEY FAMILY CARE INSURANCE
11.2017 - 09.2018
Cashier/Customer Service
TARGET COMPANY'S
12.2016 - 06.2017
Cashier/Customer Service
DOLLAR TREE
06.2016 - 08.2016
Substitute Teacher (Volunteer)
New Horizon Daycare
01.2015 - 01.2021
Counselor/Teacher
BOYS AND GIRLS CLUB
12.2014 - 06.2015
Team Member
MCDONALD'S FAST FOOD STORE
05.2014 - 08.2016
Early Childhood Education
CHEYNEY UNIVERSITY
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PENNSBURY HIGH SCHOOL
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